April 2010 BMPR - Travelocity

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

Thank [email protected]

@cypresswalls682-605-2178