Pdf tpg2013 social connections (chicks&lemon final)

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4 th Annual LGBT Tourism Conference

description

Relationship marketing for the travel & tourism industry How to use social media to enhance your relationship with your audience, connect with your communities and extend the experience. Presentation to TGC Conference Presented by: Alicia Whalen (A Couple of Chicks) and Judi Samuels (Judi Samuels, Consulting) (Niagara-on-the-Lake, October 11, 2013)

Transcript of Pdf tpg2013 social connections (chicks&lemon final)

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             4th  Annual  LGBT                  Tourism  Conference

                 

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How not to miss connections Relationship Marketing in the Age of Social Media

Alicia Whalen [email protected]

@acoupleofchicks

Judi Samuels [email protected]

@chieflemonhead

a  chick  &  a  lemonhead  

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Judi Samuels, Consulting Judi Samuels has over 15 years of experience as a marketing communications expert, having spent the past 7 years focusing on connecting brands with their audiences through new and innovative channels in the digital and social space. Her experiences include: experiential, social & digital, communications and brand strategy, working with both B2B & B2C brands. She has developed brand activation strategies, content strategies and social marketing strategies for industries such as automotive, business services, energy, entertainment, government , not-for-profit, professional associations, tech/telco, and tourism. Judi has worked with major Canadian brands including Fairmont Hotels and Resorts, the Canadian Tourism Commission, the Canadian Federation of Independent Business, MuchMusic and McCarthy Tétrault. Judi holds an MBA specializing in Hospitality and Tourism from the University of Guelph.

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POPULATION: 5,046 (2010 US Census)

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Adventure Week culminates in a drag hike to Windows Arch in Arches National Park, where organizers promise that "the loop trail is brief, mostly paved, perfect for heels and with several beautiful photo opportunities to get your Vogue on!"

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Key to Moab success §  Local community support §  Innovative product §  Groundswell through social outlets

MOST IMPORTANTLY: BEING TRUE TO MOAB

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Not personifying… Humanizing

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http://sqz.co/o5X9Gkj

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Community

“We’ve made more friends here in 9 months than we did in London in 2 years. People are just friendly here.”

Chris and Adam

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Traveling is not about things, it’s about discovering places that have meaning & meeting the people that shape those places

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It’s about community

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Community a group of people who live in the same area (such as a city, town, or

neighborhood)

a group of people who have the same interests, religion, race, etc.

Merriam Webster dictionary

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Interests. Beliefs. Passion.

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Communities

§  Connect people §  Connect people based on passions,

interests, common bonds

§  Connect strangers who share those passions, interests, common bonds

§  Share values and beliefs §  Protect and defend members of the

community

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It’s about micro community

Toronto Asian Hiking Club

Out on Bay Street

Oregon Women’s Sailing Association

Jewlicious Festivals

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Married history & heritage aficionados

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LGBT micro-community §  What connects them? §  How do they connect? §  Where do they connect?

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LGBT market CMI 2012 Highlights

§  Urban core destinations is more associated with gay men §  Outdoor adventure and family travel is more associated with

lesbians §  25% of LGBT travelers say they are influenced by social

media §  LGBT-friendly destinations are an important factor in

decision making

Community Marketing, Inc., San Francisco, CA (2012)

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BEFORE AFTER

Importance of the LGBT micro-community

LGBT   Everyone  else  LGBT   Everyone  

else  

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How not to miss the connection §  Humanize your brand, your destination §  Travel is about an emotional experience &

human connection

§  Emotion leads to passion & loyalty §  Passion = micro-community

§  Loyalty value

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Social is a tool §  Build trust & confidence §  Show commitment to the community §  Nurture relationships §  Expand reach

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Case Studies: What works

Using social media to enhance the relationship with the customer, connect with communities, and extend the experience

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Enhances relationships  

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Interconnection of brands who focus on the LGBT market, and integration of platforms §  Connecting to the

community  §  Extending the community §  Being relevant to the

community

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#MTLMOMENTS

Extends the experience  

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Commitment to the LGBT community

Integrating social platforms

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Nurturing the relationship Instagram

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Participating in the community Microsite

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Extending the experience YouTube

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http://sqz.co/t5C9Bzi

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Do it well If you are going to “do” Social Media

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“Doing” Social Media Well

§  Have a plan §  Allocate resources §  Stay committed §  Be relevant §  Understand the market

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Doing Social Media Well

be relevant

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stay committed  

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understand the market Remember Chris and Adam?

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What did we learn?

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Lessons

§  Use social media to build trust and confidence

§  Be committed to the market §  Participate in the community §  Nurture the relationship

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Be sociable §  Social Media enhances the relationship with the customer, if

you do it well - and within the context of the channel. §  Challenges:

§  It’s (still) New §  Fast evolving §  Difficult to calculate ROI

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Don’t get trapped

Too many brands get stuck trading long-term loyalty for short term ROI.

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The last word(s) §  Know the micro-communities

§  Understand your audience’s context. Leverage the convergence between your brand & their context

§  Participate & nurture §  Create & deliver relevant content. Connect on an emotional level

& deliver on your promises

§  Extend & build loyalty §  And, care. Care deeply. Care genuinely. And make sure your

teams deliver the love

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thank you

#coolchick  #knowsher$hi*%  

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             4th  Annual  LGBT                  Tourism  Conference