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Hotel Branding Through Social Media - EBriks Infotech
 

Hotel Branding Through Social Media - EBriks Infotech

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Hotel Branding Through Social Media - EBriks Infotech

Hotel Branding Through Social Media - EBriks Infotech

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    Hotel Branding Through Social Media - EBriks Infotech Hotel Branding Through Social Media - EBriks Infotech Presentation Transcript

    • How Do You Build a Social Hospitality Brand? © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 2
    • 98.6% 50% 80% Number of customers who “Like” your brand page who may never return? Number of new fans who will not see your Facebook posts in 3 months time? Number of your Twitter followers who may never see any of your Tweets? © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • Who are the most engaged hotel brands? Top Global Hotel Pages Fans 8,315,638 People Talking About This is the number of unique users who have created a “story” about a page in a seven-day period. 108,955 1.3% 2,012,180 12,412 0.6% 1,421,714 Conversation Strategy? PTAT 20,823 1.3% 1,082,770 22,545 2% 784,567 Content Strategy? 3% Number of your Facebook fans who actually see your posts if you have over 1m fans? 7,098 0.9% 769,963 33,742 4% © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. #DigiTrends14
    • “Engaging with your fans and building a community are two totally different things”. © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • OUR HOTEL (LOYALTY PROGRAM) IS THE ONLY _________ THAT _________ . ZAG by Marty Neumeier © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. #DigiTrends14
    • “Welcome back”. © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • No person can make it very far in this life on a 40 hour week”. J.W. Marriott © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • 40,231,339 Fans 327,698 PTAT © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • 70,330,775 Fans 659,068 PTAT © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • “Only close attention to lots of small details can make an operation first class”. J.W. Marriott © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • Survival of the Fittest? © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. #DigiTrends14
    • Steve Job’s sent the GM’s of the first 5 Apple stores to complete the Ritz Carlton’s customer service program. © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • Apple has the highest sales per square foot of any retailer globally. NPS is in the DNA of Apple retail stores. © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • “We don’t haggle with last minute bookings. We need to book the right guest on the right night for the right price”. © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. Marriott Hotels
    • Realised Value How much did you spend with us? Expected Value Average customer value? (LCV) Potential Value What did we expect you to spend with us? © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • “This is about getting everything down to one number. Using stats the way we read them, we will find value in things that nobody else can see”. © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • Sentiment (and SNPS) Matters… “How likely would you be to recommend our hotel to your friend?”. Dell focus on “Detractors” instead of “Promoters”. • 60% Promotors – 25% Passives – 15% Detractors • Each positive comment is worth $5.25 • It takes 5 positive comments to neutral 1 negative one Better Customer Service + NPS Monitoring Added $168m © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • Community Management Drives Sales © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. #DigiTrends14
    • © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • “Social media is one area of business where you don’t need to outspend your competitors in order to beat them”. © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    • © 2013 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.