1. @Selina_Power
# ICCT2013
How Travellers use Social Media &
How Businesses Need to Respond

2. 2Business Card Draw
@Selina_Power
# ICTT2013
Business Card draw

5. 5The Traveler Life Cycle
@Selina_Power
# ICTT2013
1. Decision & Planning
2. On Vacation
3. Post Vacation
The Traveler Life Cycle

6. 6Discovery & Planning
@Selina_Power
# ICTT2013
1. Discovery & Planning
20% of travellers have used mobile apps to find flights
30% have used mobile apps to find hotels
15% have downloaded mobile apps specific to
upcoming vacations

7. 7Discovery & Planning
@Selina_Power
# ICTT2013
1. Discovery & Planning
Only 48% stuck to their original travel plans after seeing
negative social media feedback
- 33% Changed their hotel
- 10% switched resorts
-10% changed agent/operator/website
- 7% Holidayed in a different country
- 5% Switched Airlines

8. 8Discovery & Planning
@Selina_Power
# ICTT2013
1. Discovery & Planning
ROI of Social Media
What are the triggers?
Provide information and downloads
Have a simple to navigate website

9. 9On Vacation
@Selina_Power
# ICTT2013
2. On Vacation
85% of leisure travellers use their smartphone
while abroad.
72% post vacation photos on a social networks
while still on vacation.
46% Check into a location
(eg Facebook, FourSquare) while on vacation
70% update their Facebook status on vacation

10. 10On Vacation
@Selina_Power
# ICTT2013
2. On Vacation
Top 5 uses for smartphones while traveling:
1. Take photos
2. Use map features
3. Search restaurants
4. Search activities and attractions
5. Check in prior to flight

11. 11On Vacation
@Selina_Power
# ICTT2013
2. On Vacation
Encourage customers to share the images with you
Ask them to connect with you for deals and offers
Create a mobile application for tourists
Create engaging social conversations with the traveler.
Write content for your travellers friends not for the traveller

12. 12Post Vacation
@Selina_Power
# ICTT2013
3. Post Vacation
Post-vacation, 46% of travellers post hotel review
40% post activity/attraction reviews
40% post restaurant reviews
76% post vacation photos to
social network
55% ‘liked’ Facebook pages specific to
a vacation

13. 13Post Vacation
@Selina_Power
# ICTT2013
4. Post Vacation
69 million monthly visitors
60 million travel reviews and opinions
world wide
90% of topics in Trip Advisor forum are
replied to within 24 hours.

14. 14Discovery & Planning
@Selina_Power
# ICTT2013
1. Discovery & Planning
Only 48% stuck to their original travel plans after seeing
negative social media feedback
- 33% Changed their hotel
- 10% switched resorts
-10% changed agent/operator/website
- 7% Holidayed in a different country
- 5% Switched Airlines

15. 15Post Vacation
@Selina_Power
# ICTT2013
3. Post Vacation
Monitor for reviews and negative comments
Don’t forget to focus on the positive!
Send a thank you email
Ask to see some photos in return
Send a survey
Continue to engage with traveler

16. @Selina_Power
# ICCT2013
Thank You