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The presenation in EDEN meeting in Ankara, Turkey -July 28 2012.
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online marketing strategy & use of
social media & technology by destinations
How destinations can utilize online marketing tools for increasing their competitiveness
& offer value to their customers?
Themis Papadimopoulos, MBAAnkara 28/6/2012
My goal today..
CHANGE THE WAY YOU APPROACH ONLINE TRAVEL TILL TODAY
Our goal?Competitiveness- sustainability for
destinations
Greece EDEN 2007-2008
The destination website reality I
Greece EDEN 2009-2011
The destination website reality II
Turkey
EDEN 2009
The destination website reality III
Turkey
EDEN 2010
The destination website reality IV
EDEN DESTINATION WEBSITESbrief comparative index
Greece Turkey • Just a info website• No relative
information • No goals • No customer • No social media
presence
• Just a tourism info website
• Some relative information
• No goals• Hmm.. customer • A basic social media
presence
PLANNING• No travel
philosophy.. • No defined
goals• No coherent
quality – necessary content
• No interconnectivity
• Where is the customer?
IMPLEMENTATION
• No completed goals
• No real time information
• No updates• No participation-
user engagement
=Not so good for travel sites
What are the common destination websites mistakes?
Marketing = value for (our) customer
A definition of destination marketing is how can we give more value to our (potential) guest as a destination & make him DECIDE to come
So online destination marketing is how can we give more value to our (potential) guest as a destination ONLINE & make him DECIDE to come (?)
(& if is planned & long term= sustainable(?)
But today no1. information source is online, so?
Is online mkt= offline mkt??? NO So let’s define them!!!
The travel environment offline online
A direct approach to travel
The Tourism phenomenon
Destination(?)
Home
what a destination is
All tourists get
somewhere to do
something(Medlik &
Middleton 1973)
Place
Destinations are amalgams of
tourist products, offering
experience to the customers
(Murphy et al.2000, p. 44).
Experience
Theories that have
recognized travelers
(customers) as stakeholders are very few (except Buhalis
2000 και Kotler et al.1993).
Travelers
Planned ACTIONS
that attract travelers by
creating experiences
(?)
DESTINATION
MARKETING
=
Destination attraction elements
activities
attractions
accommodation
YOU
Whatever destination decides…
Eg. destination BİTLİS NEMRUT CRATER LAKE
activities
attractions
accommodation
YOU
Whatever destination decides…
BİTLİS NEMRUT CRATER LAKE Destination marketing
activities
attractions
accommodation
Whatever destination decides…
Marketing??? Where is our happy customer?
BİTLİS NEMRUT CRATER LAKE Destination marketing
activities
attractions
accommodation
Whatever destination decides…X
BİTLİS NEMRUT CRATER LAKE Destination marketing
customer
Destination marketing no1 goal is customer satisfaction
Strategic planning
ImplementationEvaluation
Marketing research = who is the
customer
activities
attractions
accommodation
Whatever destination decides…
Offline ACTIONS
that attract (before) and satisfy (after) the travelers
So… Offline DESTINATION MARKETING
Offline ACTIONS
that attract (before) & satisfy (after) the
travelers& WANT TO visit AGAIN = REPEAT
VISIT = THE MO$T tangible GOAL!!!
OK with OFFLINE DEST. MKT- plus…
• It is obvious that there is not such thing as “destination expert”
• there are processes that a destination can follow, its up to the stakeholders.
• What is absolutely obvious is that the first step
should do research about the customer
* Can you please explain branding, please?is there any relation between
destination branding & destination marketing? What is the difference?
Branding is for products
Marketing is for businesses
BUT
Offline mkt conclusions • Every destination has its own id, characteristics,
procedure can not be same.. • We have to decide that we want to do it right • We need a plan and targets. • And follow it- execute it correct. • The first thing we need is…
KNOWLEDGE < RESEARCH (knowledge in strategy is always the sustainable competitive advantage,
right?)
LETS GO TO ONLINE destination marketing…• How do we know that travel websites complete their
targets? Which are our targets?
ONLINE DESTINATION MARKETING
is a bit more complicated…we have more & new parameters
here!
The questions are many
Formulas are more…
Information is much more!!
Online Life cycles are enormous
Travelers are more than ever!!!
USER share Online awards!!
What does this mean?
• What has changed?• Simply that the power NOW is the
hands of the customer- user and NOT traditional destination stakeholders
It is USER GENERATED
AND WHAT ALL THESE HAVE IN COMMON???
THE USER!! Who now is a prod-uSer!
So what the destination should do for that?
ONLINEACTIONS
that attract USERS/
POTENTIAL travelers
ONLINE DESTINATION MARKETING
Why is this change?
Technology is everywhere!!
Mobile devices that affect two things!
Technology & information revolution
1. Time has changed everything INSTANT2. Information is mobile and everywhere3. Systems integration BOOKINGS, SEARCH
4. Transactions also mobile I WANT IT NOW5. Social media is like a telephone line today..6. Social media is not technology… its
distribution= more than necessary!!!
= personalization of services & constant enviroment CHANGE
So today the travelers are our new stakeholders !!
A sustainable and competitive destination?
Sustainability = long term planning Competitiveness = technology adoption
(not only in communication)
KNOW the network!!!
KNOW the user/ customerKNOWING THE PRESENT IS LIKE KNOWING THE
FUTURE
ENOUGH with theory
Any SOCIAL practical advice, Mr.?
Social… Philosophy
First define the online GOAL!!!! 1. Social media is social, you have to offer
through them2. Be real & as instant as you can be3. Assist users as you would like some help 4. You need TIME- 2-3 months to see results 5. Be adoptive with planning, everything
changes and needs update online
Content… is the King!First define the online GOAL!!!!
1. Create unique photos, videos and adopt a timeline to upload
2. Relate your content with destination USP’s3. Relate your content with your dates / events 4. Make offers, ask for feedback, not customers5. Interact with the users as much as you can!
Social Prerequisites
1. Define the …
2. Be patient with results3. It’s a learning experience, just like bicycle4. Investing money doesn’t mean that you
bring money, you have to learn WHERE to invest it
5. You have to know that you need a PLAN first and follow up with the implementation
6. It doesn’t need a lot, you need to be fully focused on the CUSTOMER = marketing!
Your… social outcome
1. Define first your preferred outcome* 2. Its like having a new telephone line 3. You have to play and learn with YOUR
product, try and fail, there is no other way (The more you play, the more you learn!)
*Update your goals as you learn
Lets see some goals and online efforts!!
Everybody wants a free FB pic!!!
Even Richard Quest does!!
March – May 2012
Everybody is on FBFB is fair
Users give you power
Pages have more
NOW
Time & tran$action
nice… clear what is missing NOW…?
Parameters that need further research
• Online traveler behavior (travel patterns, satisfaction etc)
• The relation of online tourism supply and demand
• Destinations as networks (behavioral) • Infomediaries and their role to the experience
Online MKT research is still back…
And finally…
ISTANBUL ONLINE POPULATION
ISTANBUL BRAND ANALYSIS
Tourists come to Istanbul to visit heritage sites but they cannot go everywhere because there is lack of information.
They need contact with the locals that they cannot communicate with them, because of language barriers.
They also feel as walking wallets. The most important factor that affects
brand equity is the the history of the city, BUT its NOT a success factor regarding the branding efforts.
Plus, the low brand loyalty is not very good- they don’t find what they have been looking for, so they don’t see any reason for revisiting…
(Stella Kladou PhD Research)
Hope I did it!!
Tesekkur ederim!!!
for your invitation and your attention!
& YOUR TIME!!!!
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