How Travellers use Social Media and How Businesses Need to Respond

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How Travellers use Social Media and How Businesses Need to Respond

  1. 1. @Selina_Power# ICCT2013How Travellers use Social Media &How Businesses Need to Respond
  2. 2. 2Business Card Draw@Selina_Power# ICTT2013Business Card draw
  3. 3. 5The Traveler Life Cycle@Selina_Power# ICTT20131. Decision & Planning2. On Vacation3. Post VacationThe Traveler Life Cycle
  4. 4. 6Discovery & Planning@Selina_Power# ICTT20131. Discovery & Planning20% of travellers have used mobile apps to find flights30% have used mobile apps to find hotels15% have downloaded mobile apps specific toupcoming vacations
  5. 5. 7Discovery & Planning@Selina_Power# ICTT20131. Discovery & PlanningOnly 48% stuck to their original travel plans after seeingnegative social media feedback- 33% Changed their hotel- 10% switched resorts-10% changed agent/operator/website- 7% Holidayed in a different country- 5% Switched Airlines
  6. 6. 8Discovery & Planning@Selina_Power# ICTT20131. Discovery & PlanningROI of Social MediaWhat are the triggers?Provide information and downloadsHave a simple to navigate website
  7. 7. 9On Vacation@Selina_Power# ICTT20132. On Vacation85% of leisure travellers use their smartphonewhile abroad.72% post vacation photos on a social networkswhile still on vacation.46% Check into a location(eg Facebook, FourSquare) while on vacation70% update their Facebook status on vacation
  8. 8. 10On Vacation@Selina_Power# ICTT20132. On VacationTop 5 uses for smartphones while traveling:1. Take photos2. Use map features3. Search restaurants4. Search activities and attractions5. Check in prior to flight
  9. 9. 11On Vacation@Selina_Power# ICTT20132. On VacationEncourage customers to share the images with youAsk them to connect with you for deals and offersCreate a mobile application for touristsCreate engaging social conversations with the traveler.Write content for your travellers friends not for the traveller
  10. 10. 12Post Vacation@Selina_Power# ICTT20133. Post VacationPost-vacation, 46% of travellers post hotel review40% post activity/attraction reviews40% post restaurant reviews76% post vacation photos tosocial network55% ‘liked’ Facebook pages specific toa vacation
  11. 11. 13Post Vacation@Selina_Power# ICTT20134. Post Vacation69 million monthly visitors60 million travel reviews and opinionsworld wide90% of topics in Trip Advisor forum arereplied to within 24 hours.
  12. 12. 14Discovery & Planning@Selina_Power# ICTT20131. Discovery & PlanningOnly 48% stuck to their original travel plans after seeingnegative social media feedback- 33% Changed their hotel- 10% switched resorts-10% changed agent/operator/website- 7% Holidayed in a different country- 5% Switched Airlines
  13. 13. 15Post Vacation@Selina_Power# ICTT20133. Post VacationMonitor for reviews and negative commentsDon’t forget to focus on the positive!Send a thank you emailAsk to see some photos in returnSend a surveyContinue to engage with traveler
  14. 14. @Selina_Power# ICCT2013Thank You

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