Social media matters to @travelocity
•As an online player, people talk about us in variety of Web forums
•Trust and reputation are critical
•Travel evokes strong emotions
Travelocity’s Social Media Measures
• Visitors & page views• Traffic from the Social Web to Travelocity
• Links to Travelocity landing pages• Links to monthly enterprise promotion• Links to Travel Deals
• Bookings originating on social media channels• Fans/followers/conversations
Facebook- Exclusive Deals and Shopping
Facebook – Roaming Gnome Yourself
How we engage customers on Twitter
•Constantly monitor our mentions•Communicate via email instead of DM•Hand-off to customer service when appropriate•Twitterventers
Go on offense with Twitter
•Thank customers for their business•Engage with partners•#FF•Surprise and delight•Re-tweet favorites•Tag favorites•Email favorites to team members
Building Brand Affinity with Twitter
@roaminggnome
@windowseatblog
@gaytravelocity
@travelforgood
@travelocitybiz
@travelocityCA
@travelocity_AR
@travelocity_MX
Our experiment with Chatroulette
• 35 days running• 24/7 either chatting or
Roaming Gnome with sign that we change regularly• 285,120 chat impressions• 400 conversations
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