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Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism
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Diego Sartori - citizenM - presentatie Inspiratiedag e-tourism

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Presentatie van Diego Sartori van citizenM zoals gegeven tijdens de Inspiratiedag.

Presentatie van Diego Sartori van citizenM zoals gegeven tijdens de Inspiratiedag.

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Transcript

  • 1. user generated content 30-March-2011 @diegosartori
  • 2.  
  • 3.  
  • 4.  
  • 5. evolution
    • new technology impacting existing technology
    • television impacted radio
    • cell phones made beepers almost obsolete
    • the internet impacted many industries
    • newspapers and magazines
    • travel Agencies
    • music downloads on iPod impacted the recording industry
    • social media impacting the way we get and share information
    • tripadvisor impacting on hotel purchase
  • 6. popularity
  • 7. popularity
  • 8. user-generated content
    • from content consumers to content producers
      • Wikipedia
    • CNN iReport
    • Time magazine's 2006 Person of the Year
  • 9. who do consumers trust?
  • 10. marketing 1.0
  • 11. marketing 2.0
  • 12. what about in travel and hospitality?
  • 13. citizenM launch September 2007
  • 14. decision making
    • video
  • 15. june 2008: citizenM opened at amsterdam airport
    • dozens of movies covering opening appeared on Youtube
    • people leave reviews online of their citizenM experience
  • 16. august 2010: citizenM glasgow
    • opening campaign using social medial tools
    • test sleep: 400 rooms in 4 hours
  • 17. online reputation
    • encourage reviews
    • direct people to the appropriate channel or feedback:
    • 1. tripadvisor for positive feedback
    • 2. survey link for detailed feedback
    • 3. hotel Manager for negative feedback
    1 2 3
  • 18. Staff & reputation management
    • acknowledge negative review, reply and follow up internally
    • ambassadors are rewarded based on online reputation per month
  • 19. reputation management
  • 20. wow factor
    • specials
    • citizenMag
    • content
  • 21. trip advisor
    • high popularity
    • awarded trendiest in the world
  • 22. @citizenM
  • 23. community
  • 24. community
  • 25. in conclusion
    • unique, friendly, honest, up-to-date, caring
    • creating right expectations + wow factor
    • staff that share brand values
    • follow up on all issues
    • people leave reviews online of their citizenM experience
  • 26. thank you

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