1. Social Media ROI By FlorentChauveau Miguel Sanches Tavares 03/23/2011

2. 1. What is meant by 'Social Media is not free'? To be present on social media implies to hire someone who will be completely in charge of it. Or provide specific scheduled to our staff. Time spend on developing it, in putting actions on it, in following the reactions of the audience Creating new marketing strategy through social media have a cost Each actions engage on SM, have direct cost to hotels finance Impact of communication Special offers

3. 2. In addition to rooms bookings, what measurements would be effective for hotels? Development of brand awareness Numbers of followers, active followers Photos and articles comments, Information sharing between our fans Creation of relationship Engagement of our audience The traffic on SM

4. 3. How should a hotel, with limited resources, decide what SM efforts to make? Depend on which kind of communication they will provide Depend on which target audience hoteliers will focus on The SM where there are more potential influencers Scheduled a timeline with specific actions (contest on facebook, press release, blog post about new product line, bloggers meeting…) Be aware of the new technologies Follow our costumers’ trend

5. 4. What role does SM play in offering customer services? Provide unique services to unique costumers The differentiation Offer exclusive experience More than a service SM gives a true relationship between costumers and hoteliers Provide information in real time