If you still believe social networks are a fad; you need to look at how top travel brands, airlines and hotels are using social media to get in touch with their customers. An article on how to generate B2B leads online was posted on this blog few days ago showing how you can use social media to leverage business. In this post, we will see how social media can impact your travel business and why you should have active social media profiles.
How you should use social media to get in touch with your customers
Look out for people who are eager to spread the word
What is more valuable than a loyal customer? The one who is eager to spread the word. There are many and it is your job to look for them and provide interesting content for them to share. These people usually share great deals or last-minute deals which can help your posts go viral on social networks. Use them to your advantage. Some companies are treating such zealous travellers with little VIP treatment to encourage them to share more. According to a survey, about 92% of people trust earned media, such as word-of-mouth and recommendations from family and friends, above all other forms of advertising. You can also consider offering them few exclusive deals (if they are helping you reach more people on a regular basis). You can also encourage your customers to share their travel experiences on their social networking profiles. According to a survey, about 92% of people trust earned media, such as word-of-mouth and recommendations from family and friends, above all other forms of advertising.
Use social networks to provide faster customer service
Social networks can also be used to reach out to customers when they need help. American Air and Jet Blue provide support via social networks as well and their turn around times are usually within 10-20 mins. However, don’t go overboard. Reaching out to a customer via more than one channels at a time will multiply the efforts to assist that customer and can inadvertently slow things down. Another good reason for using social media as a way to offer customer service is that social media doesn’t sleep; there is always someone awake on the other side of the world. Organizing a team to provide worldwide, 24hrs a day customer service, is possible with a multi-lingual team.
Run contests. Provide incentives or price money to winners.
Running contests on social networks can also help you get the attention of people espcially when the rewards include exclusive deals or price money. In addition to asking winners to share results and rewards on their social media profiles, you can also ask all the other participants to let their friends know about the contests. Offering price money will get more people to share them.
This shows how social networks play an important role in building and maintaining your travel brand. If you have anything to add or if you want us to cover more on this topic, just drop us an email or get in touch with us on Facebook.