Social Media Trend: Race for Creative Tools to Make Dynamic On-site Content

Hospitality Social Media News

As social media has evolved, we’ve seen each platform racing to make on-site content more dynamic. GIFs can be added to comments on Facebook, there are interactive stickers for stories, and video is booming everywhere. The last two weeks’ worth of social media updates largely reflect this trend, granting hotels and resorts new creative tools to better connect with our audiences.

Let’s take a look at what’s new in social media…

Facebook Releases New Video-Focused Features

Facebook has released a handful of new features designed improve its video platform and make it more community-oriented.

These features include:

●     New interactive abilities like polling during Live Streaming

●     Bringing videos from Pages into the Watch tab

●     A new video template that will put videos at the forefront of a brand’s Page (though this is still in testing)

●     The Android version of the Facebook Creator App

Facebook is also testing out a new Brand Collabs Manager. This tool will allow businesses to discover and connect with creators and influencers who they can establish deals or partnerships.

What This Means for Hotels & Resorts

Video isn’t going anywhere, so new features to help hotels and resorts get the most out of it are welcome. Take advantage of all video features that are available to you to increase engagement and make your content more dynamic and interactive.

You can apply for access to the Brand Collabs Manager now (though it may take awhile to be accepted). Once admitted into the program, you can connect with influencers who can help you promote your hotel or resort by coming to stay, attending an event at your venue, or even just eating at your on-site restaurant.

Facebook Introduces Info and Ads on Pages 

In an effort to improve transparency further, Facebook has launched a new Info and Ads section to Pages. This section will allow any Facebook user to view all the active ads that Page is running through Facebook Ads (including Instagram and audience Network). Users will be able to click on the interactive elements of an ad, like the CTA button, but not see engagement.

Users will also now be able to see any name changes your Page has undergone, along with its date of creation.

What This Means for Hotels & Resorts

Your guests having the ability to see your ads and past business information likely won’t affect most hotels and resorts. You will want to be careful when you’re running special offers that are targeted to exclusive groups, even if it’s because they’re part of a rewards program or first-time guests. One guest won’t like to see that you’re offering 10% off to another for reasons they can’t discern, so keep an eye on this.

Twitter Rolls Out In-Stream Video Ads to More Advertisers 

Twitter has been testing in-stream video ads, and now they’re now rolling out the feature to advertisers in 12 countries, including the US, UK, Canada, France, India, Japan, and Australia. These are pre-roll ads, meaning they’ll show before the video that your guests are interested in watching.

Image source: Twitter 

What This Means for Hotels & Resorts

Facebook’s mid-stream video ads have gotten lukewarm reception, but pre-roll ads have distinct advantages. With many users being willing to watch a quick ad to get to the content they really want to see, you have a captive audience. Now imagine being able to show that relevant captive audience a quick intro video about your resort or hotel, selling them the adventure of travel or the relaxation of a weekend away.

YouTube is Testing New Creative Suite 

YouTube is currently working with select brands to test out a series of new tools that will offer new analytics and testing tools for creators on the platform.

These new tools include:

●     Video Experiments, which is a testing tool in Adwords that makes it easier to evaluate the effective of creative aspects of a video ad on its results.

●      Video Creative Analytics that evaluates video performance within different audience segments.

●     Video Ad Sequencing, which will allow you to tell your brand story in snippets through different ads. The videos will be shown to individual users in a specified sequence to improve storytelling.

●     YouTube Director Mix, which is a tool that allows you to create a base version of an ad that can have different text, image, sound, and even video swapped out based on the audience seeing it.

What This Means for Hotels & Resorts

Most hotels and resorts won’t have these tools for a little while, but they’ll be great to have once they’re available to everyone. Being able to more effectively test video ads and understand why they are or aren’t working will be essential to improved success moving forward.

The ad sequencing will also be a huge development for brands, as the shorter snippets of video shown in sequence will improve consistency in brand storytelling and make the ads significantly more effective as a result. You’ll be able to slowly introduce guests to your hotel piece by piece, building brand recognition and increasing the odds that they click over time.

Instagram Launches Music in Stories 

Instagram users in select countries can now add music to their Stories. They can choose a song by selecting the Music icon that’s found in the stickers section.

Image source: Instagram

Music for stories is only available in 51 countries (though Instagram didn’t specify which) and on iOS. Support for Android will be coming soon.

What This Means for Hotels & Resorts

Instagram Stories are already fun and can be interactive thanks to features like polling and shoppable stickers. Music takes that one step further. Music is a great way to help your Story stand out from the rest, and it can help you better portray a feeling. A whimsical melody can up the romance of a video of your on-site wedding venue, and a tropical beat could make your sparkling pool that much more irresistible.

Instagram IGTV Launch, Facebook A/B Testing for Organic Posts and more….

We’re almost halfway through the year, and the world of social media has changed drastically– even in the last two weeks. Let’s take a look at the most recent social media updates and how they’ll affect hotels and resorts.

Instagram Announces IGTV

Instagram just launched IGTV, a YouTube-esque platform that allows users to create and share videos up to an hour long. IGTV can be accessed through Instagram, but is also available as a standalone app.

Image source: TechCrunch

IGTV will curate relevant videos for each individual user, including videos from those they follow, and show them that content in their feed.

What This Means for Hotels – IGTV Video Marketing Helps Hotels

Video marketing is huge for the hospitality industry and now you can tap into your Instagram user base and go beyond the short video limitations. You can show extended videos that feature your hotel’s amenities, on-site activities, meeting rooms, and more.

Instagram Shares Algorithm Insights

Last week, Instagram opened up, sharing specific insight on how its feed algorithm works. We now know that the following factors most heavily determine what users see in their feeds:

●    Expected interest determined by past behavior on similar content

●    The recency of the post, with newer posts getting priority

●    How much they’ve interacted with the person posting

None of these factors are surprising, and there are three more factors that can contribute somewhat to feed placement. They also revealed that while they don’t penalize brands for posting “too frequently,” if you share several posts in short succession, you’ll likely only have one or two show up towards the top of your followers’ feeds.

What This Means for Hotels – Driving Hotel Engagement with Instagram

Focus on driving engagement on Instagram, as this will help you perform better on the algorithm. Pictures and videos of the stunning views and exciting events will be sure to get plenty of likes and comments. You’ll also want to make sure you space out content enough that you aren’t necessarily competing against yourself for those spots in guests’ feeds.

Instagram Releases @mention Sharing for Stories

Now, when someone tags your property’s profile in a Story using the @mention sticker, you have the option to add that content to your own Story. The original story will appear as a sticker on yours, which you can rotate, resize, or add to it as you see fit.

Image source: Instagram

What This Means for Hotels – Hotel User Generated Content

User Generated Content (UGC) from guests is exceptionally powerful, and this is one of the best ways to showcase it. Plenty of guests share Stories during their stay with you, but since it disappears after 24 hours, this effect was limited and short-lived.

To get the most out of your guests UGC featuring your hotel, share it to your Story and then add it to a Story Highlight dedicated purely to UGC from guest visits.

Facebook Experiments with A/B Testing for Organic Posts

Facebook is currently experimenting with the ability for Pages to run A/B testing with organic posts. Admins will be able to post two versions of a post and show them to two different sets of audience members to see how each performs.

What This Means for Hotels – A/B Testing for Hotels

A/B testing is important, and it lets us better evaluate what content our guests most want to see. Being able to see what types of posts drive the most site clicks, messages with inquiries, and bookings will be invaluable to improving the effectiveness of your campaigns. A/B testing, after all, will give you more insight than just general analytics because you can see how subtle changes can make substantial differences.

Facebook Enforces New Custom Audience Requirements

Starting July 2nd, advertisers will need to specify how they got the information of their custom audiences when uploading lists of guest files. You can say that you got the information directly from customers, directly from partners, or a combination of the two.

Image source: Facebook

You’ll also need to set up partnerships and agree to share customer files in Business Manager if you’re sharing information with another business.

What This Means for Hotels – Facebook Audience Requirements for Hotels

In reality, the first part of this new change won’t affect most hotels and resorts much. You’ll just need to specify how you got your guest information, and if you got it when they booked, “directly from customer” is all you need.

Hotels and resorts using services from agencies like Lodging Interactive would need to set up this partnership so that we could run their ad campaigns for them. This is easy, however, and only needs to be done once.

Facebook is Monetizing The Marketplace with Ads

Facebook has officially monetized the Marketplace, allowing some advertisers to place ads within the Marketplace feeds. Optional objectives include conversions, video views, reach, traffic, and product catalogue. This feature will be rolling out to advertisers targeting audiences in the US, Canada, New Zealand, and Australia.

June 12, 2018 – Hospitality Social Media News

Hospitality Social Media News

 

 

 

 

June 12, 2018 Issue

Latest Updates – Facebook, Instagram, Pinterest and Yelp

 

A lot of social media changes have happened in the past two weeks, giving us features ranging from Instagram Ad updates to new ways to connect with guests on Yelp. This edition of our biweekly newsletter takes an in-depth look at all of them and how they will affect your hotels and resorts moving forward. Let’s get started.

Organic Instagram Posts Can Be Made Into Ads

Previously, Instagram’s organic posts could only be promoted through an ad system if they were boosted natively on-platform. Now, you can turn single image and single video organic Instagram posts into actual ads through Power Editor and the Ads Manager.

These ads will give you more objectives, better targeting, and more bidding options than boosted posts did. If you’re worried about all the engagement disappearing, that shouldn’t be a concern; all likes and comments will be aggregated on the original organic content.

What This Means for Hotels

Hotels and resorts can use this new feature to gain a large amount of engagement in likes and comments on their organic content very quickly, in addition to building brand awareness and encouraging more bookings. Since Instagram has recently rolled out the new CTA buttons that allow for reservations to made, making your content look as good as possible with likes and comments could help get you more bookings.

Facebook Stories Get Instagram-Style Polling 

Instagram Stories polls have been a great way to drive engagement and get feedback from followers. Now these polls are now coming to Facebook. Poll stickers will let you ask a question and fill in two potential answers.

Image source: Facebook

What This Means for Hotels

Facebook users haven’t engaged with Stories as often as they do with Instagram’s counterpart, but that may change thanks to the increasingly engaging features being added to the platform. People love to share their opinions, so now would be a great opportunity to ask guests that they think about a vacation at your resort. Some questions you could ask include:

  • “What’s your favorite part of your stay? Spa or Restaurants?”
  • “Which would you choose: Pool view or Ocean view?”
  • “Favorite resort activity: Snowboarding or Skiing?”

Facebook Events Testing New Ticketing Feature

Facebook is currently testing new functionality for their Events feature, including new ticketing and messaging options. The ticketing feature will allow businesses to offer two purchasing options, including through the site or ad the event, or to request/purchase tickets through Messenger.

What This Means for Hotels

If your resort hosts any kind of event or conference and sells the tickets directly, this could help you boost attendance by offering more convenient ways to purchase tickets and the ability to answer questions quickly.

Facebook Tests Review Scores on Business Pages

The traditional ratings system on Facebook utilizes a 5-star scale. The platform is currently testing a new review system that factors in ratings, user reviews, and the recommendations people share on platform. Instead of five stars, the new system gives you a score out of ten.

Image Source: Social Media Examiner

What This Means for Hotels 

Reviews from guests are always important, and that’s still true. If you only have a few ratings and some other feedback on-site (or a single negative rating and plenty of positive general feedback on the platform), check and see if this new system works for you. Right now some Pages have the option to choose one over the other, though that may not be the case forever. Take advantage of that while you can, and use the system that helps you promote your hotel most effectively.

Pinterest Tests Screen-Wide Video Ads 

Pinterest is currently testing a new promoted video format that will take up the full width of a mobile screen. It’s only being tested by a few big name companies like Kohl’s, American Express, and Tropicana, but hopefully we’ll see more from this soon.

What This Means for Hotels

Full-screen video ads will ensure that you have a user’s full attention, making it easier to accomplish higher video completion rates from users and making your ad more impactful.

Once available, you can showcase the stunning views around your hotel and resort. When possible, use text to explain what users are seeing if you want to get the most clicks (and bookings!). Remember that Pinterest is used to make buying decisions, so once this ad format is available, take advantage of that to put a full-screen ad in front of users doing research for their next vacation or event.

Yelp Rolls Out Collections

Yelp has just rolled out a new feature called Collections, which provides users with personalized, “hand-picked” recommendations based on their Yelp activity. The Collections will be made up of recommendations from friends and top-rated recommendations from the Yelp community in general. New recommendations are provided weekly, and users can create their own Collections of favorite brands, stores, and (of course) hotels. 

What This Means for Hotels  

We don’t know a ton yet about how exactly to be featured in a Collection by Yelp, but this is a feature that we’ll keep an eye on as personalized suggestions containing your resort could be a goldmine.

In general, encourage users to leave reviews on the platform with follow-up emails after their stay, or mention it during checkout. Yelp is already partially a numbers game as it is, so getting more reviews could only help you if you want to be featured in Collections moving forward, too.

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Hospitality Social Media Marketing News – May 16, 2018

Social media normally evolves quickly, but the past few weeks have been a flurry of new updates that seem to be coming at us faster than ever. In this bi-weekly edition of our newsletter, we’ve got big updates from Facebook, Instagram, and Pinterest. Keep reading to see how they affect you and your hotel.

Facebook Rolls Out New Analytics App

Facebooks has recently made some big additions to their analytics suite. The first of these changes is a new analytics mobile app that allows admins to review metrics and insights on the go. They’ve also added a new featured called Journeys, which provides anonymous omni-channel data reporting that helps you evaluate the relationships users have with your business before they purchase. This ties in with their new feature that automatically detects sales funnels and common paths to conversions.

What This Means for Hotels & Resorts

More data is always good. Being able to access insights on the go is always convenient, but being able to get a better understanding of how guests interact with us online (and not just on Facebook) before they convert and book reservations is incredible. We can see which offers and packages are most effective at increasing bookings, and how more of our guests are interacting with us.

Facebook Announced New Integrations for Workplace

Increasing numbers of hotels and resorts are testing out Facebook’s Workplace to create a cohesive, online work environment. Facebook has sweetened the deal even more, announcing a large number of new integrations for Workplace. These integrations include many of the world’s leading enterprise cloud services, including Hubspot, Hootsuite, Zoom, and SurveyMonkey. Facebook has also improved extension sharing and search features for Workplace.

What This Means for Hotels & Resorts

For hotels and resorts using Workspace for their teams, this will improve functionality on the platform. Being able to integrate with third party cloud services and more easily share extensions with your staff will streamline the process and make online teamwork a little more efficient.

Facebook Refines Targeting Policies & Exclusion Targeting

In attempt to keep their ad services in good standing, Facebook has announced that they have removed thousands of exclusion targeting categories from the ad system. Advertisers use exclusion targeting to eliminate irrelevant audience members from seeing an ad, ensuring it was seen by the right people instead. While there are plenty of legitimate uses for this feature, Facebook was worried about abuse.

Image source: https://www.facebook.com/business/news/reviewing-targeting-to-ensure-advertising-is-safe-and-civil

What This Means for Hotels & Resorts

There are still some exclusion targeting categories available, so your marketing strategies haven’t been thrown out the door if you use this on your ad campaigns. Facebook supposedly focused on removing topics that related to sensitive or personal attributes like religion, sexual orientation, race, or ethnicity. You’ll still be able to exclude users who are already connected to your Page if you want to target new users only.

Facebook Reopens App Reviews

In our last newsletter, we shared an update that Facebook was pausing app reviews while they sorted through privacy issues. We’re happy to announce that Facebook has reopened the review process.

What This Means for Hotels & Resorts

If you have an app for your hotel or resort and are trying to get it approved, reviews are now open, making it possible. If you were waiting to submit until after the pause was over, now is your chance.

Instagarm Updates Stories & Posting Functionality  

Stories is an exceptionally popular on feature on Instagram, and now we have new functionality when using it to market to potential guests. It’s now possible to upload multiple photos and videos to a story at once, saving you a significant amount of time.

They’ve also improved location tagging, with Stories automatically suggestions location stickers based on where the photo or video was taken.

These new features are currently available on Android devices and will be rolling out to iOS in the following weeks.

Image source: https://instagram-press.com/blog/2018/04/24/improvements-to-stories-uploads/

What This Means for Hotels & Resorts

Since third party posting tools can’t post to Stories but it’s an essential marketing tool, being able to upload more content at once will save hotels significant amounts of time without sacrificing any of the benefits. Even more importantly, location stickers being suggested to guests can increase the number of user-generated content posts your resort gets, as users may be more likely to tag you if the platform does it for them.

Pinterest Releases New Business Profiles & Insights

Pinterest has revamped the appearance of business profiles, which features a dynamic cover image that lets you showcase certain boards or recent activity. In addition to the new sleek, modern look, we’re also getting more insights that include the number of users who saw your pins within 30 days.

Image source: https://business.pinterest.com/en/blog/new-profile-new-insights-new-ways-to-get-discovered

What This Means for Hotels & Resorts

The new look of the Pinterest business profiles is already a plus, but the rest of the updates are what will affect hotels and resorts most. Choose your dynamic cover image carefully; instead of highlighting recent activity, use it to share boards of your most popular destinations or spa packages to give them maximum visibility. And as the new insights feature rolls out fully, you can use it to evaluate how your audience is responding to your pins.

Hospitality Social Media News May 2, 2018

The last few months have been a whirlwind of social media updates coming from every direction, many of which have been fueled by the Facebook controversy. In the midst of all the news, it’s been difficult for many of our clients to sort out which changes are most relevant to them. Take a close look at all the updates below and see how they’ll affect hotels and resorts.

Some Facebook Page Admins Need to Be Verified  

Facebook has actively been making a large number of changes to protect user privacy. One of those changes will directly affect many hotels and resorts, as the admins of Pages with large follower counts will need to be verified.

What This Means for Hotels 

There’s a lot we don’t know about the specifics of this update—we just know that it will be happening. Facebook hasn’t yet announced what counts as “large followings,” or how admins will be verified, but keep an eye out for this, and we will, too.

Instagram Is Getting Ready to Launch Nametags 

TechCrunch recently shared the first look at the soon-to-be-launching Instagram nametags. These nametags are a copycat of Snapchat’s QR codes, and they’ll allow business profiles to create unique images that people can scan with their Stories camera to follow you on Instagram.

Image source: https://techcrunch.com/2018/04/09/instagram-nametags/

What This Means for Hotels 

Any feature that makes it easier for guests to follow you on social media is automatically a good feature. You can place small signs around your hotel or in your guests’ rooms or brochures containing the new nametag and encouraging them to share their experience and tag your hotel in the process.

Streamlining the process and making it easier for your guests increases the likelihood that they’ll follow through, giving you more followers and possibly more UGC all in one fell swoop.

Instagram is Testing a Q&A Sticker 

Another Instagram feature—which is likely slightly further down the road than the Nametags but hopefully still coming soon—is a new Q&A sticker. This feature will allow Instagram users to ask questions in a Story. Users will be able to respond privately. It’s like a more elaborate version of the current polling sticker, which already has proven to deliver great engagement.

Image source: https://wabetainfo.com/instagram-to-support-question-and-answer-sticker/

What This Means for Hotels 

Hotels and resorts can use this feature to jumpstart conversations with guests and get direct, private feedback. You can ask followers what special offers, services, or packages they’d like to see from you. You could also ask what their favorite part of their stay was, and then ask if you can share their response publicly. In the latter instance, you could make this part of a social media contest, offering an incentive like a free night, dinner on the house, or an upgraded room for the winner.

Snapchat Released New Spectacles 

This is a small update, but it’s one that could affect resorts and hotels. Snapchat’s spectacles work as a hands-free camera that you wear, looking like sunglasses. They capture what you see in circular photos and videos, and automatically load your content to Snapchat so you can choose what to share.

The new spectacles, which were just released, are smaller in profile, making them more comfortable, and they’re also now water-resistant.

What This Means for Hotels 

You can link a single pair of spectacles to multiple different devices, and syncing them is easy. If your hotel has some extra money to spend for social media marketing, you could have a few pairs of spectacles on hand for guests to enjoy while on property. This could encourage Snap creation, and more UGC in the process.

Hospitality Social Media News Issue – Facebook Chat Bots

Typically when it comes to social media updates, Facebook is leading the charge with the most significant changes and the largest number of them. When our last newsletter ran, Facebook was busy tackling the privacy debacle they’re now in. At the end of the day, we firmly believe Facebook remains key to any hotel’s social media and engagememnt strategy.

Here are the social media updates that have happened in the last two weeks and how they will affect those in the hospitality industry.

Facebook Pauses Chatbot & App Review

It’s no secret that we’re not a fan of chatbots here at CoMMingle, and this is an enormous development even if it is just for a little while. Facebook has temporarily paused the chatbot and app review system, preventing pending chatbots new apps from getting approved and running. If yours is already up and running, it will continue to function.

What This Means for Hotels

If your chatbot is already functional (as functional as chatbots can be, anyway), you should be in the clear. If you’ve been considering chatbots or rely heavily on them, however, take a look at hiring a live chat service like CoMMingle to handle your private messages for you. You’ll be able to provide better customer service to your guests and you won’t be susceptible to chatbot shutdowns.

Facebook Restricts Questionable Ad Targeting

This likely is a result of the backlash of all the talk and concern about privacy and data breaches on Facebook. They’ve recently announced that they’re cracking down on several things related to ad targeting. The highlights of this are:

  • Enforcing the rules against creating and using custom audiences from emails without users’ consent. According to TechCrunch, this includes the inability to share custom audiences across multiple linked ad accounts.
  • Shutting down partner categories for ad targeting, which enabled third-party data providers to offer ad targeting information to businesses.

What This Means for Hotels

Most hotels and resorts won’t be directly affected by this as long as they’re already following Facebook’s guidelines. The exception is hotel branded properties or resorts with multiple Pages (like a Hilton Orlando and a Hilton Denver), which may have been using the same custom audiences for multiple campaigns. If you’ve been utilizing these strategies, adapt and make sure that you can prove you have customer consent to keep your ad account in good standing.

Facebook Improves Split Testing on Ads

Split testing is an important part of any ad campaign. It allows you to see what’s working and optimize your campaigns for maximized results and profit. Facebook just released a new Quick Creation Flow to improve split testing and make it easier and faster. It will allow you to create multiple creative variables for each main campaign, speeding up the process significantly.

What This Means for Hotels

Split testing will help you better evaluate what creatives are working best for your hotel. You can test different offers for different audiences, like featuring different services in your wedding package when targeting brides or different excursions your resort offers. This will speed up ad creation on a massive scale, too, making it much more simple to run and test larger number of ads for your resort.

 Snapchat

Tagging in Snapchat Stories Now Available

According to engadget, you can now tag other users in Snapchat Stories in their new Mentions feature. This is groundbreaking as far as Stories across all platforms go, with neither Facebook or Instagram offering this feature yet. To tag users, just type in the @ while creating your story, followed by their username. Viewers watching your Story can swipe up to see the tagged account’s public Stories or see their profile. This should be coming in the next few weeks.

What This Means for Hotels

This feature is a big one for hotels and resorts. By asking users to tag you in their Stories, you’ll be able to find more user-generated content and guest reviews that you can ask to feature on your profile. If users swipe on one of these Stories, they can also see all the public Stories from your hotel and resort, too. This is a great way to get more visibility and increase word-of-mouth marketing for hotels in a way that users will find appealing.

Facbook Messenger

Facebook Opens Up 360 Video in Messenger  

Facebook’s incredible 360 degree photos and HD quality videos can now be sent through the Messenger platform. This can be used to share specific high-performing content with individual users as appropriate, making Messenger a more visual platform.

What This Means for Hotels

There’s a lot of incredible use cases of 360 photos and high quality videos, but hotels and resorts can best take advantage of them by showcasing full, dynamic views of their properties, activities, and individual rooms. Imagine having a guest ask a question about a specific room type and being able to send them a 360 degree photo of the exact room in question. This could help answer guest questions quickly and increase bookings.

Pinterest

Pinterest Adds a New Following Tab  

Followers now mean more than ever before on Pinterest thanks to their new Following Tab. Users can click on this tab to see all of the latest pins (in chronological order) from the people they follow. This will help people see more content from those they want to see it from, and it makes followers more valuable because they’re more likely to see more of your content.

What This Means for Hotels

It has previously been difficult to get your pins noticed, even with a large follower count. This new feature allows you to turn pins into something resembling more of an Instagram feed for your followers. Hotels and resorts should find the best times to post online to appear at the top of the feeds. This will likely vary for each individual business, but take time zone of your guest’s home locations into consideration in addition to the time zone where you reside.

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Hospitality Social Media News is brought to you by Lodging Interactive, a full-service digital marketing and social media engagement and reputation management agency exclusively servicing the hospitality industry. Through its web design and search optimization division as well as its CoMMingle Social Media Division, Lodging Interactive provides effective Internet marketing services to hundreds of branded and independent properties as well as management companies, restaurants and spas. For more information: Telephone: 877-291-4411, Email: info@lodginginteractive.com

Hospitality Social Media Marketing News – April 4, 2018 Issue

It’s just been two weeks since we sent our last social media update newsletter, and so much has already changed. Keep reading to see what these changes mean for hotels and resorts in the hospitality industry, and don’t forget to keep an eye out for biweekly updates moving forward! We don’t want you to miss a single thing that could improve your hotel’s social performance, so we’ll be compiling bi-weekly lists of the most important changes happening on social media and how it will affect the hospitality industry.

InstagramNew Working Hashtags & Account Links in Bios

Instagram just released a new feature that allows users to attach links and actual, working hashtags to your profile. Many hotels will feature their branded hashtag in their profile, and now this will allow you to make that hashtag clickable.When it comes to the account links, you’ll be able to put links to other Instagram accounts in your resort’s bio. This includes linking to your hotel or resort’s other Instagram accounts.

How Hotels Should Use This Feature

There’s two parts to this new update, and we’re going to break down what both mean for hotels and resorts.

Being able to add an actual, clickable hashtag to your profile is a big deal, especially if your resort gets a lot of user-generated content. Imagine having a potential guest click on that hashtag and see not only posts that you’ve shared, but pictures of and videos of smiling guests enjoying splashing around in your oversized pool or raving about their spa weekend. This is immensely more persuasive what even the most talented strategists could create on their own.

The account links also give hotels and resorts a distinct edge. Now, you can send users to other sister resorts and hotels if applicable. If your resort has separate accounts for your restaurant, spa, and/or wedding venue, this feature also gives you an excellent opportunity to promote those from your main profile, too. This will boost followers across the board on all accounts, and make your marketing seem a little more seamless.

Instagram screenshot

Instagram’s Updated Algorithm

A good while back, Instagram caused a Facebook-eque when they announced that they would be rearranging the newsfeed. Since then, users are shown content that’s deemed to be most relevant to them, and it’s no longer in chronological order. Instagram will be changing this back to the way it was, focusing on newer posts.

What This Means for Hotels

This is good news for hotels and resorts building up their following and engagement, as you’ll no longer get dinged by the algorithms. Make sure to find your peak posting times when your users are most likely to be online so you can post accordingly and get better results. In the meantime, post plenty of Stories, which last 24 hours.

SnapchatSnapchat’s Map Explore

In our last newsletter, we talked about how Snap Map was expanding. Now, the Snap Map Explore feature lets users better see what’s going on around them by seeing where their friends are on the map. According to engadget, users will be able to see updates from their friends who have chosen to share their locations.

What This Means for Hotels

If your target audience is active on Snapchat, this could be a big advantage for you. Imagine having users sharing stories and locations while they’re relaxing in the cabana or enjoying dinner in the resort. People at large conferences could be inspired to meet up with other attendees, for example, giving you a few extra heads during the dinner rush.

Twitter

Twitter’s Verification Will Soon Be More Widespread

Twitter is currently working on finding a way to scale that much-coveted blue checkmark, making verification more available to more users. Their verification system was originally created to help celebrities and influencers verify their identity and protect them from potential imposters or spammers. According to Business Insider, plan is to allow all users to access this feature to prove they are, indeed, who they say they are.

What This Means for Hotels

Hotels and resorts who are not yet verified will be able to accomplish this much easier, getting a nice boost of credibility along the way. This will help customers feel more confident in who they’re engaging with, increasing the likelihood that they’ll reach out for help if they need it through Twitter’s messaging feature.

Snapchat

Snapchat’s Location Data

Snapchat historically hasn’t done so well with providing businesses data about how users are interacting with their content, especially when compared to Facebook. They’re trying to compensate for that with their new location data, where they’ll offer brands free statistics about how many users are visiting their locations.

According to AdWeek, the platform will soon be telling brands how many visitors came to their store, and how many came back at a later date. The data may even include information about demographics or users’ interests.

What This Means for Hotels

Hotels and resorts are inherently location-based, and this update shows that Snapchat may be trying to take center stage as a location-based platform. This information, combined with a unique and highly engaged demographic that uses on Snapchat, could be an enormous advantage for those in the hospitality industry, especially if you want to learn more about your audience for future marketing campaigns.

Snapchat screenshot

Hospitality Social Media News is brought to you by Lodging Interactive, a full-service digital marketing and social media engagement and reputation management agency exclusively servicing the hospitality industry. Through its web design and search optimization division as well as its CoMMingle Social Media Division, Lodging Interactive provides effective Internet marketing services to hundreds of branded and independent properties as well as management companies, restaurants and spas. For more information:Telephone: 877-291-4411Email: info@lodginginteractive.com

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conversational marketing

Lodging Interactive Publishes: Hospitality Social Media News

Hospitality Social Media News

 

Lodging Interactive, an award winning digital marketing and social media engagement agency exclusively serving the hospitality industry, today announced the inaugural issue of Hospitality Social Media News a bi-weekly publication reporting the latest social media news and recommendations for hotels and resorts.

 

Hoteliers can click here to subscribe for free.

 

“Our goal in publishing Hospitality Social Media News is to educate and to provide value within the hospitality marketplace.  In any given week social media platforms announce new features and algorithm changes which could affect hotel marketing plans. Unless you ‘live and breathe’ social media like we do, you simply can’t keep up,” said DJ Vallauri, Lodging Interactive’s Founder & President.  “We know the hospitality industry will benefit from Hospitality Social Media News and we’re pleased to provide this free resource to hoteliers.”

 

Each issue of Hospitality Social Media News provides the latest news from Facebook, Twitter, Instagram and more, and what it all means for hotels specifically.  Hoteliers can click here to subscribe for free to start receiving the bi-weekly email newsletter.  The first issue of Hospitality Social Media News will be published on March 21, 2018.

 

About Lodging Interactive

Headquartered in Parsippany, NJ, Lodging Interactive is a full-service digital marketing and social media engagement and reputation management agency exclusively servicing the hospitality industry. Through its web design and search optimization division as well as its CoMMingle Social Media Division, Lodging Interactive provides effective Internet marketing services to hundreds of branded and independent properties as well as management companies, restaurants and spas.

 

CoMMingle has established itself as the largest provider of reputation management services for the hospitality industry, handling over 200,000 guest review responses.  The company also offers fully managed Live Chat agents for hotel websites through its LiveChatForHotels.com division.

 

Lodging Interactive is an HSMAI Adrian Award winner and has won awards from the International Academy of Visual Arts, Interactive Media Awards, Horizon Interactive Awards, Web Marketing Association, Academy of Interactive & Visual Arts, and Travel Weekly’s Magellan Awards have recognized Lodging Interactive as an industry leader.

 

Lodging Interactive is a proud supporter of the Hotel Sales & Marketing Association International (HSMAI) and the company’s president, DJ Vallauri, currently serves on the Board of Directors of HSMAI’s New York Chapter and is a Forbes.com Agency Council contributor. For more information, please contact sales@lodginginteractive.com, 877-291-4411 or visit the company’s website.

live chat

Why Customer Service is the New Marketing.

At any given moment, there’s a half dozen marketing buzzwords floating around in the advertising industry. We hear about growth hacking and gamification and wearables, all of which are (or have been) popular strategies designed to help businesses build their brand and market themselves.

That’s all well and great, but sometimes the most effective forms of marketing are also the most straightforward. This is true when you embrace customer service as an essential component of your hotel’s marketing strategy.

Why Is Customer Service Important for Marketing? 

Customer service and marketing have traditionally been two very separate departments, with entirely different teams handling each. While the hotel marketing staff ultimately does have a different job than your customer service representatives, there should be overlap between the two for best results.

Marketing, after all, is a discipline that focuses on showing potential guests exactly why they should be making reservations at your hotel. It’s about proving that you’re superior to your competition and that you can best serve their needs. This absolutely includes advertising, but it also can be a lot more personal, with one-on-one interactions being the most powerful.

How Exactly Does Customer Service Tie into Marketing? 

If a hotel or resort has responsive, genuine customer service, their guests will be sure to take note of that right off the bat. Customer service that is both good and fast is important to increasing numbers of guests, especially since there is more competition than ever before; if they don’t feel like you appreciate their business, they’ll take their business to your competition.  With this being such an important factor, having great customer service can help build your brand and shift client perception of you.

It’s also worth noting that customer service is now more closely tied to conventional marketing channels than ever before. Interested potential guests are more likely to contact you through social media private messaging or live chat than phone, email, or mail, so lumping customer service into the performance of your social and marketing channels is an essential part of how customers will interact with them. Some platforms, like Facebook, will even post information about your response time publicly, which can affect how users perceive your brand.

Ultimately, customer service representatives can become exceptional salespeople in addition to making sure all your guests are happy, promoting the right services, bookings, or amenities at the exact right time. Their recommendations will be more personal than autoresponders or Chabots, which utilize algorithms that most times don’t properly and become frustrating to potential guests. By giving your customer service representatives sales and marketing training, they’ll be aptly equipped to handle any guest crisis or question while understanding how to help use the interaction to strengthen your brand.

How Live Chat Can Seamlessly Integrate Customer Service and Marketing 

If customer service is the secret to better marketing, live chat is easily the secret to better customer service. Live chat lets you provide instant and excellent customer service to users who are contacting you with questions, concerns, and problems about a stay at your hotel.

For resorts and hotels in the hospitality industry, this can make the difference between landing a new repeat guest or losing them to a competitor forever. Being available to answer any questions personally and on a case-by-case  basis (instead of utilizing strict, inflexible policies) will help you build your brand and loyalty.

Best of all, live chat marketing won’t slow you down. The immediacy of this particular medium is good for guests who expect faster-than-the-speed-of-light responses, but it also works in the favor of the hotels using them; instead of getting bogged down with back-and-forth emails over several days, you can solve a guest’s question in minutes without ever facing the risk of losing them because it’s just plain taking too long.

If you’re struggling to implement live chat for your hotel or resort, look into live chat management services like CoMMingle Live. We offer full live chat management, with our live chat tool integrating with your website and social media direct messaging platforms. We have highly trained agents on hand to help your guests s get their problems solved quickly. This can help you book more, build a reputation as a brand who is invested in customer relationships, and save you money all at once while you can put time into the other areas of your hotel that need you most.

Want to learn more about how CoMMingle can help you? Get in touch with us here.   

About Lodging Interactive

Headquartered in Parsippany, NJ, Lodging Interactive is a full-service digital marketing and social media engagement and reputation management agency exclusively servicing the hospitality industry. Through its web design and search optimization division as well as its CoMMingle Social Media Division, Lodging Interactive provides effective Internet marketing services to hundreds of branded and independent properties as well as management companies, restaurants and spas.

CoMMingle has established itself as the largest provider of reputation management services for the hospitality industry, handling over 200,000 guest review responses.  The company also offers fully managed Live Chat agents for hotel websites through its LiveChatForHotels.com division.

Lodging Interactive is an HSMAI Adrian Award winner, and has won awards from the International Academy of Visual Arts, Interactive Media Awards, Horizon Interactive Awards, Web Marketing Association, Academy of Interactive & Visual Arts, and Travel Weekly’s Magellan Awards have recognized Lodging Interactive as an industry leader.

Lodging Interactive is a proud supporter of the Hotel Sales & Marketing Association International (HSMAI) and the company’s president, DJ Vallauri, currently serves on the Board of Directors of HSMAI”s New York Chapter and is a Forbes.com Agency Council contributor. For more information, please contact sales@lodginginteractive.com, 877-291-4411 or visit the company’s website.