How to use Social Media and Marketing Automation to increase your hotel bookings?

Transcription

1 WEBINAR FOR HOTELIERS How to use Social Media and Marketing Automation to increase your hotel bookings? Presented by

2 HOSTED BY Deepak Mavinkurve Founder CEO Automation to increase your hotel bookings? 2

3 ABOUT KePSLA KePSLA is an acronym to Key Performance Scores and Lexical Analytics. We aggregate and analyze online customer reviews to present meaningful and actionable insights for the hospitality industry. Our intelligent solutions enable hotels, hospitality consultants and OTAs to measure and enhance their products & services, improve their reputation and promote guest satisfaction. Reach. Engage. Grow TRAVEL RECOMMENDATION Recommend customers with bestfit solutions using sentiment analysis, based on context, personas & preferences. FEEDBACK MANAGEMENT Solutions that enable real-time customer interaction & help grow average revenue per user. REVIEW INTELLIGENCE Convert diverse customer feedback into actionable analytics that give immediate bottom line benefits. Automation to increase your hotel bookings? 3

4 2500 Hotels and counting Customers many more Partnerships Integrations + 17 more Awards & Recognitions Chosen among Top Travel Startups Shortlisted for India Innovator Award Automation to increase your hotel bookings? 4

5 TODAY S DISCUSSION 1. The Advent of Social Media 2. Showcasing your brand through Social Media 3. Understanding your guests better 4. What is Marketing Automation 5. Improving Guest Engagement with Automation 6. Increasing Hotel Bookings 7. Building Customer Loyalty Automation to increase your hotel bookings? 5

6 SPEAKER Anusha Rajshekar Head of Marketing Automation to increase your hotel bookings? 6

7 TODAY S QUESTION Are you currently using social media or marketing automation to engage with your guests? Automation to increase your hotel bookings? 7

8 1. The Advent of Social Media Automation to increase your hotel bookings? 8

9 SOCIAL MEDIA PRESENCE Billion Active Social Media Users 31% India has the 2 nd largest yearon-year increase in social media users since January 2017 by 31% Automation to increase your hotel bookings? 9

10 2. How can social media help hotels to showcase their brand? Automation to increase your hotel bookings? 10

11 SOCIAL MEDIA FOR HOTELS Impact of Social media on Hotel Reputation *The Social Media Mandate for the Hotel Industry - Cognizant Automation to increase your hotel bookings? 11

12 APPLICATIONS Marketing Spread the Word Customer Engagement Promotions Influencer Marketing Automation to increase your hotel bookings? 12

13 APPLICATIONS Client Servicing Concierge Review / Reputation Management Automation to increase your hotel bookings? 13

14 BRAND ACTIONS ON SOCIAL THAT PROMT USERS TO PURCHASE *SproutSocial Automation to increase your hotel bookings? 14

15 ENGAGEMENT METRICS Guests who are engaged by a hotel on social media during their stay on-property, post 2.5 times more than other guests. A hotel can increase revenue and ADR up to 10% by engaging their guests through Social Media Guest loyalty increased 12x- 19x when the hotel engages with the guest within 30 mins of a post being published 2.5 x 10% 12x to 19x *Study Local Measure Automation to increase your hotel bookings? 15

16 3. What is Marketing Automation? Automation to increase your hotel bookings? 16

17 MARKETING AUTOMATION Marketing Automation refers to software that automates your marketing for you. The software is designed to help you prioritize and execute your marketing tasks in a more streamlined and efficient way. Personalization & Segmentation Multi channel targeting Improved Efficiency Automation to increase your hotel bookings? 17

18 4. Improving Guest Engagement with Automation Automation to increase your hotel bookings? 18

19 OPTIMIZING THE BOOKING JOURNEY Awareness Guest wants to travel Hotel Inspires & Influences through Social Media Hotel attracts guests attention Consideration Targeted s and offers Guest interacts with hotel and compares Identify guest persona Yes No Decision Automation to increase your hotel bookings? Guest books choose the promo/mail Hotel adds guest for future communication 19

20 Benefits Data Oriented Decision Nurture Potential Customers Analyze Guest Behavior Automation Build Guest Profile Targeting Interact at the right time Automation to increase your hotel bookings? 20

21 APPLICATIONS Cross Sell and Up Sell Segmenting and Personalization Retargeting /Drip Campaigns Automation to increase your hotel bookings? 21

22 5. Building Customer Loyalty Automation to increase your hotel bookings? 22

23 LOYALTY 62% of frequent travelers used hotel loyalty programs. The number of annual roomnights for each guest increased by nearly 50% noteworthy revenue gains per year up 57% 62% 50% 43% 23

24 6. How KePSLA can help? Automation to increase your hotel bookings? 24

25 ENHANCING CUSTOMER EXPERIENCE IN EVERY STEP OF THE JOURNEY INSPIRE Encourage travelers with the help of social media and marketing. Promote hotels online to potential travelers and guests. 1 2 RESEARCH & BOOK Fasten hotel research and increase direct bookings. Influence customer booking decision with KePSLA Quality Score & Review snippets. EXPERIENCE Improve guest satisfaction & capture real-time guest feedback to ensure timely 4 guest and staff response. Take quick action to guest request with notifications ADVOCATE and alerts. Impactful insights on online guest reviews. Analyze and improve online ratings to increase 3 repeat bookings.

26 6. Questions? Automation to increase your hotel bookings? 26