SOCIAL MEDIA ROI

Social Media is Dead

Long Live Social Media ROI

Nesrine YOUSSEF & Leila LAMRHOUTI & Maliha SERIR

1. WHAT IS MEANT BY 'SOCIAL MEDIA IS NOT FREE'?

Time is money Staff involved (productivity) Staff job shift Influencer incentives Tech tools Budget Commission Hiring a company and experts E-reputation (risks, impact)

2. IN ADDITION TO ROOMS BOOKINGS, WHAT MEASUREMENTS WOULD BE EFFECTIVE FOR HOTELS?

Brand awareness (klout, getsatisfaction, review Pro, tanalyser, tripadvisor, response time)

Reputation SM sites views (level of engagement, quality of

comments) Transacting customers Social & Web data Interaction in platforms Brand loyalty ROI (marketing mix, revenue,transient shift,

rewards, channel shift) CRM Structure campaign

3. HOW SHOULD A HOTEL, WITH LIMITED RESOURCES, DECIDE WHAT SM EFFORTS TO MAKE?

Update regulaly Interact with users/influencers Innovate Include visual tools Sell & dream a dream/experience

4. WHAT ROLE DOES SM PLAY IN OFFERING CUSTOMER SERVICES? Sharing Promoting Assist- service Informing Converse services Convince Developping & Improving Educate customers Loyalty Brand awareness Seduce via interests