DELIVERING SOCIAL MEDIA ROI EVERYDAY
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DELIVERING SOCIAL MEDIAROI EVERYDAY
GRAND HYATT WASHINGTONFACEBOOK OFFER & OPERATIONS SUPPORT
FACEBOOK OFFER EXAMPLE
Help with occupancy during a slow summer period.
Using advanced targe�ng, BCV was able to take a modest ad spend and drive increased occupancy when it was needed most.
BCV strategically deployed a Flash Sale on Facebook to raise awareness around a special of 20% off offer.
End Goal: achieve a 2:1 ROI.
OBJECTIVE
RESULTS
STRATEGY & TACTICS
1,146,224TOTAL IMPRESSIONS
28ROOM NIGHTS BOOKED
$12,600ESTIMATED REVENUE GENERATED
2,209CLICKS BACK TO WEBSITE
BCV Alert Example
On behalf of the property, BCV replied to Neen and asked how she was enjoying her visit.
OPERATIONS SUPPORTINFLUENCER ON PROPERTY
CONVERSATION CONTEXT
Neen proceeded to engage posi�vely with the property, sta�ng “Absolutely loving my stay”.
Her message was then seen by her 30K Twi�er Followers.
RESULTS
HYATT CENTRIC CHICAGOSOCIAL MEDIA CAMPAIGN EXAMPLE
Increase brand awareness and engagement on Facebook among poten�al guests in the Chicago drive market for “stayca�ons,” as this group had been iden�fied by the team as an undervalued group for the hotel.
Recommended a Facebook Poll sweepstakes with a one-night giveaway.
Designed "This or That" style graphics op�mized for social and cra�ed engaging copy that prompted users to vote on the ways in which they would choose to spend a weekend in Chicago for a chance to win.
Users engaged in a way that promoted discussion while also shedding light on the fact that the Hya� Centric brand is deeply rooted in explora�on. Targeted users age 25+ interested in the Magnificent Mile and Streeterville areas who had engaged with hotels within compe�tor set.
End Goal: achieve a 2:1 ROI.
OBJECTIVE
STRATEGY & TACTICS
Sweepstakes received 200 entries and surpassed all engagement goals, seeing a 65% increase in post engagement, doubling our overarching Facebook engagement number MoM and tripling it YoY.
We saw a 372% surge MoM in new Facebook followers and a 74% increase in Facebook page views.
The Sweepstakes generated one property specific purchase and three general Hya� purchases. We es�mate total revenue to be just over $1,200 and 5X ROI.
RESULTS
“THIS OR THAT” CAMPAIGNHYATT CENTRIC CHICAGO
HYATT REGENCY WAIKIKIPERFORMANCE SNAPSHOT
To increase their social media performance, Hya� Regency Waikiki bought into BCV’s enhanced photography package, allowing them create a more defined content aesthe�c. In addi�on, BCV deployed a strategic adver�sing plan with advanced targe�ng to reach the hotel’s target audience.
PERFORMANCE SNAPSHOT HYATT REGENCY WAIKIKI
PRE-BCV MONTHLY PERFORMANCE | SEPTEMBER 2017
Reach: 8
Likes: 15
Shares: 8
26,821FACEBOOK NEW
ENGAGEMENT (TAT)
3,739INSTAGRAM
NEW ENGAGEMENT
MONTHLY PERFORMANCE WITH BCV | SEPTEMBER 2018
Reach: 7,614
Likes: 1.3K
Shares: 39
43,845FACEBOOK NEW
ENGAGEMENT (TAT)
5,819INSTAGRAM
NEW ENGAGEMENT
HYATT REGENCY ORLANDONEGATIVE SITUATION MITIGATION EXAMPLES
Najoua ini�ally commented on the property’s Facebook post that she was on property, but the hotel was not what it used to be.
On behalf of the property, BCV replied to Najoua, asking for her to send a private message with more details.
BCV sent a “Nega�ve Message Alert” to the property, who in turn reached out to Najoua.
NEGATIVE SITUATION MITIGATION EXAMPLE
CONVERSATION CONTEXT
Najoua proceeded to praise the property’s customer service, no�ng “Thank you for ge�ng back to me, the housekeeping manager called me in my room and asked to see me, will talk to her once back to the hotel. I appreciate that! Thanks a lot”.
Najoua then deleted her ini�al nega�ve comment on the property’s Facebook post and posted a 5-star review.
BCV provided the opportunity and necessary informa�on to resolve the guest’s nega�ve experience.
RESULTS
BCV Alert
Lindsey rated the property 1-star on Facebook, complaining about the sign by the pool during the Li�le People of America Na�onal Conven�on.
On behalf of the property, BCV replied to Lindsey, apologizing for her experience and asked for her contact informa�on.
BCV sent a “Nega�ve Message Alert” to the property, who in turn reached out to Lindsey and made plans to change the wording of the sign.
NEGATIVE SITUATION MITIGATION EXAMPLE
CONVERSATION CONTEXT
Lindsey proceeded to praise the property’s customer service, no�ng “Thank you Hya� Regency Orlando for making these changes!”
BCV provided the opportunity and necessary informa�on to the property to help resolve the guest’s nega�ve experience
RESULTS
BCV Alert
HYATT CENTRIC SOUTH BEACHCUSTOMER SERVICE OPERATIONS EXAMPLE
Stephen messaged the property on Facebook with a ques�on regarding special accommoda�ons for his partner.
BCV replied to Stephen and conveyed his inquiry to the property in order to ensure his request would be met.
CUSTOMER SERVICE EXAMPLE
CONVERSATION CONTEXT
Stephen proceeded to praise the property’s customer service, no�ng “Thank you so much for your help. We’re flying in from the UK, and this really helps and will make our trip so much less stressful”.
RESULTS
BCV Alert
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