Session 1b Wilson - The Consumers' Perspective
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Social Media Conference, Glasgow for Business Week, 8/11/11 http://www.energise2-0.com
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Session 1b Wilson - The Consumers' Perspective
- 1. The Consumers’ Perspective Professor Alan Wilson
- 5. Customer to Customer: Factors Affecting Choice of Hotel % agreeing or strongly agreeing (base = 518 respondents) Hotel’s website 76% A friend’s positive comment on a social networking site 70% Reviews and ratings on online consumer travel forums (e.g. tripadviser, epinions etc) 54% Reviews or recommendations on other travel or hotel related blogs 52% Hotel brand 48% A Stranger’s positive comment on a social networking site 36% Guest Feedback published on the hotel’s own website 35%
- 6. Company to Customer: Rush for Brand Presence on Social Media Platforms KLM responding to customer issues on Twitter Sheraton inviting guests to post a review
- 9. But what about all these fans: Starbucks has 25 Million of them?