FM CVB Claiming Social Spaces

Claiming social  spaces  FMCVB hotel partners  Oct 4, 2011 

What are “social spaces”? 

Social spaces represent physical locaAons. People can add raAngs, reviews, and conversaAons. 

Social spaces for hotels •  More than 114 million Americans will research travel online in  2011, and 94 million will book online (Hotel Marke,ng, April  2011) •  Sites like Google Places, Trip Advisor, Yelp, and Facebook  Places improve search opAmizaAon and allow you to directly  talk with customers •  Maybe most importantly… 

Know what’s being said… 

…and join the conversaAon 

Before you get started 

Create a game plan •  Accessibility  –  Use a shared or neutral email account, not a personal  one  –  Consider seVng up a Gmail or another shared email  address that can be forwarded to mulAple people •  Responsibility  –  Who will monitor on an ongoing basis?  –  Who decides which reviews are responded to?  –  Who is in charge of updaAng photos every 3‐6  months? 

Encourage reviews  •  Encourage, but don’t ask for  reviews  –  “Check us out on…” works  beer than “Write a review  on…”  –  Include URLs in follow‐up  emails or on receipts  –  Signs or cards in lobby  –  Focus on one space, or  encourage them to use the  space of their choice  •  Remember that reviews  from your lobby computer  may get ﬂagged 

Respond to reviews gracefully 

http://www.flintcom.com	94
http://www.flint-group.com	64
http://www.flintinteractive.com	21
http://www.westmorelandflint.com	18
http://www.simmonsflint.com	15
http://www.hatlingflint.com	14
http://flint-group.com	12
http://flintinteractive.com	8
http://www.flint-direct.com	5
http://westmorelandflint.com	3
http://flintcom.com	3
http://hatlingflint.com	2
http://paper.li	1
http://www.aadlandflint.com	1

FM CVB Claiming Social Spaces

by Flint Group on Nov 07, 2011

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FM CVB Claiming Social Spaces — Presentation Transcript