@Selina_Power

# ICCT2013

How Travellers use Social Media & How Businesses Need to Respond

2Business Card Draw

@Selina_Power

# ICTT2013Business Card draw

5The Traveler Life Cycle

@Selina_Power

# ICTT2013

1. Decision & Planning

2. On Vacation

3. Post Vacation

The Traveler Life Cycle

6Discovery & Planning

@Selina_Power

# ICTT20131. Discovery & Planning

20% of travellers have used mobile apps to find flights

30% have used mobile apps to find hotels

15% have downloaded mobile apps specific to upcoming vacations

7Discovery & Planning

@Selina_Power

# ICTT20131. Discovery & Planning

Only 48% stuck to their original travel plans after seeingnegative social media feedback

- 33% Changed their hotel

- 10% switched resorts

-10% changed agent/operator/website

- 7% Holidayed in a different country

- 5% Switched Airlines

8Discovery & Planning

@Selina_Power

# ICTT20131. Discovery & Planning

ROI of Social Media

What are the triggers?

Provide information and downloads

Have a simple to navigate website

9On Vacation

@Selina_Power

# ICTT20132. On Vacation

85% of leisure travellers use their smartphonewhile abroad.

72% post vacation photos on a social networkswhile still on vacation.

46% Check into a location (eg Facebook, FourSquare) while on vacation

70% update their Facebook status on vacation

10On Vacation

@Selina_Power

# ICTT20132. On Vacation

Top 5 uses for smartphones while traveling:

1. Take photos

2. Use map features

3. Search restaurants

4. Search activities and attractions

5. Check in prior to flight

11On Vacation

@Selina_Power

# ICTT20132. On Vacation

Encourage customers to share the images with you

Ask them to connect with you for deals and offers

Create a mobile application for tourists

Create engaging social conversations with the traveler.

Write content for your travellers friends not for the traveller

12Post Vacation

@Selina_Power

# ICTT20133. Post Vacation

Post-vacation, 46% of travellers post hotel review

40% post activity/attraction reviews

40% post restaurant reviews

76% post vacation photos to social network

55% ‘liked’ Facebook pages specific toa vacation

13Post Vacation

@Selina_Power

# ICTT20134. Post Vacation

69 million monthly visitors

60 million travel reviews and opinionsworld wide

90% of topics in Trip Advisor forum arereplied to within 24 hours.

14Discovery & Planning

@Selina_Power

# ICTT20131. Discovery & Planning

Only 48% stuck to their original travel plans after seeingnegative social media feedback

- 33% Changed their hotel

- 10% switched resorts

-10% changed agent/operator/website

- 7% Holidayed in a different country

- 5% Switched Airlines

15Post Vacation

@Selina_Power

# ICTT20133. Post Vacation

Monitor for reviews and negative comments

Don’t forget to focus on the positive!

Send a thank you email

Ask to see some photos in return

Send a survey

Continue to engage with traveler

@Selina_Power

# ICCT2013

Thank You