FM CVB Claiming Social Spaces

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The Flint Group helped the FM CVB develop a workshop to educate its members on the benefits of claiming social spaces online. This is a sample of the presentation.

The Flint Group helped the FM CVB develop a workshop to educate its members on the benefits of claiming social spaces online. This is a sample of the presentation.

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Transcript

  • 1. Claiming
social
 spaces
 FMCVB
hotel
partners
 Oct
4,
2011

  • 2. What
are
“social
spaces”?

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

  • 4. 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…

  • 5. Know
what’s
being
said…

  • 6. …and
join
the
conversaAon

  • 7. Before
you
get
started

  • 8. 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?

  • 9. 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

  • 10. Respond
to
reviews
gracefully