It’s around the summer months we all start thinking about taking a break, getting away from it all and chasing the sunshine. Holidays represent a very personal investment, so travel companies would be wise to use the most personal form of marketing – Social Media. Having a dedicated officer, or a whole team where required, allows for constant monitoring, social listening and online engagement with the market to capture the audience’s attention and drive, to you over the vast competition.
Customer contact
Social Media allows customers to interact a lot more closely, interacting with customers can only bring a positive impact, there’s nothing worse than a company that ignores customer interactions it makes them look false and rude – in ‘real life’ you wouldn’t walk into a shop and expect to be ignored after saying hello to the shop assistant, the same analogy applies to ignoring social engagement.
It’s important for brands, especially consumer driven firms such as travel agencies to address customer interactions, even if they are negative to show that they value customer feedback. Those that show your values through social media and nurture those relationships through a customer centric approach are the winning companies online.
Social Media and user-generated content are an essential part of marketing to the modern affluent travellers. By leveraging the millions of authentic travel photos and stories that people post online everyday, luxury travel brands can create engaging digital experiences that move travellers along the path to purchase.
Unlike low price driven online platforms, high-end hotels and travel agents don’t want to reach everyone on Facebook and Twitter. That would be a waste of time, given that not everyone can afford your services (we talk a lot about buyer personas and the importance of refining your core audiences in other blogs). Utilising the likes of social analytics can help brands understand their customers better and provide valuable insights that drive stronger content strategies in the future.
Buyer personas
Buyer personas, or audience segments provide a deeper understanding of the target audience. Professions, ages and what they like/dislike are absolutely critical to successful online marketing. With the opportunity some hotel groups are now using, such as rewarding guests who have checked in via Facebook, Twitter or Foursquare with exquisite bonus services like complimentary spa treatments or a welcome bottle – these additional tactics drive the personal experience for the customer and help them to remember their experience with you, and in turn drive sales in the future. Another way to drive your audience interaction and engagement is encouraging holiday-makers to share their holiday photos via creative services and facilities.
Key takeaways
- Know your consumers, create a buyer profile (if you are struggling with this, we can help!)
- Keep it exclusive and relevant; tailor your content to a great customer experience
- Gain deeper insights into your consumers, and refine your activities based on THEIR needs and desires, not what you want to show…travel brands should then focus on creating tailor made, personalised content online.
Are you a luxury travel brand that is looking to excel your social experience for your audiences and drive sales? Contact us for more information and don’t forget to follow our page @brighterdirections on Facebook or LinkedIn for more insights.
