MindShift Interactive - Social Media Report - Hotels in India
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Part II : Hotel Industry Analysis
• MindShift Interactive • Social Media Report 2012 • Impact of Social Media on Hospitality & Tourism •
• www.mindshiftinteractive.com • +91-9820071517 •
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Hotel Industry Analysis
Hospitality & Tourism Industry:
Airline
Online Travel Agencies
Hotels
Travel Review Websites
• MindShift Interactive • Social Media Report 2012 • Impact of Social Media on Hospitality & Tourism •
• www.mindshiftinteractive.com • +91-9820071517 •
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Industry Snapshot
8% - Total Online Conversations
The 8 % conversations that were tracked through the hotels audited, most conversations were on:
a. Feedback associated with the services of the hotel, like food, customer service, ambience,
infrastructure of the hotel.
b. Queries related to Bookings & Reservations
c. Value for Money Comparison with other hotels
Facebook dominated the medium by usage of campaigns and content regarding the hotel. A need
for highlighting positive experiences and gratifying consumers, while also leveraging upon
restaurants in the hotel could be key to increase positive sentiments and conversations.
• MindShift Interactive • Social Media Report 2012 • Impact of Social Media on Hospitality & Tourism •
• www.mindshiftinteractive.com • +91-9820071517 •
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MindShift Report Findings – Hotels on Social
Media
Club Mahindra (51%) had the maximum
number of conversations, followed by
ITC
Facebook, News, Twitter & Forums
were the most used platforms for
Online Conversations
Consumer Perception – Sentiment Analysis
Club Mahindra - Most talked
about brand, ranks highest in
each sentiment
ITC hotels - Least negative
comments
Taj Hotels - 2nd in most
positive conversations
TG Profiling - Gender Analysis
Males dominated 76% of the conversations
whereas Females share 24% of the Online
Conversations. This showcases the decision
making power of Men Vs Women whilst
making reservations & their voice on social
media being much higher within this segment.
• MindShift Interactive • Social Media Report 2012 • Impact of Social Media on Hospitality & Tourism •
• www.mindshiftinteractive.com • +91-9820071517 •
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Top Brand Conversations
• MindShift Interactive • Social Media Report 2012 • Impact of Social Media on Hospitality & Tourism •
• www.mindshiftinteractive.com • +91-9820071517 •
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Social Media Content Analysis
A content mix below showcases the kind of content that makes it to each social media platform.
Platforms leveraged by Brands
Type of Updates Brands adopting these Content Strategies
Campaign updates
Destination
Information & Facts
Interactive questions
Addressing Consumer
Queries/complaints
Food Related updates
Festival Updates
Travel Tips
Travel Quotes
Brand
Promotion(Redirectin
g to website)
Brand updates,
photos & Videos
Sharing Member’s
Experiences
• MindShift Interactive • Social Media Report 2012 • Impact of Social Media on Hospitality & Tourism •
• www.mindshiftinteractive.com • +91-9820071517 •
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The above showcases a similar pattern of content being used widely across the Hotel Industry.
Contextual content remains the core concentration amongst all. Platform-wise, Youtube seems to be
the platform that has not been vitalized to the fullest across the industry.
Platform Analysis
The below statistics help us understand the presence of the Top 3 Brands in the Hotel Industry, over
key Social Networks. The charts also highlight the number of conversations for each brand on Social
Media, reinforcing the upcoming MindShift Audit and Analysis.
• MindShift Interactive • Social Media Report 2012 • Impact of Social Media on Hospitality & Tourism •
• www.mindshiftinteractive.com • +91-9820071517 •
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Top Three Destinations for Hotels
Taj Hotels were
preferred by most who
visited Mumbai,
followed by ITC Hotels,
whereas Club
Mahindra had its own
unique destinations.
Consumer Perception – Reviews
Taj Hotels was the most
positively talked about Hotel
among the Top 5, whereas
The Pride Hotel had the most
number of Negative Reviews
• MindShift Interactive • Social Media Report 2012 • Impact of Social Media on Hospitality & Tourism •
• www.mindshiftinteractive.com • +91-9820071517 •
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Social Media Findings – MindShift
Metrics
Least Conversations on Social Media, from Brands & Consumers
Club Mahindra is making a keen effort
to scale across Social Media when
compared to the others.
Still Exploring! The Indian Hotel
Industry is still exploring Social Media.
However, 2012 will see most Hotels get
onto the bandwagon and capitalize on the
medium.
Most people talk about Hotels with respect
to:
1. Service
2. Infrastructure
3. Location
4. Food
Taj Hotel
is the most visited/reviewed
Forums are the preferred platform for online conversations
• MindShift Interactive • Social Media Report 2012 • Impact of Social Media on Hospitality & Tourism •
• www.mindshiftinteractive.com • +91-9820071517 •
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Trend Forecasting
We look at trends on the basis of how social media is evolving as well as global trends that are
worthy of adopting towards a sustained social media outreach.
1. Active Engagement: Create instances for consumers to speak with you and ensure you
sustain them, at all times.
2. Online Reputation Management has become the need of the hour and as the world shifts
towards the digital space, ORM or Online Customer Service representatives will become a
need higher than the one’s available offline. From booking a hotel room to enquiring about
discounts available, digital will be the space for reputation and response management.
3. Informative rather than Promotional: Move away from hard-selling your hotel or the
restaurants in it. Talk about events, tend to queries and exchange information with prospect
consumers.
4. Aligned KPIs: Every platform delivers a specific purpose and every hotel makes use of each
of these social media tools as per their needs. We all expect an ROI out of social media, and
hence it is important to align KPIs such as engagement ratio, trends created, etc.
5. Location Based Intersection: Location-based services such as Foursquare and Facebook
Places have brought a new level of how people demonstrate that they want to be associated
with where they are, and that they are interested in communicating with people in the same
place. Internationally, Specials on Foursquare urge a user to check-in and describe his
experience in exchange for a discount or freebie. Brands are gradually adopting the same
technique in India and Hotels must capitalize on this space too in order to increase their
outreach and loyalists.
6. Social Business: Beyond Social Media Marketing, business units within the Hotel industry are
taking onto social media to leverage their customer care, recruitment drives, corporate
communication and even their CSR activities.
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• MindShift Interactive • Social Media Report 2012 • Impact of Social Media on Hospitality & Tourism •
• www.mindshiftinteractive.com • +91-9820071517 •