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TOURISM SANTA FETOURISM SANTA FE2016 MARKETING PLAN
Cynthia Delgado, Director of MarketingJohn Feins, Public Relations Manager
Joy Rice, Marketing CoordinatorFrank Cordero, Social Media CoordinatorPhyllis Ortiz, Administrative Assistant
Lou Hammond & Associates‐PR Fuseideas‐AdvertisingSt M St t i Di tTerry Gallagher, Vice‐President
Carlyn Topkin, Account ExecutiveMatt Sessions, Account ManagerStephane Ferraris, Account Coordinator
Steve Mason, Strategic DirectorKelea Denmark, Account ManagerCJ Kaplan, Creative DirectorShaun Stanwood, Art DirectorJon Muenier, Sr. Media Planner/Buyer
Studio X‐WebsiteKyle Langan, WebmasterJay Turley, Webmaster & Account Manager
Bella Media‐Santa Fe GuideBruce Adams, PublisherBryan Cooper, Editor
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Santa Fe AccoladesSanta Fe Accolades
Condé Nast Traveler Reader’s Choice 2015 scored Santa Fe up four places to #6 best overall among world’s cities, #2 Best Small City In The U.S. ,#6 Friendliest City In The U.S. and #4 Best Ski Resort In The U.S. & Canada. Travel + Leisure’s 2015 World’s Best Awards named Santa Fe #4 Best City in US and Canada, one of the World’s 30 Friendliest Cities, and as a Best City For Winter Travel. Santa Fe entered the elite T+L “Hall Of Fame” for ten years in a row on the overall best listbest list. National Geographic citing Santa Fe as a Top Ten High Altitude City in the World 2015 Popular Photography Magazine Reader’s Poll voting Santa Fe #1 among World’s Best Places to Photograph.g pUSA Today 10Best Reader’s Choice voted Santa Fe the #1 Best Destination in three separate contests: Culturephiles, Outdoor Enthusiasts, and Shopaholics.
RECENT LOCAL PROMOTIONS
KIDS FREE SANTA FE SPRING BREAKKIDS FREE SANTA FE SPRING BREAK
RATIONALE:ff f ll l
Target Audience: Families with children aged 12 or younger in h h ld h lik l b k f il iSanta Fe offers a unique mix of museums, galleries, culture,
shopping, and outdoor activities that appeal to adults and kids alike. There are so many different types and styles of cuisine in Santa Fe that nobody’s appetite will go unsatisfied. For parents who are looking for something, we invite you to try a one‐of‐a‐kind family vacation in The City Different This school break
household, who are most likely to book a family vacation.
Geographies: Drive markets‐ Albuquerque, Phoenix, Denver‐Boulder‐ Colorado Springs, Amarillo, OK City
kind family vacation in The City Different. This school break, take a Santa Fe Spring Break.
GOAL: The ultimate goal is to capture drive market families looking for something to do during school break and to increase their length of stay and overall spend in Santa Fe.
APPROACH:Santa Fe Spring Break will be promoted through paid, earned and organic media where all tactics/executions will push to and
h S F S i B k l dipromote the Santa Fe Spring Break landing page.
Timing: January‐February 2016
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KIDS FREE SANTA FE SPRING BREAKKIDS FREE SANTA FE SPRING BREAKAPPROACH DIGITAL MEDIAUtilize networks that specialize in Family, Travel and have credible sites that target Moms (the primary decision maker in the household) )
TARGETED BANNER ADSEnable various targeting parameters to ensure that TSF’s banners are adjacent to relevant content such as Demo, Geo, Contextual and Behavioral
THE RESULTS: ‐ 4,678 clicks/5,565,592 impressions (0.08% CTR), 66% Visit Rate‐ Evolve Media: 0.07% CTR, 45% VR‐ RGM: 0.14% CTR, 71% VR‐ Varick Media: 0.08% CTR, 81% VR
THE RESULTS: ‐ 1 567 clicks / 144 775 impressions (1 08% CTR)
Note: no one creative is outperforming the others in terms of CTR or VR. All creatives are around 0.08% CTR and between 66‐70% VR
PAID SEARCH
Ad a ‘Kids Promotion’ campaign to the current Paid Search buy
1,567 clicks / 144,775 impressions (1.08% CTR)‐ Total spend to date is $4,885 and Avg CPC $3.12‐ Best performing ad groups are “Spring Break” with avg position of
2.0 and imp share of 46% and “Kids Vacation” with 2.4 avg position and 51% imp share
‐ Best performing keywords are “vacation family packages”, “family vacation packages” “Vacation packages for families” “Best
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vacation packages Vacation packages for families Best vacation destinations” and “vacations for kids”
KIDS FREE SANTA FE SPRING BREAKKIDS FREE SANTA FE SPRING BREAKRADIO MARKET APPROACH ONE:Leverage the existing radio package that was purchased through the NM Hospitality Association to increase awareness and reception to additional Santa Fe Spring Breakmessages within the local drive market.
EXPECTED OUTCOMES:Success for radio is typically seen in increased lower funnel activity such as website visits, organic search and increased CTR on digital banners reinforcing the promotional messaging.
Target: Drive Albuquerque, NMRecommended station: KABG‐FM (Big 98.5)Format: Adult Classic Hits
Demo:Women, 35‐54Flight Dates: : Feb 1 Feb 21 (3 weeks)Flight Dates: : Feb 1 ‐ Feb 21 (3 weeks)Dayparts: Mon‐Sun, 6:00a‐12:00a
RESULTSFrequency: 72x spots over 3 weeksq y pImpressions: 137,000Reach: 11.1% of target demo (W, 35‐54) were exposed to spot avg of 5.4x over 3 weeks
7Note: Certificate for a $2,500 radio schedule was granted on 4/28/15 and is valid for one year through any of the American General Media stations in the ABQ market
KIDS FREE SANTA FE SPRING BREAKKIDS FREE SANTA FE SPRING BREAKRADIO MARKET APPROACH TWO:HIGHLY‐TARGETED radio buy, featuring a :30 second spot in two key DRIVE markets with higher populations of Women, 35‐54, with children in the household who would be looking for a plan on Spring Travel for their kids. Objective of the buy was awareness and reception to additional Santa Fe Spring Breakmessages within the local driveObjective of the buy was awareness and reception to additional Santa Fe Spring Breakmessages within the local drive market.
EXPECTED OUTCOMES:Success for radio is typically seen in increased lower funnel activity such as website visits, organic search and increased CTR on digital banners reinforcing the promotional messaging.
Target: Drive El Paso, TXRecommended stations: KFII/KLAQ/KTSM
Demo:Women 35 54 with children in the household
Target: Drive Lubbock, TXRecommended stations: KBTE/KLLL/KZII
Demo:Women 35 54 with children in the householdDemo: Women, 35‐54, with children in the householdFlight Dates: : Feb 1 ‐ Feb 21 (3 weeks)Dayparts: Mon‐Sun, 6:00a‐12:00a
RESULTS
Demo: Women, 35‐54, with children in the householdFlight Dates: : Feb 1 ‐ Feb 21 (3 weeks)Dayparts: Mon‐Sun, 6:00a‐12:00a
RESULTSImpressions: 268,380Reach: 70.3 % of target demo (W, 35‐54) were exposed to spot on avg of 3.5x over 3 week period
Impressions: 66,316Reach: 59.1 % of target demo (W, 35‐54) were exposed to spot on avg of 3.3x over 3 week period
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KIDS FREE SANTA FE SPRING BREAKKIDS FREE SANTA FE SPRING BREAK
WEBSITE INFO
the top geo‐locations driving traffic to the website are:PhoenixAlbuquerque (radio market)Oklahoma CityWashington DCColorado SpringsTucsonEl Paso (radio market)DallasAmarillo (radio market)
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T S F STELLING THE SANTA FE STORY
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MARGARITA TRAILMARGARITA TRAIL
• Santa Fe has the opportunity to “own” the margarita• Way for establishments to connect with visitors and• Way for establishments to connect with visitors and
reconnect with locals• 32 restaurants and bars on the Trail––each with their
own specialty crafted margarita• Fun opportunity for trail adventurers to travel around
town, experience new restaurants• Another signature event that showcases Santa Fe’s
vibrant culture––now and years to comevibrant culture––now and years to come• Official Launch Day: May 5 Cinco de Mayo
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12MARKETING OVERVIEW
OBJECTIVESOBJECTIVES
Increase occupancy, with no loss in ADR, toward the 5 year goal of 70% annual occupancy. (Currently
in second year).
Design, develop and stabilize a high impact Santa Fe brand. Build key messages and milestones to
increase Santa Fe brand visibilityincrease Santa Fe brand visibility.
Attract leisure visitors, meetings, tour and group markets to Santa Fe with an integrated marketing
plan and campaign.
Develop 2016‐2017 marketing goals, based on key insights and true understanding of Santa Fe value.
Increase and leverage partnership with New Mexico Tourism Department and Santa Fe business
partners .
Execute marketing plans with community collaboration and transparency.
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TARGET AUDIENCEInterest based targeting: art collectors, cultural travelers, experience seekers, meetings and corporate incentive travelers travel agents and tour operators outdoor adventurecorporate incentive travelers, travel agents and tour operators, outdoor adventure
Adventure travelersSophisticated, style consciousDiscerningAppreciation for artInterest in historyExplore culture & heritageLove outdoor recreation, fine dining, performing arts, high‐end shoppingDelight in regional cuisine, drinks, and good times, great atmosphere Want to experience something different, some place different
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T t G hiTarget GeographiesDrive Markets
DenverColorado SpringsPhoenix
GEOGRAPHIC TARGET MARKETS
PhoenixAmarillo
Fly MarketsDallasHoustonL A lLos AngelesChicagoNew York CitySeattle
MICENational
Target AudienceI t t b d t ti t ll t lt l t lInterest based targeting: art collectors, cultural travelers, experience seekers, meetings and corporate incentive travelers, travel agents and tour operators, outdoor adventure
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Julien McRoberts Photo
16BRAND STRATEGY
BRAND STRATEGYBRAND STRATEGYPositioning Statement
To travelers with an adventurous spirit, a love of art and nature, and a thirst for authentic culture,To travelers with an adventurous spirit, a love of art and nature, and a thirst for authentic culture, Santa Fe is the destination that inspires their imagination and captures their spirit.
Because only Santa Fe offers the experience of exploring and enjoying:
Santa Fe is:Santa Fe is:
An authentic adventure destinationOne of the 3 largest art market in North AmericaA rich multi‐cultural destination that is central to Santa Fe’s history andInfluenced by its 400+ year history that includes Native American roots Spanish influences an Anglo migration incorporatingInfluenced by its 400+ year history that includes Native American roots, Spanish influences, an Anglo migration, incorporating important trade routes from the Santa Fe Trail and El Camino Real to Old Route 66Surrounded by stunning natural beauty with a wide variety of outdoor recreation offeringsA vibrant city with opera, music, nightlife, collector art galleries, shopping with handmade crafts, and warm, friendly hospitability in intimate, authentic settings. A muse for artists, writers, chefs, photographersp g pA place with it’s own unique style (Santa Fe Style) that encompasses cuisine, architecture, fashion, art and furnishings grounded in our unique culture.
Santa Fe is The City Different
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The City Different is not only part ofThe City Different is not only part of Santa Fe’s heritage and history, it is the essence of the brand promise.
18BRAND ESSENCE
BRAND PILLARSOVERALL
VISITOR
EXPERIENCE
Top 10 Destination in the World Condé Nast
Best Small City in America Condé Nast
#2 Top Travel Destination in the U.S. Condé Nast
UNESCO Creative City Since 2008
IMBA Ride Center Since 2014
Top Wedding Destination in the US Destination Weddings
#4 Best Cities for Gay Travel Travel + Leisure
History & Culture Cuisine Visual Arts Outdoors Performing
ArtsRejuvenation &
Relaxation Shopping Film
UNESCO Creative City Since 2008
Best Destination for Culturephiles
USA Today 10Best
#1 Cultural Getaway Travel + Leisure
#9 Best Farmers Markets in the Country
ShermansTravel
One of America’s Best Beer Cities
Travel = Leisure
Top 10 US Arts DistrictsUSA Today 10Best
#2 US City for ArtSuccessful Meetings
Best Destination for Outdoor EnthusiastsUSA Today 10Best
Top 10 High Altitude Cities
National Geographic
#2 City for Arts Vibrancy
NCAR
Top 10 City For Classical Music Travel + Leisure
Top 10 US Best Ranked cities for Hotels
Trivago
World’s Best Cities for Romance
Travel + Leisure
Best Destination for Shopaholics
USA Today 10Best
#1 Independent Boutiques
Travel + Leisure
#4 Best Places to Live and Work
MovieMaker
Coolest Film Festivals on the Planet MovieMaker
#1 Top 10 American Cities Travel + Leisure
Canyon Road: #2 Most Iconic Street in America
USA Today
Top 10 Foodie CitiesLiveability.com
A Top Winter Wine WonderlandWine Enthusiast
Magazine
Top 10 City for Museums and Galleries
Travel + Leisure
Top 25 Art MarketsAmerican Style
Best Running CityOutside Magazine
Top 10 City for Weather
Travel + Leisure
Premier Art & Entertainment Town
Meetings Focus
#6 in the US for Theatre / Performing Arts Travel + Leisure
#4 Best Romantic City in the US
USA Today 10Best
#1 Best Girl’s Trip Destination
USA Today 10Best
#2 Best Flea Markets Travel + Leisure
#4 Best Antique Stores Travel + Leisure
Film Festivals Worth the Entry Fee MovieMaker
#1 World’s Best Places to Photograph Popular
Photography
#2 Top American Travel Destination
Conde Nast Readers Choice
One of America’s Best Coffee Cities
Travel + Leisure
Best Old West Art Town
True West Magazine
Top 10 City for Environmental Friendliness
Travel + Leisure
Most Artistic City in the US
Richard Florida
One of America’s Best Girlfriend GetawaysTravel + Leisure
#4 Best Home Décor & Design Stores Travel + Leisure
Oscar Award Winning Film Making
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20MARKETING STRATEGY & TACTICS
MARKETING / CAMPAIGN INTEGRATIONMARKETING / CAMPAIGN INTEGRATION
Advertising
S t FS i l
The City Different
Santa Fe Guide
Social Media
Public Relations
Websitesantafe orgsantafe.org
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PAID MEDIA/MEDIA MIXPAID MEDIA/MEDIA MIX
Print Out‐of‐Home Digital Display Search Engine Marketing
•Lends to credibility and impact. Afford written copy, long shelf life, and content relevancy.
•Highly impactful, visually appealing, creates mass awareness.
• Example:
•Highly targeted and measureable with the ability to bring the brand to life using impactful units that
•Captures consumers actively looking to book travel, southwest travel, or Santa Fe travel. Reinforcesrelevancy.
• Examples:•Outside Magazine• Smart Meetings•Modern Luxury
• Example:• 16th Street Mall, Denver, CO
impactful units that will drive consumers from consideration to action with just one click.
• Examples:
travel. Reinforces other media and drives traffic to website.
• Examples•Google Adwords•CN Traveler
•New Yorker•Vanity Fair
• Examples:•Art Info•Afar• Expedia/Travelocity• Successful Meetings
•Google Adwords•Bing• Yahoo
g
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PAID MEDIA / TACTICSPAID MEDIA / TACTICS
Out‐of‐Home: billboard location at the 16th Street Mall, Denver, CO
Print: Including Conde Nast Package, Endless Vacation and NY Times Travel, Modern Luxury & Digital: Heavy digital presence on the above providers and a continuous Search
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Outside Magazine.Digital: Heavy digital presence on the above providers and a continuous Search
Engines Marketing effort via Google Adwords.
PAID MEDIA / CREATIVE EXECUTIONPAID MEDIA / CREATIVE EXECUTIONCampaign Overview:
• A strategic, integrated campaign for Tourism Santa Fe• All new creative, developed through a robust process with stakeholder input and testing with target consumers• Featuring exciting new photography and videography• Launched with cutting edge media targeting strategies
Strategy:Santa Fe’s story is personal to each visitor ‐ influenced and nurtured by their interests and passions…and it’s highly visual.To communicate the experience of Santa Fe requires storytelling that allows the vibrant, genuine warm character and an authentic sense of place to shine throughauthentic sense of place to shine through.Santa Fe is something you don’t just see, you feel and taste it. The brand communications must be as multi‐sensory as the brand itself.Our creative strategy is to engage and communicate core brand messages by illustrating and saying in interesting, compelling ways whySanta Fe is “The City Different”Santa Fe is The City Different
Tactics:Roll‐out the campaign across media planRefinements ongoing throughout life of campaignMeasure and analyze results over timeOptimize for maximum resultsContinue to integrate “The City Different” messages and themes throughout all communicationsGenerate visibility, visitors and always — build the brand
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PAID MEDIA / CREATIVE EXAMPLESPAID MEDIA / CREATIVE EXAMPLES
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PAID MEDIA / CREATIVE EXAMPLESPAID MEDIA / CREATIVE EXAMPLES
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PAID MEDIA / CREATIVE EXAMPLESPAID MEDIA / CREATIVE EXAMPLES
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PAID MEDIA / CREATIVE EXAMPLESPAID MEDIA / CREATIVE EXAMPLES
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PAID MEDIA / CREATIVE EXAMPLES
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PAID MEDIA / CREATIVE EXAMPLES
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31SOCIAL MEDIA STRATEGY & TACTICS
SOCIAL MEDIA / STRATEGYSOCIAL MEDIA / STRATEGYOverviewDevelop organic efforts on Santa Fe social media channels as conduits for the authentic voice of Santa Fe rather than promotional channels. These organic efforts will be augmented by paid social media, paid digital and traditional media for the more promotional hard sell efforts.
StrategyWe will focus on using our social networks to attract not just followers but the right followers, i.e. visitors not locals. Adding more followers offers little brand value if the followers are not engaged with the brand and its content. In fact, Facebook’s content algorithm will stop sharing brand content with followers if they don’t Like, Share, Tag or Comment on it.
We will use a bottom‐up approach to content – taking a cue from the content shared by residents and visitors we will generate our own content that matches and augments what people are already passionately sharing.
We will focus on the Santa Fe experience, not the lists of things to see and do. We will share the stories of the hoteliers, chefs, and artisans who run them as well as the people who make Santa Fe what it is.
We will use an in‐house social media coordinator for real time engagement, timely posting, and an authoritative local voice.
Channels:FacebookTwitterPinterestInstagram
LinkedInYouTubeGoogle PlusBlog Posts
Recommended Hashtags:#SantaFE #SantaFeNM #TheCityDifferent
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33PUBLIC RELATIONS STRATEGY & TACTICS
PUBLIC RELATIONS / STRATEGY & TACTICSPUBLIC RELATIONS / STRATEGY & TACTICSOverview:Manage the flow, content, and reach of news about Santa Fe to the press, related in an energetic and authentic way and emphasizing the latest information, as a critical part of the bureau’s overall marketing and branding effort.
The Facts:Newspaper readers make up 37 percent of the world’s population*.Daily newspaper circulation is up 5.7 percent over the last 5 years*.Web‐based news outlets are reaching more people, thru computers, phones, and pads†.Freelancers produce more than 70 percent of magazine content†.
The media brings third party credibility to informationPress coverage fills in the places not reached by paid advertisingStory content can focus on individual businesses The media depend on our information to develop their stories Highlighting new events, information and city trends keeps the media engaged with Santa Fe
*About.com/marketing† PrDaily.com
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35WEBSITE STRATEGY & TACTICS
WEBSITE / STRATEGY & TACTICSObjective:To ensure that SantaFe.org is fully integrated with all marketing assets and messages of TOURISM Santa Fe. Continue to maintain a streamlined and exciting online experience that introduces visitors to the city’s cuisine, shopping ,performing arts, visual arts, outdoor adventure, history and culture. Enhance and refresh website to provide potential visitors to SantaFe.org an exciting online experience.
Strategies & Tactics:Work with Fuseideas to integrate new creative across all components:
S t FSantaFe.orgCommunityConventionCenter.comBlogNewsletters:
Santa Fe HappeningsStay Another Day in Santa FeStay Another Day in Santa Fe10 Day CalendarSeasonal NewsletterMarketing ReportSales Report
Continue to solicit free photography from local businessesThe Facts*:
75% ‐ of travelers begin online research b f h k h hMaintain and follow photo rotation schedule
Update accolades as needed to promote Santa Fe as top destinationResearch and compare design features with other major markets
before they know where they are going45% of travelers in 2014 did their research on a smartphone or tablet55% of Boomers will travel within the United States 4 – 5 times in 201583% of travelers start with social media to i i t l d ti ti id
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inspire travel destination ideas
*Data Sources: Google – The 2014 Traveler’s Road to DecisionAARP – 2015 Travel Trends
Adobe – Best of the Best Benchmark 2013Silverpop – Email Marketing: Metrics Benchmark Study 2013
2015 END OF YEAR RESULTSOccupancy Rate: 65.7%, 2.4 Point IncreaseAverage Daily Rate: $122.46, 1.5% IncreaseRevenue Per Available Room: $84.10. 4.8% Increase
Social MediaF b k F 45 322 24 3% IFacebook Fans: 45,322, 24.3% IncreasePinterest Followers: 1,968, 24.2% IncreaseInstagram Followers: 5,866, 501% Increase YouTube: 188 subscribers, 39.3 % Increase Blog Total Page Views: 41,244, 74% Increase
Visitor GuideVisitor GuideSanta Fe Unique Digital Visitor Guide Page visits: 36,326, 2.59% increase
Visitor Check‐inVisitors to SFCCC Visitor Centers: 13,012, 179% Increase Visitors to the SF Railyard Visitor Center: 19,772, 83% Increase Visitors to the Plaza Visitor Center (New): 33.006
Public RelationsPress Releases: 162, 161.% Increase Journalist Visits:112, 15% Decrease Media Contacts: 1,936, 7% Increase Earned Media: $25,873,242, 158.1% Increase (Includes the Bachelor)
W b itWebsiteWebsite Visits: 1,140,716 , 10% Decrease Website Unique Visits: 917,805 8% Decrease Average Time on Site: 0:02:55 Pages per visit: 2.43
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TOURISM S FTOURISM SANTA FETHANK YOU!