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mardi 19 avril 2011
mercredi 6 avril 2011
Class review
SOCIAL REWARDS + SOCIAL NETWORK - TOP GUEST + INSTAGRAM
1. What customer groups - communities of interest are being targeted
•Iphone users
2. What actions are being provoked
•Take a picture and share it on Facebook, Twitter or Flickr
3. Are the incentives appropriate
•Bonus points
4. Will these campaigns work - yes, why - no, why not
•No, because they reward only the best users.
5. Do commercial campaigns change the essential nature of the social network used.
•No, because it is still a question of sharing pictures
SOCIAL NETWORK + OTA - EXPEDIA + FACEBOOK
6. What customer groups - communities of interest are being targeted
•Smartphone users
•Facebook users
•Travelers
•Expedia customers
7. What actions are being provoked
• Like Expedia
•Invite Facebook friends
•Make sure that your Facebook friends accept your invitation
8. Are the incentives appropriate
•Expedia Travel Credit
9. Will these campaigns work - yes, why - no, why not
•We could say that it works thanks to the large number 184 320 of likers
10. Do commercial campaigns change the essential nature of the social network used
The essential nature of Facebook is still the same. All about sharing, inviting
1. What customer groups - communities of interest are being targeted
•Iphone users
2. What actions are being provoked
•Take a picture and share it on Facebook, Twitter or Flickr
3. Are the incentives appropriate
•Bonus points
4. Will these campaigns work - yes, why - no, why not
•No, because they reward only the best users.
5. Do commercial campaigns change the essential nature of the social network used.
•No, because it is still a question of sharing pictures
SOCIAL NETWORK + OTA - EXPEDIA + FACEBOOK
6. What customer groups - communities of interest are being targeted
•Smartphone users
•Facebook users
•Travelers
•Expedia customers
7. What actions are being provoked
• Like Expedia
•Invite Facebook friends
•Make sure that your Facebook friends accept your invitation
8. Are the incentives appropriate
•Expedia Travel Credit
9. Will these campaigns work - yes, why - no, why not
•We could say that it works thanks to the large number 184 320 of likers
10. Do commercial campaigns change the essential nature of the social network used
The essential nature of Facebook is still the same. All about sharing, inviting
lundi 4 avril 2011
dimanche 3 avril 2011
Travelocity launches “Top Secret Hotels” iPhone app
The text I found this week is about the new app that expedia did launched: the travelocity's app.
It offers lower price (55% off) using top secrets hotel. This is a last minute option for people deciding to travel today or this week end for example.
Well I remember having traveled in Florida with last minute hotel and it was very complicated to stop at every hotel to find the cheapest one: it was a waste of time actually. I imagine if that app had existed I would enjoy more every hotels.
This app gives also whats nearby the hotel you have choosen (restaurant, guide...) Even if it not a last minute travel you can book package with this app too finding the best rate of the hotel you might need.
Link to the article
It offers lower price (55% off) using top secrets hotel. This is a last minute option for people deciding to travel today or this week end for example.
Well I remember having traveled in Florida with last minute hotel and it was very complicated to stop at every hotel to find the cheapest one: it was a waste of time actually. I imagine if that app had existed I would enjoy more every hotels.
This app gives also whats nearby the hotel you have choosen (restaurant, guide...) Even if it not a last minute travel you can book package with this app too finding the best rate of the hotel you might need.
Link to the article
mercredi 23 mars 2011
SOCIAL MEDIA ROI
1. What is meant by 'Social Media is not free'?
2. In addition to rooms bookings, what measurements would be effective for hotels?
3. How should a hotel, with limited resources, decide what SM efforts to make?
4. What role does SM play in offering customer services?
- access to social media is free but not everything:
- the company has to hire someone to manage social media so this is not free
- some social media are not free such as: buzzmetrics, cymfony... you need to invest for the design and build your own application on those social media
- other investment could be done to be present in new social media: for example a mobile app cost a lot of money (around 5000 euros)
2. In addition to rooms bookings, what measurements would be effective for hotels?
- Measure in term of notoriety by using a special program for example: twitalyzer, klout, google analytics
- guest comments
- sharing value/ active followers
- page views
- loyalty
- how many fans, download, followers, view...
3. How should a hotel, with limited resources, decide what SM efforts to make?
- define a SIM action plan
- define in which social media we will act
- set up goals and objectives
- define the chanel (social media and plateform)
- how to measure it
- how to create a bigger community
4. What role does SM play in offering customer services?
- it is an influencer
- to reward the guest
- personnalization of the customer
mardi 22 mars 2011
lundi 21 mars 2011
Delta launches online check-in via Facebook
The article of the week I found very impressive is about the new application on facebook of Delta Airlines.
What an invention? The company has got from last august a facebook page. But now everybody can book a flight from the facebook app. That mean a gain of time.
you only need to go over your facebook page and then you can book your vacation: you do not to book in an other booking engine app over your phone.
the tocket counter permits to the guest to put additional option and look at the delay, check in hour... direct on it facebook account.
I went to there blog and customer have nice comments. This is a good invention. I think every company should do that.
link to the artcile
What an invention? The company has got from last august a facebook page. But now everybody can book a flight from the facebook app. That mean a gain of time.
you only need to go over your facebook page and then you can book your vacation: you do not to book in an other booking engine app over your phone.
the tocket counter permits to the guest to put additional option and look at the delay, check in hour... direct on it facebook account.
I went to there blog and customer have nice comments. This is a good invention. I think every company should do that.
link to the artcile
mercredi 16 mars 2011
lundi 14 mars 2011
20 examples of great Facebook Pages
One way to market the brand of a hotel or hotel chain, is to create a facebook pages.
The page permits everybody to follow the brand and to know the news of it.4 to 5 people use social media. Around everybody has got a facebook account.
The percentage of ROI created by facebook pages are growing up every day. The facebook page is the way to interact directly with clients or futur clients.
For example the facebook page of Leading Hotel of the world asks every week end if someone have been in a LHW hotels and spend a great time. Also they everyday speak with the fans so it creates a great contact between fans and the company.
The fan feels important for the brand. And the brand takes advise, compliment, or bad experiences, so it is like a satisfaction survey.
Link
The page permits everybody to follow the brand and to know the news of it.4 to 5 people use social media. Around everybody has got a facebook account.
The percentage of ROI created by facebook pages are growing up every day. The facebook page is the way to interact directly with clients or futur clients.
For example the facebook page of Leading Hotel of the world asks every week end if someone have been in a LHW hotels and spend a great time. Also they everyday speak with the fans so it creates a great contact between fans and the company.
The fan feels important for the brand. And the brand takes advise, compliment, or bad experiences, so it is like a satisfaction survey.
Link
lundi 7 mars 2011
Starwood launches comprehensive online booking in Chinese
Here is the link
One of the largest hotel group in the world grows its market in Asia.
As we know China is the biggest market in terms of tourism emergence. So Starwood hotel group expend its chance of attracted more chinese tourist. So the group develop it booking engine translted it in chinese. So the access for chinese is easier.
It is the way for customer and also for the group to understand each other. The company is the only one in the world that is 24h available in chinese for customer.
The strategy of the group is amazyng and unique.
The analysis of the market segment and looking at the future is the way of being the more profitable for customer and know what is expecting.
One of the largest hotel group in the world grows its market in Asia.
As we know China is the biggest market in terms of tourism emergence. So Starwood hotel group expend its chance of attracted more chinese tourist. So the group develop it booking engine translted it in chinese. So the access for chinese is easier.
It is the way for customer and also for the group to understand each other. The company is the only one in the world that is 24h available in chinese for customer.
The strategy of the group is amazyng and unique.
The analysis of the market segment and looking at the future is the way of being the more profitable for customer and know what is expecting.
mercredi 2 mars 2011
mardi 8 février 2011
dimanche 6 février 2011
Gogobot, the Facebook of the travel industry?
Today, the article I choose is the Gogobot concept. It is a social network for travel sharing.
The company said that now they want the identification of people having shared their comment about a travel. So trust between everyone is easier and can be follow anytime. People can share their trips and others can plan their vacation.
Now people do not use so much travel agencies. The easiest way and the cheapest way is to book everything on internet. So, once people have found there vacation, they want to have information and know more about the tourist place. Most of the time people like to find little places really rare.
So with a direct communication on a social network dedicated to the travel, people are not feeling alone anymore and would get more information about a location than if they just buy a tourism book.
Link to the article: http://www.hotelmarketing.com/index.php/content/article/gogobot_the_facebook_of_the_travel_industry
The company said that now they want the identification of people having shared their comment about a travel. So trust between everyone is easier and can be follow anytime. People can share their trips and others can plan their vacation.
Now people do not use so much travel agencies. The easiest way and the cheapest way is to book everything on internet. So, once people have found there vacation, they want to have information and know more about the tourist place. Most of the time people like to find little places really rare.
So with a direct communication on a social network dedicated to the travel, people are not feeling alone anymore and would get more information about a location than if they just buy a tourism book.
Link to the article: http://www.hotelmarketing.com/index.php/content/article/gogobot_the_facebook_of_the_travel_industry
mardi 1 février 2011
Whats most important for business travelers when choosing a hotel?
Link to the article: http://www.hotelmarketing.com/index.php/search/results/a063bfdad5e0bbfcb9528bbd81003aba/
This week, this article retained my attention. Effectively, a travel study published by Travel Leaders informs us regarding what is the most important for business travel when they choose a hotel:
1. The hotel has to be close to the business meeting
2. The hotel has to use its reward program
3. Wi-Fi has to be free
4. The hotel has to be near the airport
5. Breakfast has to be free
Moreover, more than 50% combine business travel with leisure or family trip.
These studies are really interesting and permit us to be informed of what our guests are looking for. This information is helpful in order to target a segment. For example, if your hotel is close to the airport, your most important target will be business travelers.
Then, you will have to think what is important for people who are traveling for business. Obviously, the location of hotel is necessary because they won’t lose time in transportation. the Wi-Fi for free of course, they are in a business travel, they have to work and they won’t pay for Internet, and to finish the breakfast for free because most of the time meetings are delayed and the only real meal that they have is breakfast !
In order words, to target a segment, think what is important for them. For the business segment, the gain of time is the success key.
This week, this article retained my attention. Effectively, a travel study published by Travel Leaders informs us regarding what is the most important for business travel when they choose a hotel:
1. The hotel has to be close to the business meeting
2. The hotel has to use its reward program
3. Wi-Fi has to be free
4. The hotel has to be near the airport
5. Breakfast has to be free
Moreover, more than 50% combine business travel with leisure or family trip.
These studies are really interesting and permit us to be informed of what our guests are looking for. This information is helpful in order to target a segment. For example, if your hotel is close to the airport, your most important target will be business travelers.
Then, you will have to think what is important for people who are traveling for business. Obviously, the location of hotel is necessary because they won’t lose time in transportation. the Wi-Fi for free of course, they are in a business travel, they have to work and they won’t pay for Internet, and to finish the breakfast for free because most of the time meetings are delayed and the only real meal that they have is breakfast !
In order words, to target a segment, think what is important for them. For the business segment, the gain of time is the success key.
mardi 25 janvier 2011
lundi 24 janvier 2011
vendredi 21 janvier 2011
What consumers want most from a hotel in 2011
LInk to the article
This article is about what consumers are expected from hoteliers in 2011.
Every year the consumers goals change with the environment, the market, and life changed. So constently, the hoteliers have to take care about the trends and the consumers expectation.
People wants more for less! which mean that people want to spend less money but having as much as possible more activities and amenities. A lot of hotels nowadays are proposing package with everything included, and people love it.
From the experience of my last training in a luxury hotel, clients like also to complain to get something free as the drinks, dinner.. But the hotelier knows that giving as much as possible to the client is creating his fidelisation.
This article is about what consumers are expected from hoteliers in 2011.
Every year the consumers goals change with the environment, the market, and life changed. So constently, the hoteliers have to take care about the trends and the consumers expectation.
People wants more for less! which mean that people want to spend less money but having as much as possible more activities and amenities. A lot of hotels nowadays are proposing package with everything included, and people love it.
From the experience of my last training in a luxury hotel, clients like also to complain to get something free as the drinks, dinner.. But the hotelier knows that giving as much as possible to the client is creating his fidelisation.
dimanche 16 janvier 2011
IMGuest.com, like Foresquare for hotels
This article learned me this week a new social networking related on my study : HOspitality.
It is talking about IMguest.com. It is a social network between the hotelier and his guest. The conversation can travel all over the world. The aim of this social network is to work with the business travelers. It is a unique plateform for the hotel guests and boost the hotel and the brand.It can offer special package for the guest.
The guest has just to sign in to the website and find the hotel or the destination. Then he can talk with the hotelier and make business with him. It is concerning hotel and guest all over the world.
For the hotelier it is a big social opportunity and can bring a lot of guest. He can earn statistic and information about the guest.
I did not know about that social network because today you can possibly learn about a brand and the new opening of a hotel thanks to facebook but this is an entire network in direct between hotelier and guests.
http://www.hotelmarketing.com/index.php/content/article/imguest.com_like_foresquare_for_hotels
It is talking about IMguest.com. It is a social network between the hotelier and his guest. The conversation can travel all over the world. The aim of this social network is to work with the business travelers. It is a unique plateform for the hotel guests and boost the hotel and the brand.It can offer special package for the guest.
The guest has just to sign in to the website and find the hotel or the destination. Then he can talk with the hotelier and make business with him. It is concerning hotel and guest all over the world.
For the hotelier it is a big social opportunity and can bring a lot of guest. He can earn statistic and information about the guest.
I did not know about that social network because today you can possibly learn about a brand and the new opening of a hotel thanks to facebook but this is an entire network in direct between hotelier and guests.
http://www.hotelmarketing.com/index.php/content/article/imguest.com_like_foresquare_for_hotels
mercredi 12 janvier 2011
dimanche 9 janvier 2011
Best Western launches iPad app
Best western has just launched its new ipad app: it is not only the booking online but a real digital world around one or more best western hotels!
It is genius, lets say that you travel at the best western of Orlando Florida, when you go back home and from your Ipad you can share your experience with your friends and family: restaurant around, actities...
It is really good to have this app for the hotel and the customer: the hotel will care about the comments and will do the best to answer their disapointment or anything. It is important for a hotel to be on that place because it is the today's world and shows that the hotel cares about digital world and listen to the new technologies.
For the customer who will be intersted of the best western of orlando, it is the best for him to get this app and look at what it is saying about the hotel!!
It is genius, lets say that you travel at the best western of Orlando Florida, when you go back home and from your Ipad you can share your experience with your friends and family: restaurant around, actities...
It is really good to have this app for the hotel and the customer: the hotel will care about the comments and will do the best to answer their disapointment or anything. It is important for a hotel to be on that place because it is the today's world and shows that the hotel cares about digital world and listen to the new technologies.
For the customer who will be intersted of the best western of orlando, it is the best for him to get this app and look at what it is saying about the hotel!!
dimanche 2 janvier 2011
The new luxury landscape
The crisis of 2009 had touched all kind of market including luxury.
Before, luxury was seen as something valuable for our selves. Now luxury is seen as a moment, consumers take it personnaly. the question is what will be the new attitude of 2011. Of course luxury brand in hospitality, and because of the growing competition has to be innovative for the customer to fidelize him.
In 2011 in Paris ,for example, will be built new palace. It is luxury but the good one will be the one where customer feel themselves their luxuous moment.
Link to the article:
http://www.hotelmarketing.com/index.php/content/article/the_new_luxury_landscape
Before, luxury was seen as something valuable for our selves. Now luxury is seen as a moment, consumers take it personnaly. the question is what will be the new attitude of 2011. Of course luxury brand in hospitality, and because of the growing competition has to be innovative for the customer to fidelize him.
In 2011 in Paris ,for example, will be built new palace. It is luxury but the good one will be the one where customer feel themselves their luxuous moment.
Link to the article:
http://www.hotelmarketing.com/index.php/content/article/the_new_luxury_landscape
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