Homework Session 5

This image express social media as a communication universe. 

How many ways, and through which platforms, can social media reach/influence a hotel's individual guest ? 

A hotel can express itself on several social platforms on the internet to influence these potential customers. The first platform are social networks such as Facebook, Instagram, Twitter. On these platforms, the hotel can communicate in several different ways: texts, videos, photos that can influence the customer and purpose to him to come in the hotel for an activity or to book a room.

The second platform that can influence a customer is TripAdvisor. This ranking and opinion platform allows consumers to judge their experiences within the hotel. Whether the opinion is positive or negative, the hotel must respond to its customers to create a link with them and influence future readers opinions to influence them to book within our institution.

Finally, the hotel's website will also be able to influence guests by the way it is presented, if there are visuals and informations that a customer might look for on a hotel website. Thanks to this platform, the customer can have a real glimpse of the hotel and create the desire at the consumer.

At which phase(s) in the customer decision journey is social media communication most influential ? 

Social networks will intervene in two phases in the decision of the consumer. First, when the customer will choose a hotel. By being present on social networks and sending relevant messages at this key moment, we can convince the consumer to choose us rather than another hotel. Because we will have an activity during the duration of his stay, or because we propose a promotional offer for the duration of the stay of the customer.

The second phase where social networks will serve is after the client's stay. The customer will be able to give his opinion on the hotel and convince (or not, if the stay was bad), other potential customers who are still in the selection phase of the establishment.

This is the two examples of when the social media are present In the decision journey of the customer. 

Choose a hotel of your choice, are their social media touchpoint optimized for mobile users ? 

Screenshots : 

Instagram : 

Facebook : 

The renaissance hotel Paris Vendome is present on all social networks: Facebook, Instagram, Twitter, Pinterest, TripAdvisor etc ... All these contents are created for mobile use but also for use on a classic website. They post different topics like their events, their staff or messages to their followers. The postents are quite common (several times a week on each network), and the messages are different on each network.

Facebook: activities

Instagram: Photos, Videos, Staff

Twitter: written messages

Pinterest: photos

Recommendations : 

The few recommendations I could make is that the hotel could be more visible to the general public. The name on the networks is very long, so not easy to find "renaissanceparisvendome". It would be necessary to find a shorter name to increase its visibility. Otherwise they are very active and present on each network with different content and adapted to each social network which is very good.