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.

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FM CVB Claiming Social Spaces

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

  2. 2. What
are
“social
spaces”?

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

  4. 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. 5. Know
what’s
being
said…

  6. 6. …and
join
the
conversaAon

  7. 7. Before
you
get
started

  8. 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. 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. 10. Respond
to
reviews
gracefully


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