When the slogan, "There's an app for that" debuted in 2008, its intent was to suggest mobile devices were capable of catering to our every need. Apps, short for applications, are various software programs that users can download to their smart phone or tablets and appear on their device's home page (very similarly to that of a desktop computer). In recent years, the slogan has become far more literal. With apps that simulate bubble wrap, ensure weight loss by vibrating the pounds away, and more, the slogan has transformed to "There's an app for THAT?!"
The influx of apps lead many, including those in the hospitality industry, to contemplate the need for a personalized app for their individual properties. At this point, I'd like to enlist the phrase my mother and many others have used throughout the centuries to discourage hopeful, yet misguided souls: "If so-and-so jumped off a bridge, would you do it?" The same applies to apps - not all industries should take the leap. In most instances, individual hotels simply do not and should not need to create a mobile app.
Basic Breakdown: Hotel Seekers are Searching, Not Downloading
According to Business Insider, mobile usage is expected to surpass desktops by 2014. Capturing those mobile users that are looking for a, "hotel in your City, State" doesn't necessarily translate into a need for your own app. It is more accurate to say that it is an indication as to how best to tailor your overall mobile strategy.
Oftentimes, the desire for mobile apps stems from a misunderstanding of the difference between the apps and a mobile-friendly site. A mobile-friendly site is an extension of your current webpage that is not only accessible via a mobile phone's browser, but it is easy to navigate and a good experience for the end user. A mobile app, on the other hand, stands alone and must be downloaded and accessed as its own entity. Once downloaded, it will appear as an icon on a mobile phone desktop. Let's take a look at some helpful statistics that give us insight on how the general public uses their smart phones and how that applies to you as a hotel marketer:
73% of Smartphone users said they used the mobile web to shop rather than an app (Source: Yahoo)
The term a traveler would use in a search engine is far different than what one would use in the app store. Apps are tools used to find information, much like a search engine - finding an app is a different conquest in itself. For example, a traveler wouldn't go to the app store and search for "Hotel near Wrigley Field". Instead, they would search for general hotel finders like Expedia or TripAdvisor, or brand specific hotel finders like Hilton or Marriott apps. In the process, they will likely bypass your hotel's individual app. Optimizing a website that all mobile users, Android, iPhone or otherwise can find, rather than an app they may or may not find, let alone invest the data to download, is a better investment of time and resources.
68% of users only use five or fewer apps at least once a week (Source: USA Today | Money)
Just because there is an app for that doesn't mean we need it. The novelty of a new app wears off quickly when its daily value dissipates. There is a small niche of professions that require regular hotel usage, so when the time comes for the leisure traveler to book again, they may forget they even have the app or deleted it from lack of use or memory space.
The Truth: You Already HAVE an App
Many major hotel brands, like Hilton or Marriott, have their own mobile app for guests. Your investment is better spent capturing the business that you normally wouldn't get rather than people who are loyal to your brand. The brand app provides an enhanced user-experience to easily select dates and book guest rooms, and therefore already has your brand loyal guests hooked. It's the users that are searching for more general key phrases, such as "Hotels in your City, State" that you want to target.
Oftentimes, if someone is running this search on their mobile rather than their desktop, they are a business traveler or someone on the go looking to book that night. If the person isn’t a loyal brand follower (or said brand isn’t in that particular market) and they run that search on mobile phone, it’s incredibly important that the hotel has a website visible and easy for a shopper to connect with, book immediately, and locate the hotel to physically check-in. Individual apps do not have the reach needed for these sorts of last-minute bookers, but a mobile-friendly website will provide more opportunities.
Brand apps aside, hotels also have one other travel titan in their corner: TripAdvisor. Second in "travel apps" only to Google Maps, TripAdvisor reigns in all the rogue searchers and allows them to find hotels and reviews. So, even if a potential guest is not a brand loyalist but prefers apps over a browser search, they are still more likely to use the TripAdvisor app than commit to a mobile app assigned solely to one hotel.
APPly Your Marketing Strategy into Mobile-Friendly: Your Next Steps
While apps can be helpful tools in the booking process, they don't translate into getting heads in beds the way that a mobile-friendly hotel website will. There are many aspects to making your site as mobile-friendly as you can. Here is a list of things you can do to make sure your page is optimized for mobile users and gives your potential guests the best experience on your page.
Responsive sites and mobile friendly sites benefit travelers, and as a result, benefit your hotel. Responsive sites, or sites that recognize tablets and mobiles and reconfigure to those screen layouts, give you the flexibility to update your site as frequently as you'd like. Hotels can include upcoming specials, renovation updates, and any other relevant information at the drop of a hat on their individual mobile site.
Make sure that the ability to book from your mobile site is as simple as possible. The first thing listed on your page should be all of your contact info and/or the ability to check availability right away. The potential guest may have been researching with other apps like TripAdvisor and may be ready to book by the time they arrive at your site. Remeber: most people looking to book with their mobile phones are most likely already in our city and are looking for a quick solution. Give them that solution with your mobile-friendly, easy to use website.
When potential guests use search engines to find your hotel, you want to ensure that the correct information is displayed for your local listing. Make sure that the address and phone number are correct so that there are no errors in navigation or in an attempt to call the hotel to book. Make sure that the lisitng points back to your mobile-friendly page as well.
The influence of mobile phones is growing and shows no signs of slowing down. Make sure you can capture those potential guests by creating a great mobile experience on your website, rather than spending considerably more on a standalone mobile app.
Posted in Hotel Online Marketing on May 27, 2013 by Kim Armour
As a hotelier, you do not need to go undercover at your competitors’ properties to discover their online marketing secrets. With the online investigation skills I'm about to share with you, you will be able to uncover your competitor’s online marketing and selling strategies without resorting to cloak and dagger tactics. It’s not only incredibly important to continually monitor your hotel’s online performance and marketing strategies, but it’s just as crucial that you keep a watchful eye on your competitors. Learn to keenly observe the competition so that your hotel is ahead of the game and constantly seeking out additional opportunities to maintain a competitive edge over other hotels in your market.
9 Professional Investigation Skills to Master
Let’s start easy. Instead of manually searching for all the information about your competitors, have that information automatically sent to you directly. Watching your competitors is as easy as checking your inbox.
#1 Set up Google Alerts.
#2 Sign up for eNewsletters from your competitors.
Now that we are intercepting the competition’s messages, let’s cross the border and visit their web pages to investigate further.
#3 Regularly review hotels’ brand or independent websites.
#4 Run a mobile search for the competition.
#5 Get social with your comp set.
#6 Monitor rankings on TripAdvisor.
Pull your cap down and push your collar up as we dive into a closer look at the competitor’s online performance; and we begin at Google.
#7 Run regular searches on Google.
#8 Use Bing Link Explorer to take a good look at the competition’s link profiles.
#9 Visit physical comp set hotel properties.
Congratulations on completing your online marketing spy course!
Now, put your online investigating skills to action and start enhancing your internet marketing strategies to go above and beyond your competitors.
Posted in Content on May 19, 2013 by Andrea Mann
What is user-generated content?
What do Wikipedia, YouTube, and Tripadvisor all have in common? They are all websites that rely heavily on user-generated content. I use the term "content" loosely, as it can vary from credible facts and creative media to opinion-based reviews and personal stories... you get the picture.
User-generated content can be advantageous for gathering information about a hotel's amenities and services or learning about a travel experience from a previous guest's point-of-view, but it can also be controversial because this information is provided by the public and is often uncensored. Does that mean that user-generated content is not credible? No, that is not what it means. It means that a reader or viewer should consider the source when determining whether or not to trust the recommendation or story. For instance, you may trust the Wall Street Journal with world news more than your friend. However, if you're seeking hotel recommendations in New York, you may be more likely to take your friend's opinion over that of Frommer's, even though that travel guide tends to be a very trusted source. Your inclination to trust a source will likely depend on the type of information you are seeking. Also, keep in mind that most UGC is regulated or edited to some extent to ensure that the content meets the site's standards, even massive sites like Wikipedia. Jimmy Wales, Founder of Wikipedia, has created and successfully implemented a voluntary governing force of editors for the user-generated content site to combat those "party of jerks" that every so often intervene with the "party of thoughtful."
A penny for your thoughts?
…not so much in the world of user-generated content. No one is actually paying for the content; rather people voluntarily share it as a means of collaboration. There might be an explicit, tangible incentive, such as producing content for the chance to win a prize, but more often than not, people are actually providing their content for the greater good. Yes, those people still exist.
What motivates people to voluntarily provide this content for free? The internet is an open platform for people to share their personal thoughts and experiences with the public, and many people simply want their voice to be heard. In a world where ever-expanding social networks are the norm, people enjoy cultivating a sense of community online; connecting with others over a mutual interest (staying at the same hotel), sharing their wisdom to show themselves as the "expert", or receiving some sort of acknowledged "status" based on level of involvement, like Tripadvisor badges for active reviewers.
How can hoteliers benefit from user-generated content?
Hoteliers can reap huge benefits from integrating user-generated content into their social media strategy! We are all well aware that people these days are more connected to their social networks than ever before, especially with the ease of use and accessibility provided by mobile phones. Think about guests that pass through the lobby each and every day. How often are they jabbing away on their smartphones, swiping through their Twitter feeds and "muploading" (mobile-uploading) pictures to Facebook? According to an IDC Research Report, Facebook is the third most popular activity on iPhones and Android phones behind email and web browsing.
So, whether or not you ask your guests to share their photos on Facebook and Twitter, I guarantee that they are already doing it. When describing the 5 Stages of Travel, Google states that at least 53% of leisure travelers say they share pictures of their vacations online, so it's up to the hotel marketing team to strategically integrate, encourage, and help guide these positive guest experiences into their own social media marketing campaigns.
Guests are among the most powerful social influencers because people tend to trust and pay more attention to their own peers' advice and recommendations than they would to an advertisement, commercial, or even a credible tour book. Imagine a guest shares a stunning photo of the scenic surroundings at their hotel, tagging the hotel's Facebook page in the picture and adding a heartfelt comment such as, "WOW! The Team @MatakauriLodge took such wonderful care of us!" That is free PR! Plus, it's coming directly from the mouth of a previous guest rather than the hotel's own advertising campaign, which adds an element of credibility. The guest was not paid to stroke the hotel's ego, so the positive review came from an unbiased source.
For the most part, you will find that your guests are more than happy to share their experience on Facebook or Twitter, usually enhanced with visual documentation, for the pure satisfaction of "bragging rights" (and to evoke envy on all of his or her Facebook friends stuck in rainy Chicago).
Ultimately, the hotel marketing team can create a dynamic strategy that encourages guests to share their own experiences, which will then become a promotional goldmine. Use these five helpful tips to make the most of user-generated content in your social media strategy.
1. Increase on-property visibility
Firstly, make sure that your social channels are all visible on property. Do you have your Facebook URL and Twitter handle on business cards, keycard packets, welcoming letters, lobby reader boards, or any other marketing collateral? Showing your guests that you are social savvy will remind them to engage with you online, whether it's tagging your hotel in a photo, checking in on foursquare, or tweeting about the smooth sailing you experienced at check-in.
2. Enhance on-property engagement
You can take your social visibility a step further by creating an interactive on-property element that directly asks guests to engage, usually with an incentive to do so. For example, you can mark an X next to your pool and ask guests to upload photos of them standing in that spot to the hotel's Facebook page to receive a free cocktail. Or you can create a scavenger hunt to pass out at the front desk, asking guests to tweet photos from various spots within your hotel. Exercise your creativity and ensure that your guests have fun with it! Make sure you choose your hotel's best assets to show off so that your guests' photos ultimately influence their Facebook friends to book!
3. Monitoring social media mentions
Along those same lines, make sure that you are actively monitoring all social mentions of your hotel and any other keywords that might be relevant. It might be helpful to use a social media monitoring tool (such as Revinate or Sprout Social), which will funnel in mentions across all social platforms. You will see several photos being posted on Twitter or Instagram that mention your hotel but the user might not have correctly tagged your hotel; therefore you wouldn't have been notified of this mention without proactively searching or monitoring. Retweet these photos on Twitter or take a screenshot and upload them to your own Facebook page with a catchy one-liner that sums up the photo. These photos are on the Internet for anyone to see or use (otherwise these people would have their privacy settings higher), but if you want to ensure you are giving credit where credit is due, you can always mention the user's Twitter handle or provide the Instagram URL.
If you're still a bit wary about using user-generated photos without an official consent, you can take a much more direct approach. If you have established a good fan base already, simply post a message to all of your Facebook fans or Twitter followers asking them to submit #FanPhotos to a specific email address or tweet them using a designated hashtag that you are actively monitoring. The photos will be collected and shared on the hotel's Facebook page. A lot of people will be excited to share their own memories, but if you want to add an incentive you can offer to highlight a select few each week in a Facebook cover photo collage.
5. Host an interactive contest
If you have the budget, one of the best opportunities to create user-generated content is to host a contest on social media where guests submit photos, videos, memories, or goals to the marketing team and the randomly selected winner receives a free 2 night stay at the hotel. Of course, this comes with stipulations! The winner must serve as your "brand ambassador" in exchange for the free trip, providing live Facebook and Twitter updates throughout their stay on behalf of the hotel, which the hotel marketing team can then share and retweet. You might learn a thing or two from Fast Company's recap of the amazing Tourism Queensland contest, which went viral for receiving such an overwhelmingly positive response. Of course, their contest was a bit of an exaggerated example and we don't expect most hotels to have such accommodating budgets... but you get the picture.
Hotel guests are already actively sharing their travel experiences online with their social networks, so hotels need to amplify their own marketing strategies by taking advantage of an effective, user-generated content strategy that highlights positive guest feedback and experiences!
Posted in Pay-Per-Click on May 14, 2013 by Marissa Ryan
As a hotelier, it's difficult to know where to place your digital marketing budget for the best ROI. There are plenty of options, but none have the instant results quite like pay-per-click advertising (PPC). Maybe you have heard that your hotel brand particpates in pay-per-click advertising, but you may not be certain of what PPC advertising means for your specific hotel. Here's a crash course on PPC advertising for hotels, why it is different than organic SEO efforts, and why your property should be investing in this channel.
Pretend for a moment that you are grocery shopping. You walk up and down the aisles, trying to find the perfect product for your dinner/meal/snack/weird late-night food cravings, "searching" through all the products, picking up packages and reading their descriptions, until you find the one that you feel is best for you. Purchase made.
Let's identify the steps here:
Now let's say the Kellogg's brand paid for better placement of their Special K cereal in order to make their product stand out from their competitors. Maybe instead of the cereal appearing on the bottom shelf, Kellogg's pays to have their Special K cereal placed at eye-level in the high-traffic half of the cereal aisle. This would represent a paid search effort. Paid search efforts are a way to ensure that you are more visible than your competitors to shoppers.
What is PPC?
As this photo shows, the sponsored placements (green) will always be visible on the results page, while the organic placements (blue) and the local placements (red) depend on ranking factors. This is where SEO comes in.
Why Do Advertisers Need PPC?
Why Do Hotels Need PPC?
Nearly every business can benefit from PPC Advertising, whether in building brand awareness, selling a specific product, or even getting folks into a brick-and-mortar location. Every business should be utilizing this channel in their online marketing strategy, and hotels specifically can greatly benefit from PPC in a number of ways:
What's The Catch?
While few and far between, there are some 'cons' of PPC advertising. With all the dynamic ads and automatic bidding that Google and Bing offer, it’s fairly easy to pick your keywords, set your budgets, and launch your PPC campaign. Here’s the part that’s not so easy: optimizing. Optimizing PPC campaigns, strategies, and budgets is literally a full-time job (thank goodness!). Optimizing and testing is not critical to running PPC ads, but it is absolutely critical to the success of these efforts. The most rewarding (and fun, if you’re as big of online marketing nerds as we are at Blue Magnet) aspect of PPC advertising is its ability to always be one-upping itself.
For Example: run ads A and B at the same time. If ad B gets more clicks/conversions/whatever-your-goal-metric-is than ad A, stop running A, and now try to beat B.
Finding the sweet spot for your bids and ad rank takes a lot of knowledge, skills, and many, many tests.
Catch #2: Without proper access to the HTML code that makes up your site, Conversion Tracking is pretty much impossible. Hotels that have standalone sites in addition to their brand site can track the shopper’s journey from PPC ad to hotel site to reservation page. Without a standalone site, you can only track the shopper coming to the hotel's site. Without this valuable data, it can be difficult to see the exact ROI of your PPC efforts.
With thant in mind, you may be thinking: “So, if I don’t have an independent site, I shouldn’t do PPC advertising?” Wrong.
A traveler would not be searching for "hotels in ______" unless they were looking to book a hotel in the area they have designated. By simply showing up to the Search Engine Results Page party for your keywords, your specific property will be capturing valuable, relevant traffic that might have gone elsewhere. Miss out on this party/opportunity, and your competitors (or OTAs) may capture what you didn't. It’s not ideal from a tracking (and optimizing!) perspective, but it is still valuable traffic that you have taken away from your competitors.
In short, PPC is a valuable, extremely customizable marketing channel that allows hoteliers to compete with OTAs and their local competitors, even those under the same brand. You can run ads on any budget, on any schedule, and as often as you like.
PPC is a beautiful thing.
Posted in Social Media on May 01, 2013 by Stephanie Hilger
Recently, Pinterest gave business-orientated users the long awaited insights they’ve been looking for by rolling out “Pinterest Web Analytics.” The Pinterest facelift (which is still slowly revealing itself to users – Mark Zuckerberg style) was generated with users in mind and to differentiate businesses from individuals. Pinterest first introduced business accounts at the end of last year, along with tools to help expand their pinning presence outside of Pinterest (i.e. the “Pin It” button). The most notable changes in the “new look” are the larger pins and the greater accessibility to older pins. Pinterest already generates a large amount of traffic (see “Fast Facts” below), there is substantial room for growth, and the referral ratio is any advertiser’s dream.
Fast Facts: According to Pinterest Insider, as of April 2013, Pinterest has a total of 48.7 million users. In addition, Pinterest hit an independent site milestone, reaching 10 million unique monthly visitors in record time.
Pinterest Web Analytics to the Rescue
It’s clear that companies have long felt the need to be on this particular social media network, but never knew precisely why it was beneficial. Many questions remained unanswered: How do we measure the performance? How does this help my business? What’s the ROI? While there are already some third party sites and tools available to help facilitate insight, the recent launch of Pinterest’s reporting tool was highly anticipated (and is free for users). Google Analytics can provide insight in regards to referral traffic from the channel, but couldn’t offer any details as to how people were interacting on the social channel itself. Pinterest Web Analytics yields a better understanding on how the users, aka pinners, are interacting with the pins that originated on your website. Not only will you have a clearer understanding of the amount of traffic being driven to to your site, you will know what pins on Pinterest are driving the most traffic. This new tool is an eye opener to companies, helping them to comprehend the type of content that is generating the most interaction and showing how many times a photo was clicked.
Not Just Numbers
Your results aren’t displayed in spreadsheets or tables; Pinterest, of course, ensured that their data was as visually fascinating as your “Places I’d Love to Travel to Board,” by providing engaging graphics pertaining to your content. If you are more interested in the numbers themselves and less in the flashy graphs, Pinterest’s new tool gives you the option to export the data into a CSV file.
The Freeway to Pinterest Web Analytics: Verification Lane
In order to take advantage of the renovations, you must (a) have Pinterest’s “new look,” and (b) a verified business account. In order to be considered a business on Pinterest, you must verify your website. Once your site has been verified, you’ll notice a white check mark in a red circle on your account (next to your URL). After you’ve verified your account, you can find the analytics tool in the menu on the top right of your account, or by visiting pinterest.com/source/yourwebsite.com. If you’d like users to be able to pin items directly from your site, be sure to add the “Pin It” button to applicable areas onto your website itself. Before diving head first into analytics, it’s a good idea to make sure your profile is optimized as well.
One Small Step For Pinterest, One Giant Leap for Marketers Everywhere
Analytics is a big step for Pinterest and adds additional value to your presence on the network. Still questioning why this matters to you? Instead of just pinning for the sake of pinning and appearing “active,” you can now pin according to what your target market interacts with the most. Get inside the heads of pinners who are likely to stay at your hotel! Which of your pins was repinned the most? Which pins are being clicked on? Was it the picture of the wedding you hosted last weekend? The beach located next to your hotel? That picture of the beautifully decorated tuna appetizer? Plan your Pinterest strategy appropriately. Web analytics allows you to choose timeframes you want to see too. If pictures of the sunny hotel pool are re-pinned more in the winter when people are day-dreaming of warmer weather, then you can tailor your content during that time accordingly. If you have the opportunity to tailor the content of your boards to what pinners love most – you should take the opportunity and run with it!
“But I don’t have a business account…”
No problem. Here's how to set up your Pinterest business account today:
Now that Pinterest has given us the tools to answer many of our questions users, we can’t help but ask ourselves, “What’s next?” Will Pinterest come up with ways for the site to create more revenue-generated opportunities? Paid advertisements? Sponsored pins? Stay tuned!
Posted in Link Building on April 25, 2013 by Kelsey Nupnau
Let me ask you something: As a hotel, why would you want links from irrelevant sites pointing to your website?
Exactly. You wouldn't!
Your goal should be to have reputable websites containing relevant, quality, informative content link to your hotel. Consider learning the basics of link building and also reading about strategies on building high-quality links to your website. Google and other search engines use these links as an indication of trust, or an "approval" of your website. As part of the Penguin Update, Google made it a priority to fight web spam, or low-quality links. Google has actually stated:
"Your site's ranking in Google search results is partly based on analysis of those sites that link to you. The quantity, quality, and relevance of links influences your ranking. The sites that link to you can provide context about the subject matter of your site, and can indicate its quality and popularity."
For instance, you would want links from the following types of sites because it makes sense to have various travel agency and local business sites--both relevant in terms of category and location--linking to your hotel:
For example, say you have a page linking to your hotel from a local university. On that page, the university suggests nearby hotels for families visiting students. Having this link is going to be a much better indicator of quality than a link on a link directory site displaying thousands of links (with yours lost in the mix) and which provides no value to anyone visiting the link directory (if there even is anyone). If search engines notice that the list of sites linking to you is mostly spammy and low-quality, they are less likely to take your website seriously, and will likely penalize you too!
So how do I get rid of these nasty low-quality links to my site?
To start with, you need to figure out who the heck is linking to you. One of the greatest tools out there is SEOmoz's Open Site Explorer. The free version will give you an idea of some of the links pointing to your hotel; however, having the paid version of Open Site Explorer allows you to download an excel file that contains all the information necessary for researching links pointing to your site. It even helps you categorize and track your links easily.
Now that you have your list of links, it's time to filter through them and figure out which ones are low-quality so that you can proceed in getting them removed. Below is a comprehensive list of the actions you should take in order to find and remove low-quality links to your website:
1. Categorize Your Links
Categorizing your links will give you a clear snapshot of your link profile. Some of the category types I use include OTA, CVB, Travel Site/Guide, News, Malicious Site and Link Directory. When determining if a link is a malicious site, your browser will usually indicate that if you proceed further with viewing the website, it can contain malicious content. It is recommended to disavow these types of links.
Any links classified as "link directory" are the ones you will want to go after and request removal. Remember, links from link directories are extremely low-quality and offer no value. They often sit on a page and are surrounded by numerous, unrelated links and zero useful or informational content.
How will you know if the site is a link directory? Look for the following:
2. Create a Link Removal Status Sheet
In order to stay on top of your link removal activities, you're going to need a document to keep track of all of the contacts, follow-up initiatives and other efforts that are part of your campaign. Below is an example of a link removal status sheet:
NOTE: It is important to first do what you can to request link removal directly from the site itself before using Google’s Disavow tool, which is a tool used to say "Hey Google, this is a bad link pointing to my website and I don't want it to count negatively towards the value of my site." It is crucial to understand that using this tool should be your absolute last resort.
3. Reach Out to Webmasters
One by one, you will need to go to each link directory site, look for a contact form or contact information, and kindly request that the webmaster remove the link to your hotel from the site. Can't find a contact form? Try finding the technical contact through Whois. Simply enter the domain name of the link directory site, and it will give you a list of contacts to whom you will want to send your removal requests.
4. Follow-Up: 3 Strikes, You're Out.
Once you have reached out, through all means possible, to webmasters and any other contacts that you were able to discover, AND have sent 2-3 rounds of follow-up emails, AND have attempted to call the webmasters, only THEN you can consider using Google’s Disavow tool.
5. Putting in a Disavowal Request
It's important to note that when you put in a disavowal request, you are suggesting to Google that they ignore these links. It does not necessarily mean that they will choose to disavow them. Again, using the disavow tool should be your absolute last resort and should be carried out by a professional. Instructions for putting in a disavow request are available for Google and Bing. Be sure that you are submitting one request, versus numerous requests over time. This article from Search Engine Journal shows how serious the disavow tool is and gives good reasons on what can go wrong if you do not submit your request correctly.
In the End, It All Comes Down to Quality
Unless a high percentage of your link profile is made up of links from low-quality, spammy link directories, your number one focus should be seeking out and acquiring fresh, new, high-quality links. Links that will benefit your website the most will come from those websites that offer valuable information and are most relevant to your hotel.
Posted in Social Media on April 05, 2013 by Tim Dale
Recently, Mark Zuckerberg and his crew released their third pillar to the ever-changing Facebook platform with Graph Search. Joining the Newsfeed and Timeline, Graph Search was born into a lot of hype, questions, and concerns about its impact on online searches, marketing, and privacy.
Good people of the Hotel Industry, let me guide you through what this means for your business.
Graph Search Overview
First, let’s get acquainted with Graph Search. If there is one thing the Zucklehead wants you to know, it’s that Graph Search is not a search engine. However, Graph search does represent Facebook’s larger efforts to move from just communication sharing to information sharing. With Graph Search, searching for a term will generate relevant results from friends, places, and pages that already exist. For example: you can search something like “friends who like British Airways” or “people that like Florida and live in Chicago” and people that fit that query will appear. The thing that truly makes Graph Search interesting and important to marketers is that the searches being conducted on Facebook are chock-full of intent. The searches are basically polling their friends for suggestions on what to buy, watch, do, etc. This presents huge opportunities to advertisers that can now target audiences at incredible new levels. For example: Joe’s Bed and Breakfast could now advertise to current customers’ friends who are in the market to go on a vacation.
Why It’s Important to Hotels
If I didn’t hook you there, listen up because it gets better. Why should you care? Because Facebook cares. Facebook views travel as inherently social, and they plan on playing a larger role in years to come. They have already taken their first step by hiring the first Head of Travel, Lee McCabe.
Now, we’ve all seen The Social Network so we know Zuckerberg is a smart guy. He’s proving it here again by going after the travel industry with the Graph Search. Where the Graph Search fails with some industries, it fits perfectly with hotels. Google search is probably better suited for inquires about things like doctors or dentists, but hotels are a different beast all together. Graph Search works because people love to share pictures from vacations and talk about their stays. Therefore, finding a hotel based on your friends’ preferences comes naturally.
Here’s where Facebook gets a little creepy. Marketers can also use Graph Search to learn the likes and dislikes of their audience as well as their competitor’s audience. You can search what books they like, what kind of music they enjoy, where they have traveled recently, etc. Once that data is collected, you can base a whole social media strategy off it. Another thing Graph Search enables hotels to do is the see the “check-in’s” and photos tagged at the hotel. These used to be invisible to us as marketers, but by the mighty hand of Zuck, we can now see what kind of information is being shared about our hotel.
Finally, searching has become social. With Graph Search, a higher potential reach can be achieved through user searches. If you are still doubtful that people will actually use Facebook to plan their vacation, I’ve got news for you. It’s already the third most popular use for the Graph Search behind searching for friends and photos. So why is the Graph Search important to hotels? Because people are using it to find hotels. Facebook is right, travel is social, and travelers trust their friends’ opinions. The Graph Search can show them “likes” where search engines like Google can only show them links.
Now that we have established Graph Search as a legitimate contributor to online hotel marketing, you may be asking yourself what your hotel should do. The main thing that you need to do is to make sure your page is categorized as “hotels.” It seems simple because it is, but without the correct category, your business won’t be showing up in searches for hotels.
Besides that, things haven’t changed too much in the Facebook game. You still need to optimize your page with cover photos, regular posts, and interaction, and you still need to create an active and engaged audience. Though, the Graph Search does give extra motivation to boost your page’s “likes.” To Facebook, the number of “likes” a page has is an indication of the business’s credibility. Think of it as the wisdom of the masses. Similar to a yelp listing with many positive reviews, pages with more “likes” will be given preference in the search results.
Wrap It Up
In conclusion, no, Facebook will not replace Google. Graph Search is Facebook’s long-term project aimed at bringing a social experience to online searches. Things aren’t very different yet, but that will change. Graph Search has given us a glimpse into the future and a new understanding of what direction the industry is heading. It seems inevitable that the social search will stick around, and just as many methods of online searching before it, it will evolve and take on more importance. As the online travel sector grows increasingly competitive, the more you know and prepare now to optimize your Graph Search visibility, the more successful you will be in the future.
Posted in SEO on February 11, 2013 by Matt Bitzer
It's been so long since we last contributed to the ever-expanding knowledge base that is the web that you probably assumed Blue Magnet had been the victim of a very localized 2012 Mayan apocalypse. Not so, my fellow digital denizens. Fortunately, 2013 has jump-started us into another great year. So much so, in fact, that we've had to put the blog on hold while we manage the growth of our company--a welcome change, indeed, but I'm sorry to say it has come at the expense of our own blog contributions. In other words, we're preachin' but not practicin'.
Nevertheless, we're back and ready to dive right in with a topic almost as legendary and mysterious as the Maya themselves: SEO. Specifically, I'd like to explore the core areas compose a given business's search engine optimization efforts.
Those outside of the search industry typically associate SEO with keywords...and only keywords. Their understanding of SEO is somewhere along the lines of optimization circa 1997, where simply stuffing your content with keywords alone may have bought you top rankings in Altavista or Hotbot. But in our brave new online world, keywords alone do not an effective SEO campaign make. The way I see it, there are 3 keys to setting your website up for SEO success: building great site usability, creating relevant content and establishing your site as a trusted authority.
The Search Engine Raison d'Être
In order to understand the core components of SEO, you have to first understand the purpose of a search engine. Like any major business, the end goal of the major search engines is to make money through a sustainable business model. As you've probably figured by now, the model of choice for the search engines is advertising. Just like the newspaper biz, search engines thrive on advertising revenue. And the way you sell more advertising is by having a large, targeted audience viewing your product. Google has just that. The more users Google gets to adopt its products (like Google Search, YouTube, Google+, Google Maps and all their other products), the more consumer eyes are on Google.com--the perfect place to present targeted Google Adwords PPC campaigns.
How Do Search Engines Build An Audience?
This isn't the Field of Dreams, so building it does not necessarily mean they will come. Search engines create an audience by providing a valuable service to consumers: delivering relevant websites based on a search query. If search engines provided crappy results users would simply turn to other channels to find information on the web (see: social media). That's why it's in the search engines' best interest to provide customers with the most relevant information from the most trusted authorities on that subject. Search Engine Optimization is really just about making sure your website is providing the search engines (and ultimately the searching public) with the most relevant and trusted website content.
We Have The Same Goals!
This is great news! Our goal of providing relevant, trusted information to our visitors is the same goal that the search engines have. In the end it's all about helping the customer find the information they need. When Google sees businesses providing this information on their websites, it rewards them by ranking them higher in the search results. It's so elegant in its simplicity, and best of all, everybody wins! And it makes sense. Why would Google or Bing promote a site that uses spammy keyword techniques, has little relevant information to your search and is part of a sketchy link network? Promoting a site like that is a good way to drive users to other search engines--one which would hopefully offer better results.
The 3 Pillars of SEO
Once you understand the search engine's goals, it becomes clear that SEO is more than just keyword and link building; instead, it's about improving the usabilty of your site, the relevance of its textual content to the searcher, and the level of authority your site has within its industry. Ultimately, both you and the search engines want to create a better user experience (which means more conversions). And, although there are MANY, MANY ever-changing factors that determine how search engines like Google and Bing rank your website for given keywords, for the most part those individual criteria all tend to fit nicely into these 3 high level categories:
I'll break it down even more so you can get a better understanding of what I mean for each category. In addition, we'll explore a few good examples of the SEO work done for each.
Site Architecture (for Usability)
Site architecture, as the name suggests, is the foundation of your SEO--it's about creating a user-friendly website. Any good SEO professional will tell you that before you even dive into writing optimized content or building links, you need to ensure that your actual website is built in a user-friendly way. After all, what good is it sending thousands of visitors to your site if the site's webpages offer such poor usability that those same visitors leave your site in frustration? Overall, site architecture is about designing and coding your website in a way that benefits your visitors. The easier it is for your customers to find, access and navigate your site, the better you'll rank in the search engines.
Site architecture is one of the more technical aspects of SEO and includes things like:
This list is just the tip of the iceberg when it comes to optimizing your website's architecture, but it's crucial to understand that not all optimization is in plain view. Some of the magic takes place behind the curtain. And while it's not nearly as visible or glamorous or understood by all clients, it's imperative to the success of your SEO campaign nonetheless.
Content Optimization (for Relevance)
This is what most people think of when they think SEO. Whereas site architecture focuses on the usability of your site, content optimization deals with the relevance of your site to the searcher. How relevant is your page content to the keyword query of your visitor?
While keyword optimization can be an important part of site architecture (ie, for naming files and organization), much of your keyword research will take shape in the content optimization section of SEO. It's the meat of the campaign and comprises the (mostly) visible content on the page. Making your site more relevant to searchers through Content Optimization can be done in the following ways:
Relationship Building (for Trust)
It's great if your site is user friendly and the on-page content is optimized to the gills, but if those were the only factors that determined search rankings, there would be a tremendous amount of unscrupulous nogoodniks that could easily game the system. This is because the site owner has complete control over the site architecture and the content on the site. However, the one thing that the site owner doesn't control is the public's trust in their site.
The search engines needed a way to establish trust online. Which sites should be considered an authority in their industry? And how do search engines assign a value on authority? Enter link building and social media. Google and Bing decided that the best way to determine the trustworthiness of your site is by evaluating it based on the company you keep. Which sites link to yours? Who shares your links on social media? These social cues are indicators to the search engines that your content is a trusted source of information. It's also why search engine optimization can take so long to impact your site. Trust isn't something you earn overnight; you become an authority through consistent leadership over time within a given field.
With that in mind, here are some ways that the search engines establish trust:
Making The Web A Better Place To Search
The good news is that you and the search engines are both working towards the same goal! So build your site with usability, relevance and trust in mind and watch your site climb the search rankings. These lists are by no means exhaustive, but they should give you an idea of why SEO is such a time-intensive undertaking any why the search engines promote sites that benefit their users. By improving your site content and how your users find information on your web pages, not only will you see an increase in traffic to your site, but you'll also see an increase in those visitors converting to paying customers!
Posted in Online Marketing on December 05, 2012 by Matt Bitzer
We've recently heard many stories of hotels that feel stuck with their current emarketing provider. Sometimes hoteliers are immobilized by ironclad contracts that give all website rights to the emarketing vendor. Other times a hotel is locked in a perpetual relationship with an emarketing provider due to proprietary technologies and accounts. Of course, these types of lock-ins are never a problem when the customer is happy, but when things go south that's when the swords come out and the legal dogs are let loose.
Nobody likes to be locked in a partnership, particularly with a business that has let them down. Maybe the product you purchased didn't live up to the marketing hype. It could be that the customer service just stinks. Or perhaps the quality of the service provided is the pits.
Regardless the reason, you're disappointed. You paid the big bucks and you've got nothing to show for it but frustration. In the best case scenario, you complain directly to the company via social media or navigate the dreaded automated phone maze in order to reach a live human being, only to get platitudes about "quality" and that company's commitment to "service." Most of the time though, you make a mental note of the offending brand and vow never to support their evil empire of shoddiness again! Unfortunately, in some instances you're met with a dead end: you've purchased a product or service that locks you into some sort of agreement that you are unable to break without some sort of severe psychological or financial cost.
How To Trap A Client
Here are just a few examples that we've seen of hotel clients who have been locked into unhealthy relationships with other vendors. The hotel names have been removed to protect the innocent.
It's clear why these companies choose to do businesses this way. They assume that trapping customers with contracts, proprietary formats and locked data is a way to ensure continued revenue streams. Let's face it, new business acquisition is challenging and comes at a significant cost to any business (time and money). It's tempting to lock someone into your services. But forcing customers to stay with your company against their will is a shortsighted solution. Once that barrier is removed, that customer is going to bolt, spewing obscenities about your company in their wake. Putting up false obstacles is never good for customer satisfaction either. Blue Magnet was founded on the idea that customers would want to stay with our agency because we've become a valuable part of their team, not because they've been trapped by a proprietary product or slick contract that grants us rights to all their website content.
How To Protect Yourself
There are a lot of sketchy characters out there, and not all of them conspicuously don the Snidely Whiplash mustache with matching "bad-guy" cape. In fact, many vendors appear to be acting in your best interest, and for the most part they are. You just have to make sure you read the fine print on the agreement. The best defense against getting trapped with an unscrupulous emarketing vendor is the same in any industry: do your homework! In addition, these simple tips will help keep you free from the shackles of an unhealthy business relationship.
Most client/vendor problems can be avoided by simply understanding what you're buying into as the client. Admittedly, emarketing can be a confusing industry; there are a lot of technologies, intellectual property rights and participating parties involved in website development and marketing the site online. Keeping it all straight can be exhausting. Just be sure to use these tips as a guideline so you can understand what your hotel will walk away with after the relationship has ended. Contracts in themselves aren't inherently evil, and in many cases should serve to protect both parties; However, as identified above, when put into the wrong hands they can certainly be used for nefarious purposes. The more you understand before signing the contract, the less pain you'll experience when you and your vendor decide to part ways. Fortunately, most reputable emarketing vendors won't need to rely on underhanded contracts to secure their business model. Vendors that rely on the strength of their performance and the quality of their support will never need to rely on fine print agreements to lock in their clients. Quite the contrary--those clients will never want to leave!
Posted in Social Media on November 01, 2012 by Brittany Aller
LinkedIn is often overlooked as a great online sales and networking opportunity for hoteliers. In a recent blog post, I outlined how to begin using LinkedIn as a sales tool. Now that you are aware of several lead generation techniques afforded by this social network, it’s essential to build engagement and enforce your new strategy. But how? For your convenience, I have created a checklist in the form of an infographic that will help hotel professionals effectively utilize LinkedIn and engaging target audiences. Make sure to save this on your desktop, email it to your sales staff or post it on the cork board in your office. Some of these overarching tactics will also be of value to your hotel’s other social media strategies. Now get out a pen, start checking...and selling!
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