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 At a recent hotel & travel conference a speaker makes the following point ..... "social media is not just another form of media and that the control has shifted to the consumers. Brand marketers have been left out of the conversation as consumers just want to talk to each other. The new challenge facing travel marketers is to figure out how to actively engage themselves in these conversations, when appropriate" It certainly supports my recent experience looking for a hotel - my search was totally different to a few years ago - everyone but the hotel was involved. Do you think this applies to other industries? Will all industries be like that in the future?
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December 2007 Although you may not think it Jackie, the hotel was involved. I agree it may not have communicated directly with you but indirectly through its reputation it was screaming all kinds of messages. At the end of the day if the hotel is good, people will say it is good, the internet simply amplifies the noise made by a happy few - hotels therefore need to spend more time focusing on product in the mix and less time on promotion. Happy customers should (more than ever) be the promotional strategy.
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