It is no doubt that Social Media is starting to make an impact on the Hotel Family. Surveys and studies were done show that the way the guest now engages with Hotels has dramatically changed with Social Media.
Social Engagement has now become an important element in the Booking Conversion process.
Four Seasons Hotels and Resorts commissioned The Luxury Traveller Technology Survey, coupled with leading luxury market research and brand insight, which sets out to uncover how consumers want technology to blend seamlessly into their experience, and how those preferences have changed in recent years.
And indicators from this survey showed a rebounding global luxury market, and smart tuned-in customers utilizing new digital technology. This has to revolutionize traditional marketing and transform it into customer engagement.
Four Seasons Hotels and Resorts also released their Inaugural Luxury Trend Report.
Some of the results from the report were;
-
- Luxury is back. 2011 was the year of Luxury’s rebound. Almost all regions saw at least six percent year-over-year growth in the luxury travel sector – a key indicator of luxury in general. This surge is projected to continue; industry experts project a 10 percent growth in luxury overall in 2013. At Four Seasons, revenues are projected to grow by 9.2 percent in 2012.
- Branding moves to the social sphere. Seventy-eight percent of the affluent participate in social networking sites, with more than half using social media to connect with a brand
Four Seasons brings digital media to the forefront of marketing efforts to suit the ways guests communicate.
- E-commerce is king. The luxury consumer is increasingly going online to research and make purchases. Four Seasons online bookings rose 10 percent from 2010 to 2011.
- The rise of the iPad. One-third of wealthy consumers own a tablet or e-Reader. Four Seasons revenue generated from the iPad and other tablets has grown 200 percent from 2010 to 2011. This number is predicted to grow significantly in 2012.
Leveraging Twitter
Luxury brands have over the last years experienced tremendous growth of Twitter Followers. From 2009 to 2010 there was a 350 percent growth for the luxury brand. And with over 36 percent wealthy active on Twitter.
Twitter has now become a core digital media tool for real-time engagement with the Luxury Market Segment.
As a result of this Four Seasons Hotels and Resorts engage and participate on various Twitter Chat channels like;
#FSspa
#bestofcity
#luxchat
#TTOT
#FriFotos
You can check out all of the Four Seasons Twitter Trends here.
On January 11th, 2012 Four Seasons Hotels and Resorts Unveiled its New Website and Inaugural Luxury Trend Report via #luxchat.
#luxchat
#luxchat is founded by @LuxuryPRGal – Christine Kirk, @LuxeTiffany – Tiffany Dowd, and @MissSmartFlyer – Erina Pinder.
By utilizing some of their profiled Champion Advocates Four Seasons Hotels and Resorts managed to become a Twitter trend.
@FourSeasons pulled off a Social Media Strategy that can be a model for other Hotels.
Social Engagement doesn’t need to be complicated.
Here is an example of one of the Tweets I posted during their Twitter launch campaign;
And here is the response from @FourSeasons;
a.) Get your Champion Advocates onboard for your Social Media Marketing Campaign
b.) Utilize an established Twitter #hashtag that adds value to your Hotel Brand and campaign
c.) Engage and reward Champion Advocates
d.) Engage with participants during the Social Media Marketing Campaign
e.) Follow up with participants that request more info
If your Hotel pull of a successful Social Media Marketing Campaign you potentially can reach out to hundreds of thousands of Twitter networkers.
Four Season spent around 18 Million Dollars on their new website. Their Twitter Marketing Campaign is all built upon new Relationship Marketing principles. If you follow these principles you can pull off a low-cost Social Marketing Campaign that will have higher Marketing value than an Offline marketing campaign.
Here is a great example of how Social Network cross-marketing strategies were applied to their Social Media Marketing Campaign:
YouTube
Conclusion
Four Seasons has now shown that Social Engagement is part of their Booking Process. Here is a sample of how they are starting to implement it in their Four Seasons Magazine.
The #luxchat Social Marketing Campaign opens for new engagement channels, and it is a great way to attract new market segments for the luxury brand.
A guest has been provided with new digital tools to create their dream experience.
Reputation Management
One new element we start seeing among Hotels is that they now start applying for guest Reviews on their Web sites. Reputation Management is part of the new Social Sphere.
This is a new unique approach to getting more customers to do Direct Bookings.
It is a bold move from Four Seasons Hotels and Resorts.
Will other Hotel Brands follow their leads?
Learn how to nurture your influencers and the Community.
Over to you
The hotel industry is always changing, especially during a time of crisis. Make sure to future-proof your business and continue attracting new guests by investing in these solutions.
Ready to take your hotels digital transformation to a new level?
Hire a digital transformation coach for a new and bright future!
Related article: How To Improve Business Productivity This Year
We are in this together!
I need to let you all know that we are in on this together. If you need to vent, talk, cry, or just have some to talk with, I am here listening. Since I am working part-time at the local Kroger, I will best work it out around my schedule to the best of my ability.
Where to reach me
Email: hotelblogger@aremorch.com
Also, join us at our Facebook Group – Hotel Social Media Community
We will get through this unprecedented event together! #hotelstrong #hospitalitystrong
For any specific information on COVID-19, I recommend going to CDC, WHO, AHLA, AAHOA, and HSMAI. Also, follow information from your local authorities.
NOTE
The hotel industry still is facing some uphill challenges. Make sure you follow their guidelines and say THANK YOU to those that now show a unique spirit to serve, and help us all get through this!! #hotelstrong #hospitalitystrong
About Are Morch
Hi, I am Are Morch. Your Digital Transformation Coach that helps hotels create unique and unexpected experiences by freeing up resources to focus on new ideas through value innovation and a growth mindset.
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