Internet, Marketing, Travel & Tourism

8 lessons learned for DMOs when working with bloggers

By William Bakker | 06.21.13 | Permalink | 5 Comments

Packed room for my TBEX preso

Packed room for my TBEX preso

This is the second post about the key takeaways from my #TEBX presentation a few weeks ago. Yesterday, lessons for bloggers, today lessons for destinations:

 1) A blog trip IS NOT a press trip

I’ve seen too many blog trips miss the mark because the press trip was taken as the template for a blog trip. Most press trips follow a “standard” format by planning the trip in detail, hosting the writer/photographer/video crew for a certain amount of time and then wait for the piece to be published.

Bloggers have very different motivations than traditional travel writers. They also work with different schedules, deadlines, etc. Some don’t even have a home to go to. They live on the road. Some, maybe a lot, don’t even want to be hosted. They just want to do their own thing. Some publish fast, often in real time, some take longer to publish.

When planning a blog trip, think about your objectives. For example: do you want lots of content in the moment or would it be okay to wait for (better quality) content? This makes a difference. Do you want copy, photos, video? This makes a difference. What niches are you after? There’s a long tail of bloggers for pretty much every criteria. There’s a blogger who travels the world dancing. There’s a blogger who travels the world singing karaoke. You get my point.

2) Invest time to find the right bloggers

A lot of DMOs are passive about bloggers. They wait for a blogger to come to them, and deal with things as they come. There are hundreds of travel bloggers and more are starting new pages every day. Be strategic: it’s better to be pro-active and invite bloggers. Think about your objectives and use them to find bloggers that will best meet them. Even as requests come in from bloggers, have a checklist ready to quickly assess what you’re going to do with them.

We use 9 criteria we use when we select bloggers for blog trips we help clients with. It’s worth taking the time to find the right ones.

3) Don’t just focus on web traffic when selecting

My biggest pet peeve is the obsession with reach. It’s old-school thinking, ie “better to get my message to 10,000 people who don’t care, than 1,000 who do”. Web traffic is not completely irrelevant, of course, but it’s only one criteria out of nine.

Web traffic can also be misleading. For example, a blogger could get 20,000 visitors a month to their blog. But maybe 80% of those visitors are going to three past posts that rank high in Google because of good SEO. They’ll never see the content about your destination. More important is repeat visitation; these are people who are loyal readers.

4) Rethink your measures of success

If the objective isn’t to get a message in front of as many people as possible, what is it then?

A traditional travel writer will produce a piece and the DMO will measure the Ad Equivalency (which is B.S.). Bloggers can do a lot more. A lot of the campaigns we’ve done go way beyond the traditional way of working with travel media.  I wrote a whole piece about this recently.

5) Build lasting relationships

This is social media. It’s meant to be social. Most bloggers like to meet people and make friends around the world. A lot of bloggers also like to meet other bloggers. If you or your socially savvy staff build relationships with bloggers, it’s better for everybody. And don’t limit it there. Connect bloggers with local influencers, especially if they operate in niches. Somebody passionate about skiing will probably stay in touch with somebody else who’s passionate about it.

If you have a good relationship with a blogger, they will also likely a) produce more content b) retweet your content when relevant c) come back for another visit d) refer other bloggers e) bring old content back to the front over time.

From personal experience I know Valencia is doing this really well.

6) Think outside the box; bloggers can offer much more value than a few posts

This is related to #4. A lot of bloggers are very talented content professionals. Many are looking for opportunities to fund their travels as well. Need destination photography? Make it social. Hire one of the awesome photography bloggers to do the shoot. They will do great work and share it with their own community as well. Why hire a writer or photographer who produces content in the dark?

In this case, you would pay the blogger – not for posting in their own channels but to produce content for your channels. Be transparent about it, though. And don’t make specific demands or have expectations about the content they post in their own channels.

7) WIFI everywhere, all the time

This one is very tactical and got applause in my session and it pains me this is still not a standard feature of every blog trip: bloggers Tweet, Vine, Instagram and blog in real time. Disconnecting them from the internet means this won’t happen. Such a missed opportunity. Some blog trips don’t even have good Wifi in the hotels.

8) Personalize and build in free time

Every blogger is different and most have a passion for travel and a background in writing. They’re used to being independent and the good ones know what their audience likes. Tailoring the trip to the individual is logical but a lot of DMOs resort to the “destination top 10” for everybody. They don’t spend the time researching each blogger and their interest.

Free time is also very important. Bloggers like to do their own thing or take time to produce content.  Some of the best feedback we received from our “Flanders is a Festival” project is the itineraries Flanders created. They were extremely short. Most of the trip was at the blogger’s discretion. They received (personalized) tips and ideas and a person to contact in case they did want a host. They loved it. We also gave them a portable WIFI hotspot.

Robyn wrote a great piece about TBEX on the Think! blog as well and here’s the full deck from my presentation.

TBEX Day 1 – Lessons Learned: Working with Bloggers & Destinations from William Bakker
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Marketing, social media, Travel & Tourism

5 Lessons learned for bloggers when working with destinations

By William Bakker | 06.20.13 | Permalink | 4 Comments

Speaking in front of a packed room

Speaking at TBEX (photo: @jaimehorwitz)

A few weeks ago I presented two sessions at TBEX in Toronto. It was a very flattering experience. The room was packed both days, and I received a lot of great feedback from attendees, bloggers, DMOs and tourism businesses. My day 2 presentation became a featured presentation on Slideshare. It was a good week!

On day 1, I shared the lessons we’ve learned at Think! working with bloggers and destinations. At the end, I gave tips for destinations and bloggers that I will now share in two posts.

I’ll start with tips for bloggers.

(These tips are based on your ability to connect with DMOs and the tourism industry. I would never pretend to know how to be a successful travel blogger – that’s your territory. But I do learn a lot by watching how my 2-year-old daughter runs her travel blog travellingwithparents.com.)

1) FIND YOUR NICHE!

If you are a general travel blogger, it’s hard to stand out and create a group of loyal readers. By serving a niche, you have a better chance of reaching people who find your content relevant and passionately care about it. Somebody who loves to ski is more likely to read a ski travel blog. It’s also going to be valuable to people in the ski industry, since you talk to the people they want to talk to. But in order to be taken seriously, you need to able to speak credibly to the community.

Bonus tip: Your story matters too

During the speed dating sessions at TBEX, we talked with more than a hundred bloggers and very few could  describe what the story is that they are telling or what niche they serve. Some bloggers “write for themselves” and that’s ok of course. But think about your angle. Is there a thread that runs through your site? How do your posts connect as a whole? “Looking for off-the-beaten-path experiences” or wanting to “emerge myself in the culture” is simply too standard an explanation. Jürgen and Mike’s for91days blog, however is not. It’s a story that’s easy to understand. So is the 365 days of dining in Richmond campaign blog that we helped out with.

2) BUILD A COMMUNITY

A lot of destinations still focus on web traffic as a their primary metric when it comes to selecting bloggers. It’s definitely important, but for us it’s only one out of nine criteria. Bloggers are influencers, and the degree of influence you have over your audience is what matters more. Why? Because we would like you to inspire people to come visit the place you’re writing about. Bloggers who have built a base of loyal readers and who cultivate an engaged social media community are more likely to have a higher degree of influence.

It’s easier to build a community around a niche, because people who share an interest are more likely to engage with each other (see #1). But you can also build a community based on your personality, skill or other quality you have. Whatever the case, you have to connect. It’s called social media for a reason.

3) BE CLEAR ABOUT YOUR APPROACH AND OBJECTIVES

There’s no right or wrong approach about how you travel or how you publish your content, but most destinations approach a blog trip like a traditional press trip. This often leads to a frustrated experience if you don’t like that format. When you’re approached by (or reach out to) a destination, make sure you’re very clear about your standard approach.

Do you prefer not to be hosted? Make sure the organization contacting you knows this. Is the only reason you want to visit, is because of a specific national park? Make sure they know as well. Otherwise you might be frustrated when your host has an action-packed itinerary filled with zoos, museums, restaurant after restaurant and other things you’re not interested in, while allowing you 30 minutes in park you came for in the first place.

Being clear about what you want and like might affect the outcome of whether you will be invited or not. But in the end, it’s better for both you and the destination to discover early if your expectations don’t align.

4) UNDERSTAND THE DESTINATION’S OBJECTIVES AND EXPECTATIONS

Before you commit to a blog trip, make sure you understand what the destination would like as a result. How do they define success? Do they have specific expectations about publishing? Do they expect you to write about specific things? Don’t forget that it’s an investment for them and it’s important to ask these questions up front so you can decide if you can or want to meet them.

We’re not big fans of  defining specific publishing requirements. We’d rather let the destination speak for itself and have the blogger decide what and how much is appropriate for their audience. That’s why it’s important that the destination does its homework and invites the right bloggers. When discussing trips with writers, we’ll give bloggers an idea of what we and the client have in mind, including explaining why we’d like to invite them. For example: “we want a ski blogger to experience this new ski resort because we believe your audience would really like to know about it. We’ll leave it up to the you to decide how to best tell that story.”

But more often than not, we’ll think outside the box. We’ll include bloggers as part of a bigger campaign. Because they’re great content producers, storytellers and often live without too many constraints.

5) STAY HUMBLE

I’ve seen some travel writers working for big publications show up for a media trip with a suitcase and massive egos. They can be demanding, unreasonable and obnoxious. What I like about working with bloggers is that their passion is truly for travel and creating great content. That’s what’s got you started and that’s what motivates most of you. You’re all unique and some/most of you are real characters… but the far majority of you are insanely nice people. Please don’t lose that when you become more successful.

Tomorrow: 8 lessons learned for DMOs when working with bloggers

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leadership, Management

Strategy vs. Tactics

By William Bakker | 03.07.13 | Permalink | 3 Comments

battle_map

“Strategy without tactics is the slowest route to victory. Tactics without strategy is the noise before defeat.”
― Sun Tzu, The Art of War

One major topic of discussion at Think! is whether a client who ask for strategy really wants a strategy or wants a list of tactics.

Here’s a guide to strategy and tactics.

STRATEGY VS. TACTICS

A strategy is a long term approach to achieve a big goal. It spans a longer period of time and describes an approach to achieve that goal. It’s often complex and muli-layered. A strategy allows you to set priorities and focus your resources. It should also define what success looks like.

Tactics are smaller, short term actions to deliver on the strategy. Tactics need to be evaluated and adjusted constantly based on what is learned along the way. But a strategy needs time and typically stays in place for a longer time unless the goal or other macro variables changes.

THE DANGER OF TACTICS WITHOUT STRATEGY

Some people are focussed on doing. Strategy to them looks nebulous and intangible. It doesn’t contain specific tasks. But random tactics without a strategy leads short term actions with unpredictable long term results. It’s like driving a car around without knowing how to reach your destination. And everybody on your team is driving their cars around in all directions hoping to eventually get there.

That’s why every tactic needs to deliver on a strategy. “Running ads to grow a Facebook page” is a tactic. But why are we doing it? What purpose does it serve? Why is it more important than anything else? And once we have more fans then what? And how does Facebook fit in with everything else?

WHAT TO ASK YOURSELF (AND US)

  • Do you need idea for things to do for the next few months based on your existing strategy? You need a tactical plan.
  • Do you an approach to reach a long term goal with starting points to go about it. You need a strategy with tactical starting points.
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Experience Design, social media, Travel & Tourism

Service design: interaction design for the offline world

By William Bakker | 03.06.13 | Permalink | 1 Comment

Customer journey

Customer Journey Map (source: http://www.servicedesigntools.org/)

PRODUCT VS. EXPERIENCES

We’re in the business of making memories and a tourism brand is largely build via the stories people share through word of mouth and in social media. The implication is that the tourism industry needs to stop believing they’re selling products and start understanding they need to sell experiences.

A stay in a hotel is more than a room to sleep in. A visit to a restaurant is more than a meal. A visit to a museum is more than looking at art. It’s the same reason why Apple has turned unpacking their products into an experience. It’s why Starbucks can charge way more for coffee than McDonalds.

Selling products is a race to the bottom, selling experiences a race to the top. Just read the Experience Economy again. Experiences aren’t just the way customers interact with your staff. It includes every touchpoint from the moment somebody books to moment they’ve left.

INTERACTION DESIGN

I’ve been designing online experiences for more than a decade. Interaction design and Information Architecture are well established methodologies and processes. They’re user centred and based on bringing relevant content and services to target audiences in an easy and useful way. The processes are based on keeping a relentless focus on the end user, prototyping, testing, measuring and iterating. Personas, paper prototyping, usability tests and web analytics are all tools in the toolbox to make a good interactive experience.

Why wouldn’t you use the same methodologies and processes in the offline world?

DESIGNING TOURISM EXPERIENCES

Designing offline experiences isn’t something new. Just look at any of the Disney theme-parks  The experience is managed completely from the moment you walk in until you leave. There’s a whole Imagineering department responsible for this and the results show. Disney is recognized as the gold standard in theme parks and are the most visited tourism attractions around the world.

DMOs should take Disney’s example and view their DMO through the same lens. Transportation, safety, cleanliness, friendliness of locals and signage all play part in the destination experience. Even though a DMO has nowhere near the control of a Disney theme park, it makes sense to strive to make the destination experience best it can be. By Nett Promotor Score (NPS) as a measure you can predict growth.

SERVICE DESIGN

Designing experiences and managing the destination experience is starting to gain traction and the discipline is called Service Design. I’m not crazy about the term because it can easily be confused with customer service but it is what it is. There’s a good book called This is Service Design Thinking that explains service design in detail and provides the tools and processes a service designer needs.Technology tools are becoming available and conferences are being organized.

We’ve started doing service design work with clients. It’s a great fit with our company because it uses a similar approach to designing digital experiences. And because the customer experience is the start of social conversations, there’s a natural alignment with social media.

Management, Marketing, social media

9 criteria for selecting travel bloggers

By William Bakker | 01.29.13 | Permalink | 11 Comments

This post was first published as a guest post on the TBEX blog.

Bloggers at TBEX
Blogger gathering at TBEX in Girona, Spain

At the moment, blog trips and bloggers hosted by a Destination Marketing Organisation (DMO) are still a bit of a novelty. DMOs don’t yet completely realize the value bloggers and bring but I expect an explosion  in the near future when DMOs understand the value while travel bloggers realise the benefits a blog trip can offer and new travel bloggers want to join the club.

DMOs need a way to sort through all these requests. We’re not big fans of a one-size-fits-all approach to measure the value of bloggers but instead we like to match bloggers based on a DMO’s specific marketing goals. We also recommend that our clients take a pro-active approach to bloggers by inviting the ones with the best fit instead of a reactive one by waiting for requests to come in.

We have a good relationship with dozens of bloggers and a database with hundreds more. We have 9 criteria to select bloggers for blog trips and other campaigns, which are outlined in detail below. When developing social media strategies we recommend that our DMO clients also use these criteria to manage individual blogger requests.

1) Value to the blogger

I mention this one first, because if there’s no value for the blogger then there’s no use in working together. A blog trip or campaign needs to be a win/win situation. We’ve learned that it’s important that the DMO and blogger know each other’s expectations. Sometimes a blog trip might not work out for a variety of reasons. And that’s okay. But it’s better to set out the realities and expectations on both sides ahead of time.

2) Reach; the size of the audience

This is an important metric, but not as important as you might think – at least, not to us. We would rather work with a blogger who has a smaller audience and a higher influence. A blogger with 2,000 Twitter followers may be of more value than one with 50,000 if those 2,000 people are passionate, engaged and are likely to be influenced by the person they follow.

We use tools like Compete.comQuantcast and Alexa to get an indication, or ask the blogger for data. We will also look at Twitter followers, Facebook likes, and other statistics. For bloggers, it’s a good idea to have this info handy as DMOs will ask for this.

3) Audience demographics

This criteria includes things like what language you blog in and what countries your readers are from, their age, education, income, etc. We’re not that interested in where the blogger comes from because their audience might come from a completely different place.

We will use Quantcast and sometimes other tools for this, although a lot of blogs don’t have enough traffic for these tools to provide valuable metrics. We sometimes ask bloggers, but we have had to make assumptions at times.

4) Influence in a niche

This one is more important to us than reach. We’re looking for people who are an authority in a subject matter. That’s the power of the Internet – there’s a community for every passion. It’s safe to assume that a wine blogger has an audience interested in wine. If we’re working with a destination that is seeking to leverage its wine products or experiences, we will pick a wine blogger with a small audience over a general travel blogger with a larger audience in most cases.

In order to determine influence, we look at things including comments on a blog (volume and types of comments) and how the blogger interacts with her/his audience. Why? It’s that personal connection that makes a blogger unique and influential. And we will also look at repeat visitation to the blog. This is an indicator of how loyal an audience is and therefore the influence the blogger has.

What we sometimes observe is that bloggers with a large audience lose the personal connection with their readers. Their blog becomes more like a traditional publication online. That’s to be expected and not necessarily a bad thing, it just changes the types of initiatives we will invite them for, and the approach we take. They may be better suited for a traditional press trip.

5) Connection to other influencers

This one is closely related to #4. Blogging is social. We believe that a blog trip or a blog campaign’s value doesn’t just come from the value as a result of the produced content, but also from the personal connections created. A blogger with a lot of connections to other influencers is more desirable as that means there’s a better chance that their messages are then amplified or retweeted by other influences. A good relationship with one blogger can also lead to a referral to another. We often ask other bloggers for suggestions about other writers.

6) Quality and style of writing, photography and/or video

This one speaks for itself. We prefer blogs with quality content. And sometimes one blogger’s style fits better with a particular destination brand than another. And it doesn’t mean that we look for moderate bloggers only, by the way. We seek honesty and transparency, otherwise a message won’t be credible. The blogger at TBEX who writes critical posts just to make PR people uncomfortable would probably not be invited, though (see #9). Often, quality trumps reach and influence.

7) Speed of communication

We don’t have a specific preference. It varies from initiative to initiative. Most of the time, a blog trip is designed to create a lot of social content right away, and speed is important. Other times, it won’t matter too much if it takes a few weeks for us to see a post (months is pushing it). The longer it takes, the more the details and energy are lost. Plus, the copy ends up looking more like it belongs in a traditional publication.

8) Use of technology and tools

Does the blogger tweet, Instagram, or post to fan pages during the trip? This is obviously helpful.

And it also varies. If we’re working on a campaign where we want a lot of content in the moment, Twitter, Facebook, and Instagram are important. In some cases, they’re not.

Sometimes we look for quality, influence, and reach for a specific tool or network. We invited a big Instagrammer to Flanders, for example. The Costa Brava even hosted an Instagram trip.

9) Personality

Is this blogger easy to work with?

We will happily sacrifice reach or influence for a nice person when we’re hosting a group of bloggers. Personality type tells us something about the bloggers’ relationship with their readers, and that’s important in social media. Other factors including professionalism and attentiveness are equally important. If it takes weeks for somebody to reply to an email, or if they don’t follow practical instructions we get worried. We often check references as well by calling another DMO the blogger has worked with.


We have good results using our criteria above. In the future we hope to build out our database so we can be a good matchmaker between bloggers and the tourism industry that delivers benefits for both.


 

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Marketing, social media, Travel & Tourism

How can destinations measure the value of travel bloggers?

By William Bakker | 01.23.13 | Permalink | 4 Comments

I wrote this post as a guest post on the TBEX blog.

#blogtripF1

#blogtripF1

Destination Marketing Organisations (DMOs) have hosted influencers for a long time. It used to be the exclusive territory of travel journalists. They were courted, invited and hosted in order to generate awareness and consideration for a destination.

In order to measure this PR most DMOs used the “Advertising Value Equivalency” (AVE). You take the size of the produced piece, use the equivalent cost of running an ad of the same size in the publication, apply a multiplying factor because editorial is more credible and there’s your equivalent value of “free” advertising.

Most people in the PR industry agree that AVE is significantly flawed. But for years, it’s all we had. It was simple and easy to calculate – and at least it was consistent, something we could monitor over time, and benchmark against the competition. At least that was something.

There’s no such direct measure for blogger-based campaigns at the moment. Keith (Velvet Escape) and Melvin (Traveldudes) presented a first draft of a method calculating the value of a blog at a TBEX session in Girona. It was loosely based on AVE and an attempt to quantify the value of a post in dollars.

I applaud the attempt because at least it will provide DMOs with some guidance and offer benchmarking possibilities. But I’m not a fan of trying to use an old-media method that’s already shaky at best and applying it to a new world model in order find a social media equivalent for it. It assumes a specific blogger will provide equal value to all destinations and that’s simply not true.

There are a multitude of travel blogs out there, and with careful research, we can unearth a blog and a writer who has the best fit with a specific destination and its objectives. Often we end up bringing bloggers who have a specific skill or niche. And when we bring a group of bloggers together, the composition of that group, the mesh of personalities, matters.

It’s not just the size of a blogger’s audience that’s important, but the likelihood of delivering a relevant, credible, and authentic message to their network. Passion speaks volumes. We need to believe that their message will influence a reader’s travel decisions.

At Think! we love working with bloggers because they are, generally speaking, very passionate and excellent creators of content. We work with dozens of DMOs around the world, helping them arrange blog trips, and we involve bloggers in many of our campaigns. We tie the way we measure a campaign involving bloggers to the specific marketing objectives.

We research, identify, and approach the right bloggers for the campaign, assist with the trip planning, and provide consultancy to clients on how to make these travel (or cultural) writers feel most engaged or valued.

For example:

  • In Belgium we worked with Tourism Flanders to identify, contact, and send 100 travel and music bloggers to festivals all summer long, with the objective of generating awareness for Flanders as a prominent festival destination in Europe.
  • In Richmond, British Columbia, we helped find a food blogger who would eat and blog about a different Richmond restaurant every day for a year with the objective to position Richmond in the centre of the foodie community.
  • In New South Wales, Australia, we organised a month-long bus trip of bloggers including a photographer and videographer with the objective of showcasing the destination and creating content in a more social way.

Through our work we know many bloggers and we hope we have developed a good reputation amongst them. Because we have these relationship it makes it easier and easier to find the right bloggers for our projects.

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Internet, Marketing, social media, Travel & Tourism

Graph Search is something people might just love

By William Bakker | 01.16.13 | Permalink | 1 Comment

In 2010 I wrote that Tripadvisor’s integration of Facebook connect offered a glimpse into the future. Well the future is here.

Graph Search, announced yesterday by Facebook, is a new way of searching. It’s using taking your social graph and the content shared on Facebook as the basis of relevancy. Graph Search will allow you to search for things based on your personal network of friends, your ‘friends-of-friends’ or Facebook users in general.

You can soon search on Facebook for “restaurants in San Francisco liked by people who live in San Francisco”.

Or “restaurants in San Francisco my friends like”.

Or “restaurants in San Francisco liked by my friends who live in San Francisco.”

Or “Restaurants in San Francisco liked by my friends from India”

edge_search_restaurants

The possibilities are endless.

The travel decision process is going to be massively influenced when Facebook users adopt this kind of functionality. Because travel product is a heavy used item on Facebook. People check in, share photos and like places they’ve been all the time.

A whole new world of discovery and travel inspiration might open up. Imagine searching for “Places people check-in who like scuba diving”

Or “Cities people check-in who like art”

Or “festivals people like who like Greenday”

Or “pictures from my friends in Berlin”

Yesterday I also read a nice post by a Techcrunch writer about a recent frustrating trip to the new MySpace. This part caught my attention and made me think.

Wait, how does Myspace know I would like these?Is everyone seeing the same ones? Did Justin pick them out for me? Are my friends listening to these guys? I have no context here. I don’t understand why they’re recommended. I decide to move on.

and

I mean really, I logged in with Facebook – would it have killed you to look through my “likes” for a bit of personalization here?

A Techcrunch writer is obviously ahead of the curve. But what’s happening here is that people are starting to expect websites to personalize based on their previous behaviour and what they or their friends like on Facebook.

I remember being freaked out when Amazon recommended me books based on my previous purchases. Or when a laptop bag followed me around the internet thanks to remarketing. But that’s a long time ago. I don’t get freaked out anymore. We’ve gotten used to it. We even like it. We get mad when we see ads that aren’t relevant. And Facebook’s Graph Search might just deliver exactly the functionality at the right time. And travel and tourism marketing will never be the same. You better get ready.

 

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Marketing, social media

Two Facebook pages best practices

By William Bakker | 01.15.13 | Permalink | 1 Comment

North To Alaska

NorthToAlaska

First there’s the ‘North to Alaska’ page. I know this page well because it’s managed by Think!’s Dustin. And he’s killing it!

It’s the only page I know on Facebook where the ‘people talking’ almost always outnumbers the number of ‘likes’ with hardly running any ads. Besides sharing mind blowing photos, Dusty is also doing everything right to engage the community. Drawing engagement from fans, involving them in answering questions and recognizing fans for great contributions. The page has build a community of very passionate people who love the Alaska highway. The almost 5,000 fans reach tens-of-thousands because of the great community management.

<sales>

Dusty also conducts our populair social media audits. He will review your page, tell you what you do well, where you can improve and how. Just drop us a note for info.

</sales>

Applebee’s

Screen Shot 2013-01-12 at 4.37.22 PM

Applebee’s? The restaurant chain? Yes, that Applebee’s.

Now the postings on the page itself is not bad, but it’s not great either.

It’s the way they handle what people post on their page. A few months ago some teenagers started ‘trolling’ the page. An ‘Applebee’s Reply Guy’ was created and has turned trolls into fans. Click on ‘See All’ where it says ‘Recent Posts by Others on Applebee’s’ and learn from how they respond to good comments, bad comments and how they use wit and humour when appropriate.

I was made aware of this page at #Somet12. Think!’s Mikala wrote a great post about it.

Update Feb 4, 2013. Apparently the Applebee’s Reply Guy lost his way (or did they change agency).

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Management, Travel & Tourism

NPS is the perfect destination KPI

By William Bakker | 01.08.13 | Permalink | 12 Comments

happy-sad-faces1

A destination brand is shaped by the stories people tell each other. Consumers will share stories about their experiences. Do it right and they’ll do the marketing for you. Under deliver and they will become detractors. It’s the role of the DMO to lead the collection of stakeholders to market to the right people and deliver remarkable experiences.

Fortunately a visitor’s experience is one of the few things a DMO and it’s stakeholders have control over. And NPS, or Nett Promoter Score is the perfect way to measure and benchmark this. NPS measures customer satisfaction by answering one question – How likely is it that you would recommend [brand xyz] to a friend or colleague? On a zero to ten scale, people who score a 9 or 10 are promoters, they will recommend your destination. People who score a 7 or 8 are passive while people who score between 0 and 6 are detractors. They will tell others not to go. When you subtract the number of detractors from your promoters you end up with your Nett Promoter score.

SWA-NPS

There’s a lot of evidence that a high NPS is a strong indicator for corporate growth. Southwest is known for it’s friendly staff and business practices. It stands out from most other airlines in the US. Southwest built a customer centered culture and considers “a high NPS indicates a strong competitive advantage“. They have posted 39 years of consecutive profits and this blog posts quantifies the results of their customer service efforts.

I’ve been thinking about this for a while and have concluded that every DMO should  measure NPS. Because not only is NPS a good indicator of future growth, it will also get staff and  stakeholders to focus on the consumer and the customer experience.

Managing your destinations reputation is more important than ever. And it’s a collective responsibility. Use NPS to measure and benchmark it. Read The Ultimate Question to learn more about NPS.

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social media, Travel & Tourism

The business case for blogtrips in two simple slides

By William Bakker | 01.04.13 | Permalink | 1 Comment

At Think! we love working with bloggers because they are, generally speaking, very passionate and excellent creators of content. We work with dozens of DMOs around the world, helping them arrange blog trips and we involve bloggers in many of our campaigns.

About a month ago I attended the 2012 Digital Tourism Innovation Campus in Barcelona. Gary Arndt from Everything-Everywhere presented. Gary is one of the biggest travel bloggers out there and he’s permanently on the road. Gary laid out the business case for working with bloggers in these two simple slides.

Business Case Slide 1

Business Case Slide 2

Pretty straight forward isn’t it?

There’s more good info in his full presentation below.

Digital Touism Think Tank Presentation from Gary Arndt
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