Think Tank

Think tank

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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 friends and win prizes

Knowledge Recap 2010-2011

Travelocity launches "Top Secret Hotels" Iphone App

Today, the article which retained my attention was the launching of the "Top Secret Hotels" Iphone App by Travelocity.

In fact, I already adhere to secret hotels tendance and the way to decline it in a new app is a great idea. I tried this new concept when I booked a trip to Budapest. I only knew that the hotel was a 4 stars hotel, its location was in the center, and of course the price. Well, it was a good surprise as it was a wonderful hotel.

The secret hotel tendance is very successful and thanks to this new app, Iphone users will appreciate it.

For a traveler who likes last minute, he definitely has to download this app.

On an other hand, to book a secret hotel could be a bad experience as far as we do not know the category, and the location.

Here is the article

Georgen Hospitality Industry: SOCIAL MEDIA ROI

Georgen Hospitality Industry: SOCIAL MEDIA ROI: "1. What is meant by 'Social Media is not free'? access to social media is free but not everything: the company has to hire someone to manag..."

Mobile Marketing

Mobile marketing

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Ten ways to continue the conversation with customers

Today, I found this article really interesting as I am working in Hospitality. American Express Forum gave us the opportunity to think about the link between customers and us after a service or a purchase.

Actually, they give us some keys to maintain the contact with the customers.

In Hospitality, especially, it is really a plus to keep in touch with a guest. It is a way to make him loyal. When I was guest liaison at Pangkor Laut Resort in Malaysia, everyday we had to send "thanks letter" to guests. At the beginning it was the same letter for all of them, only the name of the guest was added and at the end we have decided to add in each letter a personal experience that they had. For example "Dear Mr Winston... We hope that you enjoyed your Spa Treatment and keep a memorable experience...".

I could say that every time we received an answer to this letter. Guest really enjoyed the fact that we still take care of them even if they left the hotel, to be sure that their return trip was safe.

In other words, in Hospitality, the service has to be memorable during the stay of the guest but also before their arrival and after. This is my vision of services.

Regarding the commercial point, it is also a way to make them loyal and to give them a reason to come back to our hotel.

Here is the article