In January 2013, Tripadvisor, one of the largest travel websites in the world which has revolutionized the way people travel in the world. Since the arrival of Web 2.0, internet, especially social media and networking has become the part of life.
Web 2.0 is not only influencing the internet user who rely more and more on sites with user interaction and communities but also the marketing and promotion of leading companies who are integrating social media marketing into their integrated marketing communication program to reach out to existing as well as prospective clients.
|Travel Planning is Dominated by Online Resources such as reviews and blogs and comments on social networking sites such as Facebook and Twitter|
In the ‘TripBarometer by TripAdvisor’ is the latest such initiative to read into the mind of both supplier and consumers. The objective of the study was to bring out to fore the parameters influencing travel decision-making process with emphasis on presenting both side of the story – consumer (tourists/travelers) and suppliers (agency/hotels).
Review portals like Tripadvisor have major impact in travel decision-making. It’s not surprising that 93% of travel plans are influenced by travel review websites.
Travelers don’t just come to read review while planning their trip but actively come back after completion of their tour to review and add their personal experience. Those who do like a property or travel agent nowadays tend to recommend them to their friends, family and to online community at large.
Over half (51%) have written online reviews about the accommodation they stayed at and a third (34%) have written a review for a website. Around a fifth (17%), have written about their travel experience in a blog or forum.
Research also revealed that people prefer booking accommodation through online travel agencies (27%) instead of choosing accommodation provider’s website (23%).
Signaling a paradigm shift from past trends, study reveals that less than 9% of people booked their last trip through an offline travel agent.
Travel review websites fared as the most trusted (32%) and most useful (38%) source of information for travel planning and research.
Furthermore, free breakfast (84%), free in-room Wi-Fi (80%), free lobby Wi-Fi (66%) and free parking (66%) are some top factors in decision-making process of guests absence of which may influence the final decision of the guest.
|Online Reviews influence choice of Accommodation|
Majority of the samples surveyed said that travel reviews and opinion of tourists on travel website and online communities influence their travel plans and decision.
|Social Connect on the go keep travelers connected with the world and allow them to share photos, status and location in real time|
According to the findings, More than 51% people stay connected to the internet through their mobile. Of those connected 39 people out of 100 upload photos to social networks and update their social network status to keep their friends and family up to date.
They also use digital tools to make their trip easier such as finding activities and attractions (33%) and download apps specific to the destination (26%).
Online reviews are the third most important factor (44%). Online reviews of accommodation and hotel properties are also important drivers in booking generation with 3 out of 4 businesses surveyed claiming them to be an important factor which directly drives sales.
In future too, web based community website such as Tripadvisor, Indiamike, Facebook and Twitter and authority blogs could play a decisive role in decision making of consumers and reputation management of businesses.
Customer will increasingly become the focus of all marketing endeavor and reputation management.
Interaction and community building is the area where the businesses should be focusing. The idea is to be heard by those who are looking for the offering and who really care and hence more likely to share or tell other.
It is also necessary to focus one’s effort and reach out to those who are listening. For social media marketers, making inroads through nurturing relationship and turning interaction into conversation and community as well as a through influence instead of direct marketing is the need of the hour.
Contributed by Nikhil Chandra