Inspiring Destination Marketing – A Recap of #DTTTGlobal

Last week I had the pleasure of attending a Global Tourism Marketing Event held in Brussels – DTTT Global – Disrupting The Future Destination.

 

The 6th anniversary of the travel marketing event brought together travel marketers from Europe, Asia and North America to share in best practices for marketing destinations.  

Reminiscent of Online Revealed, the Canadian Conference I co-produced for 10 years, #DTTTGlobal has brought together education, community and inspiration to the global travel community.  The flagship event, along with the other programs that The Digital Tourism Think Tank  produce, provides a platform for Destination Marketers to be inspired, test innovation – and to share in best practices in marketing travel online.

Leveraging the stories, the people and the energy from last week’s event in Brussels, I will be drafting some summaries of takeaways in the coming few weeks. Until then, my recap of my week in Brussels.

 

As we head into 2017 in just a few weeks, it is time to reflect on strategies and tactics that drive new visitation, more engagement, and more conversions – and to prepare to pivot again as the digital ecosystem will once again shift before budgets and plans can adjust.

 

Top 10 Highlights of my Adventure in Brussels with #DTTTGlobal

 

1. Working alongside the  #DTTT team and watching them work tirelessly to prepare an event that would deliver inspiration and drive innovation.  

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2. Meeting and sharing stories with travel marketing professionals from around the Globe, and seeing just how small a world this is.

 

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3. Seeing that the challenges we face in marketing travel are Global, and knowing that there is a growing global network of professionals ready to share, help and inspire.

 

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4. Le GrandPlace is awe inspiring.  I cried walking into it at night for the first time.

 

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5. It’s all about people.  Nick, Ramona, Ilaria, Rob, Jeffrey, Emma, Roberta (virtually) and all of the amazing people the Think Digital Travel team brought together.  I look forward to our continued adventures and thank you for inviting me along for the ride.

 

dtttglobalteam

 

6. Content is King is still a thing.

 

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7. We destination marketers know how to pull the heart strings with video.

 

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8. BeautifulDestinations. Enough said.

DTTTGlobal conference

 

9. Love of Beer and Food is universal among travel marketers.

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10. We have come along way in marketing destinations – and we are about to embark on much more as digital and social continue to challenge and inspire us!

 

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I’m already planning my journey to Copenhagen for #ContentCampus in March!

The Next Gen Influencers for Travel

With 76 percent of travellers posting vacation photos to social networks, and 50 percent of people confirming that travel content on their social feeds influenced their travel plans, it’s clear that social media has had an impact on the travel path to purchase.

If we know this to be true, then the obvious conclusion is that travel marketers must not look just to Bloggers and YouTuber’s with followers in the thousands to help build reach and engagement with “influencer marketing campaigns”, but also look to the army of influencers who don’t all have followers in the thousands, but are already sharing their brand stories today.

Search for destination specific Hashtags on Instagram and see for yourself.  144, 579 tagged and posted images in Instagram for #Cannonbeach – a popular tourist destination near Portland Oregon.

CannonBeach_Instagram

A search in Instagram for #Cannonbeach presents 144,579 results

 

Travel as a category has the most potential to leverage specific content being tagged with Hashtags, and shared across social media channels – with or without the official prompting from a DMO or tourism operator.

In preparing for a discussion I will lead at the upcoming DigMe16 Summit in Philadelphia, on “The State of Influencer Marketing,” I reached out to some of my travel industry colleagues to discuss how influencer marketing has evolved, and what makes a campaign a success for them.  I have learned that even since 2015, “influencer marketing” has shifted to become more expensive, and harder to track return on investment – even with a big win in engaging with a well known Instagrammer or Blogger.

Engaging a high profile Instagrammer, who will also contribute a travel blog, some extra video and Snapchat content to a highly targeted audience is certainly providing valuable content and lift for destination marketers, but this type of influencer is becoming more difficult to get to, and more expensive to secure, even over the same time last year.

 

Influencer marketing can be extremely effective, but the compensation expectations of influencers means travel marketers are going to have to get more creative if they want results.

 

What I can conclude is that it is becoming harder for brands with small to medium sized budgets to achieve impactful campaign reach through traditional influencer marketing programs that worked in the past.  It is also a slippery slope when engaging “transactionally” with influencers as social media is a medium that demands transparency and authenticity, both to consumers – and to advertisers.

The state of Florida recently announced that they would be reviewing marketing spending because of unclear ROI, and a lack of transparency in engaging high profile personalities to visit or endorse the state. (Source: Skift)

So what does next generation influencer marketing look like?

Few travel brands are leveraging the power of social stories that are being created day in and day out by brand ambassadors that already on mass follow, engage and share content on Instagram, Twitter, Facebook, YouTube and many other social channels.

 

Perhaps the user-generated content shared by existing and future brand influencers, those who may not have millions of followers, but who’s content tells a good story, is relevant and trusted, and is generally shared with positive sentiment is the silver bullet in Next Gen influencer marketing? 

 

Consider that in mass, these stories become part of a larger story that a brand can tell leveraging their army of influencers – instead of focussing on one or two heavy hitters.  When content is good – it is re-shared no matter how large the original follower base is.  Here lies the next generation of influencers. Your social media army.

The opportunity that travel marketers should be looking at next is how to showcase powerful stories shared by brand champions, how to reward and engage creatively with every day Instagrammers and Snapchatter’s – and how encourage more sharing of content using Hashtags that are already organically being used.

Travel marketers that will win with the next generation of Influencers are already planning strategies to creatively engage and reward their social media army’s – in addition to securing quick wins with super star social personalities of the moment.

The key to success in digital marketing = Happiness

I posted a version of this article originally on my Blog in 2011.  I am excited to share that the LinkedIn Pulse Publishing platform is certainly worth the investment of time and commitment to good content.  I am thrilled and humbled by the feedback I have received from this article both on LinkedIn and Twitter.  I look forward to ongoing contributions.  The response is inspiring!

 

LinkedInPulse_AliciaWhalen_SocialSellingWorks

 

 

This is a fast paced digital world we live in and we as marketers are always looking for new ways to get customers to buy.

Why is this relevant now in the age of an exploding digital media landscape where consumers are living online and across multiple devices like never before?

 

Perhaps we need bring marketing and advertising back to basics and take a queue from our favourite MadMen Ad exec. Don Draper says: 

“ Advertising is based on one thing:  Happiness. “

 

Bring digital marketing back to the basics.  There is content coming at us fast and furious – whether in search engines, on social networks and news portals.  We are witnessing a digital media convergence where more and more media is available online across multiple platforms, and to add to that we are accessing digital content across multiple devices. How do we really make consumers happy now?  Is it still as simple as delivering on a promise and providing a product or service that makes your customers Happy?

I think so!  Now, how do we engage with consumers who are changing their online user behavior as quickly as Facebook changes its profile layouts?  We are marketers are constantly second-guessing where we are allocating our marketing dollars, seemingly because of the following fears:

 

FEAR of missing the next big thing.

RESOURCES – both financial and human.

CONFUSION about what tactics to focus on as the online world shifts again – and again – and again.

 

My advice? Bring it Back to Basics:

  1. Know Your Customer (this will make them Happy)
  • Check your website analytics for top referral traffic and keywords used to find your website, then continue to build on the content that is attracting and engaging your customers to ultimately buy from you.
  • Use a social media monitoring tools like Hootsuite or Sprout Social or free tools like Google Alerts, Facebook insights, Twitter analytics or others to “listen” to your customers and understand how to make them Happy.
  • Allocate time and resources to understand changes in how your target audiences are researching and transacting online.  Read and educate yourself about digital marketing tactics that work to make customers happy.  I know a few things that work.  Price transparency and the delivery of a brand promise.  Pretty back to basics right?
  • Most importantly, if you’re taking the time to ‘listen’ to your customer’s online– be sure you act on that information. Simply monitoring the conversation without adjusting your strategy, or communicating with your brand ambassadors will not help you understand how your consumer wants to receive your messages now and in the future.
  1. Keep Your Eye on the Prize. Understand Your Objectives
  • What are your objectives in your digital marketing campaigns?  Are you looking to increase sales? To build a new audience? Launch a new brand? Increase brand engagement?  It will make both you and your customer happy if your advertising is delivering the right message, at the right time, to the right consumer.  Win win win = Happy!
  • With all of the new tactics available to marketers today, it is more important than ever to set specific and measurable objectives for campaigns. This makes me nostalgic for the Mad Men days really.  This whole marketing thing has become a little bit mind numbing.
  1. Stick With What Works.
  • If you have already developed an active Twitter following and you’re seeing ROI (in sales and or website traffic etc) keep going!
  • Continue to build on what works to make your customers happy. Build a team of Tweeters to help in building and engaging your audience further or in providing CRM – think about what would take a successful campaign to the next level.
  • If Google AdWords campaigns worked well last year to drive targeted traffic during need times, or to sell specific packages or products – build on it and do it again with a new twist, or put some dollars towards other search channels such as the Yahoo/ BING network that might provide a smaller reach but more conversions.  Don’t be afraid to test new channels.  Consumers are spending a great deal of time online, therefore advertising budgets need to adjust.
  1. Search is still king.  Your customers are Happy when they find what they are looking for.
  • Focus on making sure you have a strong web presence across all online channels that help to guide your consumers to transact.
  • Ensure you have taken care of the basics like search engine optimization, good creative and content, Google Places optimization, a good mobile version of your website etc. and then you can focus on other channels to build your traffic.
  1. Integrate. Integrate. Integrate.
  • Make sure you integrate your campaigns online and offline.
  • Your brand’s digital footprint should have a consistent tone, creative brand message, and should always drive your target consumers to transact. This is key and is sure to make them Happy.  Ensure that all your brand web assets are navigating customers to act.
  1. Test + Measure and then Adjust.  This makes stakeholders Happy.
  • Measure performance in analytics and benchmark against past campaigns to continue to improve advertising efficiency. Make sure you have defined KPI’s in place such as increases in unique website visitors, increases in time on site and of course –  sales.
  • Did you launch a new Blog that has increased traffic to the website by 20%? How do you grow it from here or how do you encourage more transactions on the website as a result of the Blog traffic? Test, measure and adjust.
  • Have your efforts on LinkedIn increased leads to your sales department?
  • What can you do to ensure you grow these successful marketing channels?
  • Do the tactics outlined in your Marketing Plan work to build on what you have already started?

Keep it simple – stick to the digital marketing tactics that will help you achieve your objectives and don’t worry about all the noise.

It can get overwhelming to look at all that is available to us today. If you execute marketing programs efficiently, with the proper focus on measurement of ROI, which is very do-able in the age of digital media, you may have the confidence and extra resources to be able to adjust and try new things.  This will make you a Happy marketer!

To take a lesson from Mad Man, Don Draper – Budget + target demographic + medium = time for a scotch.  

Just make them Happy!

 

ABOUT:

Alicia Whalen is a digital + social media marketing strategist, author and speaker specializing in the travel and tourism industry. Alicia has spent over a decade driving successful digital marketing campaigns and educating tourism professionals about how to embrace digital and social media. She is the co-founder of www.acoupleofchicks.com and the digital marketing conference for tourism www.onlinerevealed.com  An avid tweeter and lover of travel, technology and the Ah-Ha moments.  Connect with Alicia on TwitterLinkedIn or at www.ideahatching.com 

 

A Canadian online travel marketing conference turns 8 and goes back to its travel roots

Patricia and I launched the first Online Revealed Canada travel marketing conference over 7 years ago, with an idea to educate Canadian Tourism professionals about how to market travel online.  At the time, we were all new to concepts such as Search Engine Optimization, writing content for the web, website usability, website analytics, and why we even needed to know about all of this as tourism marketers.

Looking back, we are amazed at both how the conference has grown, and how the tourism industry has changed to keep ahead of such a fast evolving new media world.

The first conference held in Ottawa in 2006 (in association with the Canadian Tourism Commission) drew more than 180 attendees, and had a focus on educating travel marketing professionals about ecommerce, and how the web was evolving as a key marketing and distribution channel for hotels, attractions and in destination marketing.  The inaugural event opened with a keynote presentation from eMarketer founder Geoff Ramsey, who once again made a guest appearance at our 5th anniversary event in Montreal.

Coming off of the success in Ottawa, we moved Online Revealed in May of 2007 to Toronto to reach further into the market. Over 200 attendees spent two-days learning about concepts from Search Engine Optimization (SEO), Content Syndication, Web 2.0, Revenue Management and more, with 15 workshop rotations and numerous keynote speeches and panels, with annual networking receptions, including the Travelzoo party becoming a must attend event, and the now annual Google eTourism awards.

2008 brought us to Calgary, Alberta where we hosted over 230 of Canada’s leading tourism professionals including Destination Marketing Organizations, Hotel Brands, Tourism Associations, Search Engines, Technology Companies and Tourism Marketing experts.  Yahoo! Canada was the premier sponsor, and the two-day event brought 16 workshops, 3 panel discussions and 3 keynote presentations addressing the critical issues influencing tourism in Canada.

2009 saw Online Revealed hosted in Niagara Falls with over 300 attendees, and high profile internet marketing experts from Google and TripAdvisor elevating the conference to new heights, as well as a keynote by well-known TV personality Arlene Dickinson of the Dragon’s Den.

In 2010, we celebrated the 5th anniversary in Montreal with over 250 industry Professionals attending, and Online Revealed 2011 in Toronto (the first year that the conference was co-located with the Canadian Hotel Association Conference).  The conference exceeded expectations with over 500 attendees, and incredible content including a keynote by the mastermind behind Google Maps; Michael T. Jones, Chief Technology Advocate, Google.

ORC 2012 Speakers2012 was the conference’s 7th anniversary, with record attendance and once again, held in Toronto, and co-located with the Hotel Association Conference.  2012 saw the launch of the Destination Marketing Online Benchmarking report with 16 participating Canadian DMO’s.  The report will continue to evolve moving forward to build a research-based approach to benchmarking online marketing successes against Canadian Destination marketing organizations, and against international tourism destinations such as New Zealand and the USA.

Conference content has expanded with innovative topics including; mobile marketing, social media marketing, and keynotes from both Nikki Germany, head of Industry Travel, Google Canada as well as Steve Irvine, Director of Facebook Canada.

The inaugural conference in 2006 produced by “a couple of chicks who knew what they were doing online, and thought they could show the rest of the industry,” has since evolved to become the go-to event for the travel and tourism industry in Canada to learn, connect and be informed about the ever evolving world of digital marketing.

Our focus from the start was to provide hands-on education, and actionable tactics for marketing tourism online, and a community of shared resources and support.

8th Annual Online Revealed Canada conference logoPatricia and I are excited to be back on the road, and back to our “travel roots” for the 8th annual Online Revealed Conference, which will be held this April 2-4th, 2013 in Windsor, Ontario at Caesars Hotel and Casino, with an anticipated attendance of 450, who will once again come together to connect, learn and share with industry experts and peers – successes, opportunities and strategies in marketing tourism and travel online.

In just 7 years, Online Revealed Canada and A Couple of Chicks™ eMarketing have produced 7 Conferences and 6 road shows educating over 1,600 industry professionals by providing over 100 workshops and presentations.

We would like to thank Tony Pollard, and the Hotel Association of Canada Conference, for co-locating our events during the past two years in Toronto.   We would also like to thank all of our past attendees, sponsors, partners, clients, colleagues and friends who have participated in shaping what this event is today.

Moving into our 8th year, we are busy preparing for our best event yet!  As we look forward to the next Online Revealed chapters, I wonder where the next seven years will bring us?  Mark your calendars for April 2-4th for Online Revealed 2013 and we will see you in Windsor!

Join the Online Revealed Community:  Online Revealed on Facebook

Online Revealed on Twitter                         Online Revealed Blog


QR codes and Mobile Apps: What can they do for Destination Marketing?

First I must define yet another acronym and piece of digital technology that has been sprung upon us as of late to “help” us as marketers connect with our customers.  Help it will – if properly adopted as a technology to achieve conversion – and not simply a cool thing to add to a travel guide just because we should

By definition according to Wikipedia, a QR code or “Quick Response” Code is a specific matrix barcode (or two-dimensional code), readable by dedicated QR barcode readers and camera phones. Simple enough right?

A QR bar code looks like this:

acoupleofchicks.com QR Code

 

Users scan the code into a smartphone (QR code readers are either built in or are a free app download) and they are taken to a web based landing page or mobile app.

As a marketer, the worst thing you can do is to simply send a QR code link directly to a website – and even worse, a website that is not mobile friendly.

(ok so the QR code example above when scanned goes directly to the acoupleofchicks.com website…we did that on purpose to show you what NOT to do…and we had a contest page that was out of date but you get the point).

QR codes will certainly revolutionize what we can do as marketers to reach customers – but must be used at the point of consumption, or close to the end of the travel buying cycle.

Why? By asking a prospective customer to scan a code that you have placed in a print Ad, on a window storefront, or on a brochure – you are asking them to engage with your brand – and you had better have something unique to say or offer.

A customer now has so many choices about how to consume content and marketing messages that it’s critical for travel marketers to give them something valuable, especially if you want to continue the dialogue (and don’t we all!). Smart phones and other mobile devices have made it so that consumers expect instant results all of the time whether they are looking for a nearby restaurant or a particular product or service.

So how do travel destinations use this to their advantage?

The Destination Marketing organization has always been the “official” point of reference for travellers. DMO’s and VCB’s small and large are funded and organized very differently, but all are in place to achieve the following primary objectives:

A. Encourage visitation to their Destination
B. Ensure stakeholders receive the benefits of Tourism
C. To act as the official voice or guide to the destination for consumers

Marketing efforts such as digital display and pay per click advertising, social media marketing, traditional print and television etc. all ensure that the destination is visible to its target audiences when consumers are in the travel dreaming and planning stages.

Beyond the visitor centres and visitor guides that are usually associated with a destination VCB or DMO, how do these organizations provide value to stakeholders and consumers beyond drawing consumers to the destination?

Enter Mobile.

Destination marketers can now use innovative mobile marketing vehicles such as mobile Apps and QR codes to continue the engagement with consumers while they are in market and experiencing travel. As well, mobile plays an important role in the post travel time where consumers are likely to share their experiences via review sites and social media. If a destination can effectively engage a visitor while they are in market, and act as the guide throughout their experience and post experience – they are taking the role of the DMO to a new level.

Mobile devices such as the smart phone and tablets have given us the opportunity to do just that. The travel buying funnel starts with online research, word of mouth (via online review sites, social media and face to face accounts), and continues with conversations both online and offline. That buying funnel for a destination should also extend throughout the travel experience to ensure that stakeholders are being seen while visitors are in market, that consumers are feeling guided – and that they are willing to talk about their experiences – and to visit again.

How can destination marketers use mobile devices, Apps and QR codes to achieve this?

1. At the very least, a destination marketing organization needs to have a mobile version of the website:
Travellers are now relying on smartphones and tablets and do not typically browse websites from mobile devices.

2. Provide a Destination App that gives value to the consumer:
Users will only download an App that provides value. Offer mapping functionality or unique travel experiences with walking routes to your destination app. Give them a reason to use your App while they are visiting and encourage consumers to share experiences while they are in the destination.

3. Use QR codes to offer consumers value and to drive visitors to stakeholder products and services:
A QR code marketing campaign must be specifically designed to assist visitors when they are in market.  The QR code could send consumers to a page offering them special offers from restaurants and stores – with codes visibly displayed for scanning from their mobile devices in travel guides, websites and on storefronts – used to assist visitors while they are experiencing the destination will ensure consumers actually engage with the brand. This will also encourage consumption of stakeholder products and services. A campaign such as this will also allow the DMO to continue to act as the official “guide” to the destination while consumers are in market.

So what can a DMO do to ensure that I as an avid traveler am engaged throughout the buying cycle?

A destination can provide me with a useful mobile app (love this one from Tourism Australia) to download before I visit; one that may help me with directions and other tips to making my experience easy and more fun.  (I am guessing that the app cannot ensure that I will be on time for my flight – but you never know…)

A DMO might also want to promote on their website, and on their social media sites that they have a useful App available so that I can download it in advance and can plan how I will use in while I am travelling.

While I am in the destination, a DMO could invite me to scan a QR code (from a travel guide or on a storefront sign – or from Times Square for that matter!) using my blackberry – taking me to a page that shows me that I am steps away from half price lunch at a quaint sushi bar, and that there is a big sale at the shoe store located in the shopping district known only to locals!  Heaven…

I will then tweet that I love this place and upload a photo to Facebook of my new shoes!

Toronto, Ontario, Canada
alicia.whalen@gmail.com
905-401-2249

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