This presentation presents 10 tips for independent hotels and smaller brands to leverage social media as a way to engage with customers and increase affinity and loyalty.

1. The Social Commerce Revolution

2. Agenda

3. The opportunity We have staff and money for sales, marketing and technology My hotel is better. But how can I compete?

4. Our vision This social web thing is really great!!! Change the World of travel by allowing independent hotels and smaller brands to shine online.

5. Travel e-Commerce has changed forever Look Search more Look Search Book Select dates,rooms,packages Interact Recommendations Interact User reviews Interact User photos, videos

6. Google restructuring the travel industry Google Search changes to instant results ITA acquisition for $700M Google Maps promotes owner sites Google Places includes reviews, social word-of-mouth

7. Top 5 social media for travel The travel social network: ratings, reviews, pictures #1 site for accommodation (2x bigger than marriott.com) #2 search engine for consumers. You may not be there,but your guests are searching there. Pictures are #2 factor when deciding where to stay. 500M users and growing. Can’t ignore. The best way of making money on social networks.

8. 5 tools you should be using (they’re free!) News in your inbox every day. Like Google Alerts, but for social media. Blog search made easy. Measure the influence of your followers. The ultimate twitter client.

9. Social consumers are different Users looking for “experiences” Search much more specific products 71% of US internet users on Facebook* 60% trust social word-of-mouth for travel decisions** 82% prefer to book direct with suppliers*** Keeping up with change harder than ever 10M comments in Facebook every 20 minutes Sources: *onlineschools.org ** Forrester *** Phocuswright

10. A new wave in distribution is starting 2020 2010 2000 1990 1980 SocialCommerce Online TravelAgents TourOperators GDS

11. Social commerce = nightmare? Tripadvisor was hard enough… What to do with Facebook? Be on twitter 24x7? New social networks emerging every day…. How to measure success? And how to monetize on the effort?

15. Large OTAs spend $200M+in online advertising Independents and smallerbrands will not be #1 in Google“Hotels New York” But… many visitors can turnto guests Promote experiences instead of regions Independents must be realistic

16. Modular approach for social consumer Book One-page booking Viral distribution Look Engaging web pages Facebook fan page Interact Reputation management Social CRM

17. Listen and leverage user content Scan millions of posts, but filter relevant information Blogs, news, videos, photos Social networks (TripAdvisor, Facebook, Twitter) Integrate user content, manage reputation Amplify positive user reviews Respond to negative comments

18. Engage: be relevant Engage with on-the-fly campaigns Pictures, pictures, pictures Highlight special offers, innovative room types Be local, useful and fun Promote experiences Blend official site and Facebook page

19. Book: drive incremental bookings Innovate: Offer social exclusives Easy, real-time booking Filters and sliders to speed up selection Best rate highlighted on a calendar Make booking a no-brainer: click-to-book

20. Measure, and do it all over again Make decisions based on consumer behaviors Measure everything Integrate with Google Analytics Gain customer insight & develop loyalty Learn needs of incoming guests Monitor service requests during stay Pinpoint opportunities for direct sales

21. Social marketing value proposition Amplify positive reputation Create community of brandembassadors Get bookings from socialexclusives Compete today for futurecustomer intimacy

23. Advance bookings for special events

24. Complete control over website“GuestCentric really understood the challenges that independent hotels like us face. Now we can keep the hotel’s website looking fresh by updating content at anytime from anywhere” - Lindsey W., Customer Care Director

26. Site done in 2 weeks

27. Direct bookings #1 reservation source “GuestCentric’s system and staff are wonderful, I wish I could deal with more companies like them” - Alun H., Managing Director

29. Lots of exposure due to WebAward

30. 40% of reservations from website“GuestCentric fully understands the needs and opportunities for a small boutique property. The technology has provided a perfect solution. Most importantly, online revenue has delivered a substantial ROI” - Ashley U., Business Consultant

31. GuestCentric: Smart, Social, Fast One application, all killer features Modular: no need to jump into all features day 1 Decision support data and performance indicators Gets guest into the process Incentives to shop, book and distribute virally Instant-on Intuitive interface Projects are hours/days not months!

32. Scan millions of posts, but filter relevant information Integrate user content, manage reputation Engage with on-the-fly campaigns Be local, useful and fun Blend official site and Facebook page Innovate: Offer social exclusives Make booking a no-brainer: click-to-book Make decisions based on consumer behaviors Gain customer insight & develop loyalty Pinpoint opportunities for direct sales Recap: 10 easy tips

34. 30% less distribution costs