Social networks offer an online platform that has proven to be valuable for
strengthening customer to business relationships. On these networks everyone
can share their thoughts and experiences including about their travels available
for other people to read. Just recently, Facebook reached 1 billion users while
twitter exceeded 100 million fans. Online social media as a customer tool has substantial
potential especially given that Facebook offers business ‘friendly’ oriented
services such as reviews and promotions.
It has been found that social media plays an important role when it
comes to travelling. According to a survey, nearly 35% of social media users
compare the price of flights and hotels using a mobile app, and about 15% of all
users having downloaded an app specifically for going on a trip. Furthermore,
over 80% of vacationers used their smart phone while away with around 70% of
travelers posting their photos while still on holiday. It was also found that
the most popular social network used by nearly half of all travelers was
Facebook and Foursquare proving popular for posting locations and restaurants
visited online. As a result, information shared on social media has become
valuable for business.
Online social media can be an invaluable tool for business if used effectively. However, some firms such as Global Journeys, a travel company do
not utilize social networks such as Twitter. One of the recommendations for Global Journeys is to link customers online to informative travel articles, sharing videos, photos and company newsletters on their Facebook page. Further recommended, is to connect with agents to improve customers’ service as well as to connect with customers via social networks.
This additional online interaction may increase customer loyalty and repeat business
to leading to a better bottom line for Global Journeys.
The firm, Tripping International, a travel company, successfully utilizes social networking sites such as Twitter and Facebook. Effectively utilizing social networks offers reputable travel companies an opportunity to connect with customers to share positive customer experiences or to improve product offering. Tripping, a social networking travel site has members from over 100 countries and many reputable partners and affiliations. This company offers local resources to travelers to local reputable businesses for services such as accommodation and restaurants. Furthermore the site also shares the photos of others’ experiences on Facebook. These services made available on social networks have proven to be popular with travelers online.
Facebook Comparison: Global Journeys & Tripping
|Style||A tour company in Australia||A travel company in America|
|Popular extent||Below 500 likes||Over 25,000 likes|
|Sharing photos||Less 50 pictures||Over 400 pictures|
In conclusion, firms can utilize the substantial potential of online social networks to improve customer relationships and product offering leading to an improved bottom line. As part of the online interaction customers may share their positive experiences and photos on social networks leading to positive promotion enhancing business reputation.
Group members strategies:
1.Tripping launches travel social networking site. (2011). Food and Beverage Close – Up, Retrieved
2.Harry, R. W. (2009, Oct 18). Travel through the social networking skies. Telegraph
– Herald. Retrieved from http://search.proquest.com/docview/368812189?accountid=13380
3. Tripping; ‘tripping,’ a new travel social networking site, changes the way people travel. (2011). Leisure & Travel Business, , 18. Retrieved fro http://search.proquest.com/docview/845412955?accountid=13380