Engage Your Customers

The presence and growth of social media, on a daily basis, is often times an undervalued or overlooked element to the makeup of a hotel. Certainly hotels, resort, lodges, and B&B’s across the world hold a social presence on the major platforms: Facebook, Twitter, Pinterest, etc. Marketing teams and social media managers curate and manage high quality content, intended to draw a consumer closer to their product.

As a hotel, motel, resort, or a lodge, it is often times not the curation of content that presents issues. The real problems arise when it is time to genuinely engage your customer base – create action out of content. After all, the overlying goal is to book availability. What good is content without engagement?

If you find yourself stuck on different ways to engage your customers through your content, consider these three helpful tips:

1. Know your Audience – Knowing your audience does not take a whole lot. As a resort or hotel manager, more often than not, you know your demographic. The power that information holds is immense. When you know who you are curating content for, it becomes simple to target specific emotions, trends, and other psychographics. All of this information combined, can produce a personalized content experience for the customer.

2. Tell Stories – Building on the personalization aspect of understanding your audience, great marketers and sales people alike, all know how to tell a story. Ben Straley, VP of Social Technologies at Rio SEO, put it best when he said, very simply, “stories are the content.” Not sure where to find the buried story behind your customers? You already have the answer right in front of you – your audience data and web analytics hold the ticket to creating great stories.

3. Reach your Audience Where they Are – It is critical to understand where your customer is consuming their information. Today, technology allows the same content and imagery to be displayed across multiple platforms – desktop computers, smart phones, tablets, etc. It is extremely important that the integrity and presentation of your content stays the same across all of these platforms.

The Value – So what does all of this mean for your hotel? Holding a strong presence when it comes to your site and social media content gives you credibility in the market place. Consistency and quality content are great tools to boost your customer roster, and create a loyal customer base. As a marketer, it is important to use all of the tools around you to create the best content and deliver the best message – social media, web analytics, customer polls, internal data, etc. are all extremely valuable tools to the curation of great content. Using these tools will boost your credibility as a property and business, and will also have an impact on your overall ROI.

To read the full article from Ben Straley, click here.

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