Social media roi

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Social media roi

  1. 1. SOCIAL MEDIA ROI Social Media is Dead Long Live Social Media ROI Nesrine YOUSSEF & Leila LAMRHOUTI & Maliha SERIR
  2. 2. 1. WHAT IS MEANT BY 'SOCIAL MEDIA IS NOT FREE'? <ul><li>Time is money </li></ul><ul><li>Staff involved (productivity) </li></ul><ul><li>Staff job shift </li></ul><ul><li>Influencer incentives </li></ul><ul><li>Tech tools </li></ul><ul><li>Budget </li></ul><ul><li>Commission </li></ul><ul><li>Hiring a company and experts </li></ul><ul><li>E-reputation (risks, impact) </li></ul>
  3. 3. 2. IN ADDITION TO ROOMS BOOKINGS, WHAT MEASUREMENTS WOULD BE EFFECTIVE FOR HOTELS? <ul><li>Brand awareness (klout, getsatisfaction, review Pro, tanalyser, tripadvisor, response time) </li></ul><ul><li>Reputation </li></ul><ul><li>SM sites views (level of engagement, quality of comments) </li></ul><ul><li>Transacting customers </li></ul><ul><li>Social & Web data </li></ul><ul><li>Interaction in platforms </li></ul><ul><li>Brand loyalty </li></ul><ul><li>ROI (marketing mix, revenue,transient shift, rewards, channel shift) </li></ul><ul><li>CRM </li></ul><ul><li>Structure campaign </li></ul>
  4. 4. 3. HOW SHOULD A HOTEL, WITH LIMITED RESOURCES, DECIDE WHAT SM EFFORTS TO MAKE? <ul><li>Update regulaly </li></ul><ul><li>Interact with users/influencers </li></ul><ul><li>Innovate </li></ul><ul><li>Include visual tools </li></ul><ul><li>Sell & dream a dream/experience </li></ul>
  5. 5. 4. WHAT ROLE DOES SM PLAY IN OFFERING CUSTOMER SERVICES? <ul><li>Sharing </li></ul><ul><li>Promoting </li></ul><ul><li>Assist- service </li></ul><ul><li>Informing </li></ul><ul><li>Converse services </li></ul><ul><li>Convince </li></ul><ul><li>Developping & Improving </li></ul><ul><li>Educate customers </li></ul><ul><li>Loyalty </li></ul><ul><li>Brand awareness </li></ul><ul><li>Seduce via interests </li></ul>

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