Social Media

                                

Individual guests in hotels can be reached in many ways through social medias because almost everyone nowadays is connected on every kind of social media so they all have access to it.
Mostly they exchange through discussion platform so they can share their feedbacks and it can influence individuals. They are also influenced by social networks where hotels share a lot about news and photos, so then they could be more likely to stay in particular hotels. There are so many different social medias which have different purpose but through almost all of them hotels can reach future clients.

At which phase in the customer decision journey is social media communication most influential ?
Explain why ? Give 2 examples. 

Most of the customers encounter social media either at the beginning of the customer decision journey or at the middle but less at the end.
To my mind, nowadays more and more people are connected on social media, and Social Medias are playing an important role in their lives. As mentioned in the text people are spending on average 20 min on Facebook for example, which is a lot, so they may spend time on the page of a hotel for discovering it.
People are discovering hotels at the beginning of their customer decision journey because they may discover hotels through their page or even through the page of clients of the hotel who share their experience. So, they can then discovering in depth the hotel by seeing photos, information about the location and they can even book directly through social medias. Hotels are really popular on Facebook. Hotels can really take advantage of social media for growing their reputation and attracting more clients.
Social Medias are also present on the middle of the customer decision journey because people are always looking for more information and to get news about hotels, they even plan their holidays so they may see what they can do around the hotel.

The examples of social media which appeared at the beginning of the customer decision journey are for example clients may discover hotels through feedbacks from former clients of the hotel so they may be influence in their decision thanks to others' advice. They can even book directly through social media, so hotels are winning a lot of time and they can target directly their customers.
Moreover, customers may be influence through what hotels are publishing and the special offers they may do on social medias, people are always looking for the best deal and if they follow a hotel for example they could receive directly they offer thanks to a notification on their mobile phone so they could book directly this offer.

 


I decided to choose the hotel Le Ritz, actually their social media touchpoint are really well.
When we navigate through the Facebook page for example, the page of the hotel is really attractive and well-designed. We want to go further with the social media experience because each post is really interesting and they always invite to book directly through the social media or to be redirected on the official website. The open a shop and through the Facebook page we can buy their products, the social media is clearly well managed.
Right now, I do not see any recommandation I could do for improving the social media experience of clients because the Facebook page is almost perfect, we can find everything, there are articles, the products they are selling, their services and they do not even post too much or not enough it is the right pace.
Maybe they could find a kind of ambassador for representing their brand an attracting more customers who feel really close to influencers or bloggers.