social media's influence on the hospitality industry
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Social Media’s Influence on Hospitality Industry
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In recent years the significant increase in the use of social media in the hospitality industry has proved to be the key marketing tool
Social Media allows
the brand .
.
• It allows the brand to go viral• It creates way for the industry to
engage with potential customers and current customers to identify their specific needs and desires
• Each channel generates a direct connection with customers
• This helps specific companies develop a better understanding of what the customers expects in his/her experience
Hospitality industry is customer oriented and solely revolves around
the customer
They are constantly trying to discover the best social networking strategies, tools, and policies to establish better and longer relationships with a client
marketing strategy goal is to potential
customers into loyal customers
Why Should They Use Social
Media?
WHY SHOULD THEY USE SOCIAL MEDIA?
1It is the fastest
growingcategory of
Internet Marketing in terms of attracting
new users
WHY SHOULD THEY USE SOCIAL MEDIA?
2
It allows you to establish a relationship with your customer like no other media has previously allowed
It enables you to establish a 1-1 relationship where you are getting regular feedback on how your
customers are reacting to your marketing messages
It offers an opportunity for you to establish yourself as an expert in your market
WHY SHOULD THEY USE SOCIAL MEDIA?
3
Consumer reviews and user generated content still dominates
hotelier’s view of social media
WHY SHOULD THEY USE SOCIAL MEDIA?
4
Lastly, social media optimization is
the next generation of
Internet Marketing
WHY SHOULD THEY USE SOCIAL MEDIA?
5
(Source: Milestone Insights)
Social Media Marketing concepts and techniques primarily consist of:
Increase brand awareness of
services
Increase salesEducate and
inform customers
Improve customer service
Monitor brand reputation(Source: UNLV University Libraries)
People research online before making a purchase or commitment so they know they are making informed educated decisions
This makes it crucial for
companies in the hospitality
industry to monitor
how they are perceived
on all social media channels
SOCIAL NETWORKING IN THE HOTEL INDUSTRY
“In 2011 the use of online reviews and social media reached an unprecedented level of adoption within
the hotel industry – becoming nearly universally embraced by hotel executives as a key source of
customer insight, a tool to achieve operational and service excellence, and a way to drive revenue
growth”
In recent years hotels have started to utilize social networks, tools, and strategies to showcase themselves
(Source: Review Pro)
Social Media Online reviews present
several advantages…
Social Media Online Reviews Present Several Advantages
1. Guests can respond in a way that is easiest for them
Social Media Online Reviews Present Several Advantages
2. Then they can provide feedback whenever and wherever they want (often via mobile devices)
Social Media Online Reviews Present Several Advantages
3. They can talk about whatever impressed
or annoyed
them
Social Media Online Reviews Present Several Advantages
4. For hotels that do a good job of providing an excellent guest reviews posted online can act as powerful
sales messages
Social Media Online Reviews Present Several Advantages
5. Complete anonymity can encourage more honest and
open feedback
Social Media Online Reviews Present Several Advantages
6. Surveys can provide you with
on specific areas of your operations
detailed feedback
Guests use social media channels and online reviews to rate hotels, give feedback, and criticize what needs to be fixed or praise what the hotel executed well
This industry has a very
strong customer service
relationship and fully caters to the customers
feedback
“We’re entering a new age in luxury hotel marketing. Top-tier hotels are
now using Twitter for concierge services, social geo-locating platforms
to unlock free gifts, Facebook for customer service and YouTube to
showcase unique properties.”
Focusing each channel on a specific area of customer service:
(Source: Business Insider)
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