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Alonso Barrientos #UWSMC SOCIAL MEDIA IN THE TRAVEL INDUSTRY.

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Presentation on theme: "Alonso Barrientos #UWSMC SOCIAL MEDIA IN THE TRAVEL INDUSTRY."— Presentation transcript:

1 Alonso Barrientos #UWSMC SOCIAL MEDIA IN THE TRAVEL INDUSTRY

2 USE OF SM IN TRAVEL INDUSTRY Airlines use Twitter, FB to offer last minute offers, fare specials, inform delays & weather Hotels use SM to communicate and keep customers involved - "virtual concierge"" Travel businesses offer Contests, giveaways, prices Travel orgs looking for long term engagement and promote customer loyalty Customer perception drives high rate of SM adoption Travel Blogs by companies, customers.

3 SAMPLES Delta passengers can buy tickets on Facebook's Delta page Hyatt offers "virtual concierge" through twitter - replies within one hour Clipper vacations offers discounts on its facebook page United offers "twares" - special offers through twitter AirTran U Creeper FB page offers 18-24 y.o. stand-by tix discounts VirtualTourist.com - travelers conversations, blogs, photos, reviews, personal travel maps TripAdvisor - "the best and worst revealed"

4 COMMON MISTAKES Abandoning accounts Spamming Over promotion Multiple twitter or fb accounts for one brand Overuse of SM perceived as step-down in customer service Not following up on customers feedback, questions

5 REFERENCES http://www.revenews.com/barrysilverstein/social-media-lessons-from-the- travel-industry/ http://dannybrown.me/2010/04/07/social-media-and-travel-by-jeanne-dee/ Facebook pages of Delta, Victoria Clipper, AirTran U Twitter accounts for United, Hyatt Tripadvisor.com http://www.usatoday.com/tech/news/2010-09-07- travelsocialmedia07_CV_N.htm

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