Social media has impacted the domain of travel in an exciting way! Here we share some tips, tricks and analyses on Customer Engagement in the Travel domain. We see how travel companies are using social media not only as a new avenue to showcase existing marketing techniques but also find completely new ways of proving value to their customers. Connecting with a wide audience is of great importance to the travel industry and social media grants them a fantastic platform to do so. The challenge for travel companies now is to capitalize on that presence. The increased attention also comes with an increased demand in personalized attention by customers and it is important that brands don't treat social as a replacement for good customer experience.

1. for the travel sector

2. Domain/Challenges
• Travel to India dropped
25% in the first quarter of
2013
• International tourism
continues robust growth
• Customer engagement
contributes as a very
important source in
completion of tour
packages
• Providing packages with
best-tour at low-price
• Conserving long-term and
acquiring new customers
• Constantly offering new
and innovative holidays
• Differentiating your brand
from me-too players

3. How social media is used in Travel Industry
• Creating social media campaign to support launch of
new tour destinations
• Posting latest travel deals, packages and specials to
fans (Especially on Facebook)
• Sharing blog posts about unique experiences and
offering helpful advice
• Posting engaging videos (YouTube or Facebook)

4. How are they trying to reduce customer acquisition costs
• Create attractive and dynamic brand online
• Improve search engine rankings
• Offer deals and discounts to enable repeat
sales
• Optimized customer targeting

5. What can customer engagement do for your brand?
• Building brand awareness and recall
• Drive up online sales (Likes are not sales)
• Promote different products
• Reach out to wider audience with monitoring
• Deliver better customer experience
• Build long lasting customer relationship

6. Let’s look at an example
India’s largest travel
company listed on NASDAQ

7. Customer engagement via Twitter
Makemytrip provides instant
responses on Twitter to
customer queries and feedback.
In this case, it is a query not
even directed at them.

8. Showcasing new attraction places
Social media updates contain great
content which people subscribe to, like
and share with their friends.

9. Travel Blog - MakeMyTrip
Actively maintains a travel blog
which lists down popular
holiday destinations and
curated places.

10. Mobile Applications – Trip Advisor
Maintains a very popular mobile
application to make their service available
at the customers fingertips.

11. Engaging videos on Youtube - Makemytrip
Understands the importance of
videos and uses them effectively to
drive marketing and branding
campaigns.

12. Other examples
We talk about a mix of
Indian and foreign
companies and their
innovative strategies

13. KLM – Real time fares on Twitter
KLM has a very innovative value
added service on Twitter.
Mention their account with two
cities and a date. @KLMfares
account responds to you with the
cheapest fare and a direct link to
book the flight.

14. Customer Complaints on Twitter - goibibo
Goibibo handles customer
complaints as effectively as
they would on the phone

15. Customer Complaints – Expedia (No replies)
No responses to customer on
Facebook. Notice that this is a
public post hurts the company’s
brand image

16. Cleartrip Blog
Cleartrip also posts updates to
their product on their blog. A
way to keep their users
informed of new features

17. Introducing new places - Cleartrip
Cleartrip uses Facebook to
introduce new places in their
trips offering. Posting
captivating images attracts an
audience on social networks.

18. Package Tour – Cleartrip
Cleartrip uses Facebook to run
contests and provides
incentives to customers for
talking about them.

19. Hotel coupons in Expedia
A good way to track effectiveness
of social campaigns is using
coupon codes

20. What can you do?
Customer’s first choice for
when it comes to tours,
travel and holidays.

21. 4 Step Solution
• Real-time customer engagement with customers on
web channels
• Get feedback and improve packages upon analysing
customers’ past travel experiences online
• Excellent crisis management by training in different
situations
• Utilizing sentiment analysis to determine
prioritization of comments or posts for better
customer management

22. How can we help
Real time customer engagement. Automated!

23. Why muHive?
• Real-time customer engagement across all channels
• Flexible and robust to be used for all processes –
branding/marketing, sales, support, feedback
management

24. muHive Automation
Scale to hundreds of conversations. Build in minutes.

25. Teams, roles & moderation
capabilities
Powerful automation
To create enterprise grade
workflows
Real time analytics tailored to your
business goals.
Integration with 3rd party services
like basecamp, zendesk, salesforce
Built for the enterprise

26. thank you
Write to sales@muhive.com for more
information or check out our website
www.muhive.com

27. References
• Slide 7 - https://twitter.com/makemytrip/status/344089328403771392
• Slide 8 - https://www.facebook.com/makemytrip
• Slide 9 - http://blog.makemytrip.com/
• Silde 10- https://play.google.com/store/apps/details?id=com.makemytrip&hl=en
• Slide 11- http://www.youtube.com/user/MakeMyTripOfficial?gl=SG&hl=en-GB
• Slide 13 - http://twitter.com/KLMFares
• Slide 14 - https://twitter.com/GoibiboDotCom/status/345483113947881473
• Slide 15 -
https://www.facebook.com/photo.php?fbid=10151444456752680&set=a.1015032
6748327680.344475.64067037679&type=1&theater
• Slide 16 - http://blog.cleartrip.com/
• Slide 18 -
https://www.facebook.com/photo.php?fbid=10151722012181153&set=a.1407549
06152.134784.109495541152&type=1&theater
• Slide 19 -
https://www.facebook.com/photo.php?fbid=10151434368137680&set=a.1015032
6748327680.344475.64067037679&type=1&theater