MindShift Interactive - Social Media Report - Hotels in India

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• M i n d S h i f t I n t e r a c t i v e • S o c i a l M e d i a R e p o r t 2 0 1 2 • I m p a c t o f S o c i a l M e d i a o n H o s p i t a l i t y & T o u r i s m •

• w w w . m i n d s h i f t i n t e r a c t i v e . c o m • + 9 1 - 9 8 2 0 0 7 1 5 1 7 •

Part II : Hotel Industry Analysis

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Hospitality & Tourism Industry:

Airline Online Travel Agencies Hotels Travel Review Websites

Hotel Industry Analysis

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Hotel Industry in India

A major contributor to the Tourism Industry are Hotels, growing rapidly by nearly 15% in 2010/11, with growth in demand outpacing supply, and nationwide occupancy growing by 1.7% over that of 2009/10. The Hotel Industry has seen a growth of 187.22% in the past 10 years (2001 -11) and is estimated to grow at the rate of 43.21%, five years from now (2011 - 2016), as stated by the United Nations Conference on Trade and Development (UNCTAD).

India’s Hotel Industry has shown robust growth in the fiscal (2011-2012) till November, notwithstanding the global and local economic slowdown, reporting continuous revenue-per-available-room (RevPAR) growth and the hotel inventory is expected to add another 61,000 rooms in the next 3 years. The market is estimated to reach US$ 30 billion by 2015.

To tap the growing opportunity, around 25 major international hotel companies like Accor, Marriott, Claridges and Shangri-la are looking to enter India, either independently or in collaboration with domestic partners.

The rise of Hotels coming up in India leads to their need to stand out and make a mark, thus leading to a greater dependancy on social media, to increase outreach and maintain relationships.

MindShift Metrics conducted a study to identify and analyse the activities by the Top 5 players within the Hotel industry who maintain an active presence on Social Media and rank high on the MindShift Metrics ScoreCard©.

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Industry Snapshot

The 8 % conversations that were tracked through the hotels audited, most conversations were on:

a. Feedback associated with the services of the hotel, like food, customer service, ambience,

infrastructure of the hotel.

b. Queries related to Bookings & Reservations

c. Value for Money Comparison with other hotels

Facebook dominated the medium by usage of campaigns and content regarding the hotel. A need

for highlighting positive experiences and gratifying consumers, while also leveraging upon

restaurants in the hotel could be key to increase positive sentiments and conversations.

8% - Total Online Conversations

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MindShift Report Findings – Hotels on Social

Media

Consumer Perception – Sentiment Analysis

TG Profiling - Gender Analysis

Club Mahindra (51%) had the maximum

number of conversations, followed by

ITC

Facebook, News, Twitter & Forums

were the most used platforms for

Online Conversations

Club Mahindra - Most talked

about brand, ranks highest in

each sentiment

ITC hotels - Least negative

comments

Taj Hotels - 2nd in most

positive conversations

Males dominated 76% of the conversations

whereas Females share 24% of the Online

Conversations. This showcases the decision

making power of Men Vs Women whilst

making reservations & their voice on social

media being much higher within this segment.

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Top Brand Conversations

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Social Media Metrics

We tracked the Social Media presence of the top five socially active hotels in India, analyzing the

objective, activeness of the brand and the strategic approach chosen, with respect to campaigns,

platform integration and response management, resulting in a thorough Social Media Audit.

The MindShift Metrics Scorecard© shares insights on each brands Social Media presence, via pre-

defined and proven Metrics. The scores aligned to each metric provide for a sustained and insightful

digital outreach for brands which come from an understanding of the consumer and business.

Metrics defined for each platform take into consideration the qualitative (content, creative’s, etc)

and quantitative (fan numbers, outreach, interactions, etc) features of the platform.

The sum of all scores together aligns a Rank to the Brand thus leading us to the insights of which

brand dominates on social media and the reasons behind the same.

The table below displays the MindShift Rank for Hotels brands, highlighting that Club Mahindra leads

the social media space followed by Oberoi Hotels, ITC Hotels & Taj Hotels. The Pride Hotels is at the

bottom of the scorecard.

For a detailed understanding of the Ranking process, please refer to our Research Design – MindShift Metrics Scorecard

Section.

MindShift Metrics Scorecard© and the Social Media Audit helps

you gain deeper insights on the following:

1. Platform Analysis

2. Strengths and Weakness of each brand on Social Media

3. Global Trend Analysis and Forecasting on the basis of the

same

Hotels MindShift Metrics

Rank

MindShift

ScoreCard©

Club Mahindra 1 50

Oberoi Hotels 2 47.5

ITC Hotels 3 45

Taj Hotels 4 39.5

The Pride Hotels 5 36.5

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Club Mahindra - MindShift ScoreCard©

Rank - 1

Score – 50/100

Hotel

Brand

Social

Reach

Club

Mahindra

5

20

14

7

1

2

NA

1

NA

Club Mahindra is crowned as a leader in Social Media within the Hotel Industry with a MindShift

Score of 50. Consistency of campaignsis & social media optimization are key to success of the brand.

Facebook Insights - With over 63467 fans and an excellent engagement ratio (14%) Club

Mahindra leads the presence on Facebook

Content Mix – A mix of informative & innovative content like destination & cultural trivia,

information on local delicacies, Resort Information with usage of different Facebook features like

membership experiences via photos & videos, polls and interactive questions keeps their fans well

connected

Campaign Strategy – Offline integrated campaign, #TreeOfWishes during Christmas & a twitter

campaign, #holidayhaiku created a high engagement ratio for the brand.

Club Mahindra leads the Twitter presence with 7159 followers and effective engagement. With

consistent daily updates, campaigns and active response management, the brand optimises the use of

this platform

YouTube is another platform which is well explored by Club Mahindra with around 158 subscribers

and over 3,72,659 video views

YouTube Innovation – Frequent Videos (Average of 1 Video/3 Days) + Customer Experiences +

Campaign Videos = SUCCESSFUL PRESENCE

https://twitter.com/#!/clubmahindra

http://www.youtube.com/clubmahindraholidays

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Oberoi Hotels - MindShift Scorecard ®

Rank – 2

Score – 47.5/100

Hotel -

Brand

Social

Reach

Oberoi

Hotels

6

19

12.5

4

2

3

NA

1

NA

Facebook Insights – Oberoi Hotels has over 10879 fans on Facebook with a low Engagement Ratio

of 3.5%

The Welcome Page of the Brand is impressive with a mix of Interesting Destinations +

Reservations + Special Offers + Twitter + Video Integration

Content Mix – Themes about hotel destinations and travel stay at various Oberoi Chains dominate

the conversations

Campaign strategy – Sharing Information and Assistance via Social Media remains the strategy of

the brand, though a campaign would surely boost their engagement

Twitter presence with 2750 fans. Hotel Information, addressing appreciative tweets, festive

wishes, career updates and response management are the key elements on Twitter but the need

for increased interactions is awaited.

YouTube channel with 26 subscribers and over 9577 views

Poor customization and usage of the videos available on the channel..

#MindShiftApproach – Consumer experience, hotel tours to be showcased along with appropriate

tagging and titling of the videos.

MindShift ScoreCard© ranking for Oberoi Hotels - 2nd most active on Social Media

https://twitter.com/#!/oberoigroup

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ITC Hotels - MindShift Scorecard©

Rank - 3

Score – 45/100

Hotel -

Brand

Social

Reach

ITC

Hotels

7

16.5

11.5

5

1

2

1

1

NA

Facebook Insights – High number of fans (15402) but a low Engagement Ratio of 2%

FB is well integrated with Bookings Tab, Videos and Testimonials

Content Mix – Food/Cuisine, Associations (like Kolkata Literary Festival), and Discounts at various

Hotels, Trivia and Information

Campaign Strategy – Responsible Luxury as a brand positioning campaign is highlighted apart

from the usual updates

Twitter presence with 1622 followers and active response management.

Customized twitter contests are held on occasions like - #proudtobeindian, leading to Active

Engagement

YouTube Channel has 11 videos with over 2940 Views. Least Engaging Platform from ITC Hotels

ITC Hotels rank third for their Social Media Presence by MindShift Metrics Scorecard ©

https://twitter.com/#!/ITCHotels

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Taj Hotels - MindShift Scorecard©

Rank - 4

Score – 39.5/100

Hotel -

Brand

Social

Reach

Taj

Hotels

4

15

11.5

5

NA

4

NA

NA

NA

Facebook Insights – Lagging behind considerably with only 31290 fans and an Engagement Ratio

of 1.8%

Content Mix – Taj has integrated their Services at the Hotel with Social Media. Innovations and

Offerings at Hotels are highlighted via Social Media

Ex: Association with Jaipur Literary Festival, Party for Authors, Lunch/ Buffet Deals, etc..

Campaign Strategy – Campaigns like Mélange “Vote for Art” and “Marathon For A Cause” have

been integrated with Social Media

The Twitter presence of Taj Hotels is as @TajMahalMumbai with 2444 followers.

Twitter Strategy – Regional Twitter Accounts are maintained to address and respond in an

effective manner. Customized Twitter Contests and Quick Response Management are key elements

on Twitter

Youtube - With 10 uploads with over 89,000 Views, the content surely interests the customer

Though the brand needs to share more videos with Testimonials, Ads and Hotel Offerings to

increase its subscriber base and extend its Social Media Offerings

With a score of 39.5, Taj Hotels rank fourth in the Social Media Presence - MindShift Metrics

Scorecard ©

http://www.facebook.com/TajHotels

https://twitter.com/#!/TajMahalMumbai

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Pride Hotels - MindShift Scorecard©

Rank - 5

Score – 36.5/100

Hotel -

Brand

Social

Reach

Pride

Hotels

5

15.5

9

4

2

1

NA

NA

NA

Facebook Insights – The Pride Hotels has a Facebook presence with over 23339 fans and an

Engagement Ratio of 1%. This is the lowest within the tracked presences.

Content Mix - Travel tips, brand updates, festival and food updates with little to engage upon.

Campaign updates – Informing fans about latest deals/ offerings is the current strategy. BIG

CAMPAIGNS are missing on Social Media

Twitter presence with 386 followers is Low.

Twitter Strategy – One/Two updates daily with Responses on Check Ins and queries. Low

Twitter Presence as compared to other hotels

YouTube presence requires attention as well, with 5643 views, 1 subscriber and 12 uploads.

Pride Hotels rank 5th in the Social Media Presence ranking via MindShift Metrics Scorecard©

http://www.facebook.com/ThePrideHotels

https://twitter.com/#!/ThePrideHotels

http://www.youtube.com/user/ThePrideHotelsLtd

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Social Media Content Analysis

A content mix below showcases the kind of content that makes it to each social media platform.

Type of Updates

Brands adopting these Content Strategies

Platforms leveraged by Brands

Campaign updates

Destination Information & Facts

Interactive questions

Addressing Consumer Queries/complaints

Food Related updates

Festival Updates

Travel Tips

Travel Quotes

Brand Promotion(Redirecting to website)

Brand updates, photos & Videos

Sharing Member’s Experiences

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The above showcases a similar pattern of content being used widely across the Hotel Industry. Contextual content remains the core concentration amongst all. Platform-wise, Youtube seems to be the platform that has not been vitalized to the fullest across the industry.

Platform Analysis

The below statistics help us understand the presence of the Top 3 Brands in the Hotel Industry, over

key Social Networks. The charts also highlight the number of conversations for each brand on Social

Media, reinforcing the upcoming MindShift Audit and Analysis.

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Top Three Destinations for Hotels

Consumer Perception – Reviews

Taj Hotels were

preferred by most who

visited Mumbai,

followed by ITC Hotels,

whereas Club

Mahindra had its own

unique destinations.

Taj Hotels was the most

positively talked about Hotel

among the Top 5, whereas

The Pride Hotel had the most

number of Negative Reviews

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Social Media Findings – MindShift

Metrics

Club Mahindra is making a keen effort to scale across Social Media when

compared to the others.

Most people talk about Hotels with respect to:

1. Service 2. Infrastructure 3. Location 4. Food

Least Conversations on Social Media, from Brands & Consumers

Taj Hotel is the most visited/reviewed

Still Exploring! The Indian Hotel

Industry is still exploring Social Media.

However, 2012 will see most Hotels get

onto the bandwagon and capitalize on the

medium.

Forums are the preferred platform for online conversations

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Trend Forecasting

We look at trends on the basis of how social media is evolving as well as global trends that are

worthy of adopting towards a sustained social media outreach.

1. Active Engagement: Create instances for consumers to speak with you and ensure you

sustain them, at all times.

2. Online Reputation Management has become the need of the hour and as the world shifts

towards the digital space, ORM or Online Customer Service representatives will become a

need higher than the one’s available offline. From booking a hotel room to enquiring about

discounts available, digital will be the space for reputation and response management.

3. Informative rather than Promotional: Move away from hard-selling your hotel or the

restaurants in it. Talk about events, tend to queries and exchange information with prospect

consumers.

4. Aligned KPIs: Every platform delivers a specific purpose and every hotel makes use of each

of these social media tools as per their needs. We all expect an ROI out of social media, and

hence it is important to align KPIs such as engagement ratio, trends created, etc.

5. Location Based Intersection: Location-based services such as Foursquare and Facebook

Places have brought a new level of how people demonstrate that they want to be associated

with where they are, and that they are interested in communicating with people in the same

place. Internationally, Specials on Foursquare urge a user to check-in and describe his

experience in exchange for a discount or freebie. Brands are gradually adopting the same

technique in India and Hotels must capitalize on this space too in order to increase their

outreach and loyalists.

6. Social Business: Beyond Social Media Marketing, business units within the Hotel industry are

taking onto social media to leverage their customer care, recruitment drives, corporate

communication and even their CSR activities.

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Documents

MindShift Interactive - Social Media Report - Hotels in India