This document discusses various topics related to hospitality and social media, including: - An experiment conducted with two small hospitality businesses in 2010-2011 to study the impact of social media on customer tips and business. - Key statistics on travel and smartphone/mobile usage that demonstrate travel is a social and mobile experience by definition. - The importance of clearly defining why a hotel exists and how it delivers value in order to have worthwhile conversations on social media. - Examples of how some businesses are using innovative tactics like custom business cards and terms and conditions to facilitate social conversations.

1. Kudos to Thije, Rogier, Jasper and Bonnie for this image.
Wake up. Here’s your new opportunity to be awesome.
Being part of the conversation.
@polledemaagt for Hotel ’13
bncsportinglokeren.be

2. And I’m getting
married to the
most beautiful
girl in the world
this saturday.
My name is Polle.
I knew Jan was going to refer to this ...

3. 1982 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013
Moved to
Amsterdam
Moved to
Ghent
Got married
to Marieke
Quit school
Born in Tilburg
(NL)
as Polle de
Maagt
Strategic Planner
at Boondoggle
Marketing Consultant
at InSites ConsultingTrendwatcher
at Trendwolves
Prime Minister
at Ministry of
World Domination
Social media consultant
(yeah, don’t we all ...)
Freelance webdesigner
(yeah, didn’t we all ... )
Multimedia / 3D Design
at College of Multimedia
Communications
at Fontys University
Eindhoven
Communications
at Tilburg University
First Marathon
(NYC 2005)
A brief history of the stuff I did.

5. Out of the last
600 days, I spent
232in hotels.
(And another 73 in my apartment
in Amsterdam)

6. So bad, I even asked my girlfriend to marry me ... in a hotel.
*The Marriott Hotel in Ghent, room 401.

7. But in general:
Hotels are the most
dreadful places on earth.

8. I understand.
Your hotel isn’t.
The others are.

9. 2012, NH Hotel Utrecht.
Free internet? 10 euros for 50MB upload.

10. The creditcard story.
The booking fee story.

11. MARRIOTT, HILTON 55%

12. I believe that makes me
one of the top 10%
reviewers on TripAdvisor.
New loyalty?

13. My obsession with hospitality (and
how to improve this) started 3 years
ago with two small businesses.

14. 2010, Firenze Italy.
A B&B with social media impact.
]

15. Would this work?
Would this make a difference in
their tips?
2011, Londen UK.
A tipping approach with business impact.

16. And then I decided to do a small
experiment of my own.

18. HATE IT? LOVE IT?
|

19. Why is this so important?

20. Travel is social by definition.
Bron: Facebook Publishing Garage Travel Report 2013.

21. 85% of the international leisure travelers uses his/her smartphone abroad.
Travel is mobile by definition.
Flickr, by johnno_oz

22. Being part of the conversation.
Photo: Wasbar

23. Kudos to Thije, Rogier, Jasper and Bonnie for this image.
Sorry for sticking my nose into your twitter feed.
bncsportinglokeren.be

24. Bron: Facebook Publishing Garage Travel Report 2013.
Sorry. There is no free ride.

25. Consumers expect more every day.

26. More than 80 dedicated employees.
A 30min response and 12h solution
24/7 service in 7 world languages
(soon more)
A new opportunity to be the best.

27. So, now what?!

28. 1) Why does your hotel exist?

29. 1) Why does your hotel exist?
OR: WHAT WILL BE THE TWEET?

31. Euh ...

32. we like bikes
and we like you
and the rest of the world
to ride bikes
and like them too
Foto: Rolling Orange Bikes

33. we like bikes
and we like you
and the rest of the world
to ride bikes
and like them too
Foto: Rolling Orange Bikes

34. “Don’t expect too much, but it’s clean, cheap and the
drunk Germans are actually quite funny.”

35. “Decent and close to the Antwerp Central Station.”

36. Travel like a human.

37. 2) What are you doing to be worth
talking about?

38. The challenge of managing expectations.
OVER-THE-TOP-DELIVERY
OVER-DELIVERY
DELIVERY
UNDER-DELIVERY
EXPECTATIONS LEVEL

39. Not everything has to be perfect.

40. Wasbar (Gent) is closed on mondays.

42. IKEA no-nonsense en ‘for the many people’.

44. Blurb.com makes the
customer satisfaction
(well, NPS) actionable.

45. THIS MAKES YOUR JOB SOOOOOOO MUCH COOLER!
DOESN’T IT?!

46. 3) How are you facilitating these
conversations?

47. Businesscards worth instagramming.
Moo.com

48. Belgium’s member-gets-member based telecom provider.
Coolblue’s general terms and conditions.

49. This email is automagically generated, but please don't trash it just yet!
Not so long ago in a country not so far away, there was a somewhat skinny and nerdish boy with a babyface who fell madly in love
with the most beautiful girl in the world. The only problem was that the girl lived in another country, with a funny different dialect,
crappy roads and no government. However, the girl's beauty and kindness was so overwhelming that he had no other choice than
to quit his job and emigrate.. He even wrote a blogpost about it (yes, that's how modern lovestories go). And on a magical day,
almost 1,5 years ago the boy (as soon as he realised Kate Upton was out of his league) asked the girl if she wanted to be his wife for
ever and ever ever.
And she said yes.
And this saturday, they are getting married.
Well, that boy is Polle and that girl is Marieke.
To celebrate this modern lovestory, Polle and Marieke are leaving on honeymoon this monday and won't be coming back until
June 6th. A well deserved break from #worlddomination.
That all, however, has a downside. Polle won't be able to read his email too much, so you might experience a substantial delay in
email replies.
As the best honeymoons are made up from instagram, twitter and facebook-free moments, you won't be able to follow their trails
via twitter, facebook, instagram or blogs. If you really want to read something cool, try one of Polle's favorite books.
Thank you,
RobotPolle.
P.S. To all burglars: yes, we have a house-sitter. Don't bother trying.
Fix your out of office. Try mine - polle@polledemaagt.com

51. Manage your manager.
DANIEL TERMONT, TWITTERING MAYOR OF GENT
DANIEL’S FIRST TWEET.

52. Final words.

53. Trip Planner, @KLMfares and others
New social tools that generate sales
INDIRECT RETURN
IN BRAND, PREFERENCE,
RELATIONSHIPS
DIRECT RETURN
IN MONEY
EXTERNAL
(OUTSIDE KLM)
KLM Web Relations
Cost efficient, service is sales.
Employee pride & ideas
Social makes employees happy.
Happy employees make happy
customers.
Campaigns (e.g. KLM Surprise)
We have great campaigns that work
to generate likes and likeability.
Products (e.g. Meet & Seat)
Dealmakers in the long term.
Is it worth the money? Hell, yeah!
INTERNAL
(INSIDE KLM)
Social offer
Social drives direct sales
Business improvements
From consumer interactions.

54. 48AFTER THIS SESSION.
DO SOMETHING WITHIN
*Yes, my mentor Steven van Belleghem taught me that.

55. Polle de Maagt
polle@polledemaagt.com
www.polledemaagt.com
LET ME KNOW WHAT YOU DID.