It’s pretty remarkable that by 2015 nine out of 10 consumers will have a mobile phone—and they’ll use their phones to make travel purchases. About 29 percent of travelers have found flight plans through mobile apps; 30 percent have found hotel deals through apps. Among the top uses of smartphones include searching for restaurants, searching for activities and attractions, and checking in prior to flying.
How are businesses using social media to their advantage? Businesses can interact directly with customers who mention them in Tweets or check in on Foursquare. They can leave tips on Foursquare and take to-go orders and reservations via Twitter. In May 2009, Hyatt launched its Twitter Concierge service. The Wynn Hotel & Casino Las Vegas gives a complimentary glass of champagne to users who check in on Foursquare. In 2009, the Roger Smith hotel hosted a social media breakfast.
The quality of online customer reviews are vital—a full 70 percent of consumers around the world say online reviews are the second most trusted form of advertisement. After a vacation, 46 percent of travelers post hotel reviews, which should provide hotels a major incentive to provide hospitable service.
Do you factor in online reviews before making travel decisions? Please share in the comments, and be sure to check out this infographic presented by BestHospitalityDegrees.com to learn more.