April 2010 BMPR - Travelocity

Social media matters to @travelocity
As an online player, people talk about us in variety of Web forums
Trust and reputation are critical
Travel evokes strong emotions

Travelocity’s Social Media Measures
Visitors & page views
Traffic from the Social Web to Travelocity
Links to Travelocity landing pages
Links to monthly enterprise promotion
Links to Travel Deals
Bookings originating on social media channels
Fans/followers/conversations

Facebook- Exclusive Deals and Shopping

Facebook – Roaming Gnome Yourself

How we engage customers on Twitter
Constantly monitor our mentions
Communicate via email instead of DM
Hand-off to customer service when appropriate
Twitterventers

Go on offense with Twitter
Thank customers for their business
Engage with partners
#FF
Surprise and delight
Re-tweet favorites
Tag favorites
Email favorites to team members

Building Brand Affinity with Twitter
@roaminggnome
@windowseatblog
@gaytravelocity
@travelforgood
@travelocitybiz
@travelocityCA
@travelocity_AR
@travelocity_MX

Our experiment with Chatroulette
35 days running
24/7 either chatting or Roaming Gnome with sign that we change regularly
285,120 chat impressions
400 conversations

Thank you!
joel.frey@travelocity.com
@cypresswalls
682-605-2178

April 2010 BMPR - Travelocity

by BMPR on May 05, 2010

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