DestiCorp 2.0

Travel 2.0 Blog - Discussion on Twitter

Mo and Troy of Travel 2.0 blog have started an excellent discussion of the use of Twitter in the travel industry here. The focus  is mostly on how companies can speak to customers but with the use of hashtags, it's an effective way of sensing market sentiment.

For example, by goomg to hashtags.org and search under Ryanair, I leaned that
their flights may be cheap but in the event of a drop in air pressure reach for your wallet:

!

Using UGC To Attract Visitors - Which Destinations Lead?

In the good ‘ole days – a mere 30 years or so ago – destination marketing was a relatively simple affair: figure out your major selling features, maybe add some positioning spin ( a “snazzy byline or contemporary looking logo), print some brochures, run an ad campaign; ensure there was a “call to action; ” wait for the phone to ring; mail out the brochures and hope for the best.

The Destination Marketing Organization (DMO) had an important role to play in creating awareness and desire among national and international markets on behalf of its small businesses simply because the latter, acting alone, could never develop the same reach, influence or impact. The role of the DMO was “to extend the invitation” on behalf of tourism suppliers and residents.

The Internet has, of course, changed all that and the marketing task has mushroomed in complexity requiring new and unimaginable skill sets and generating a constantly changing set of acronyms. It’s also having a profound impact on the roles of the various members of the tourism ecosystem.

While the role of the DMO used to be to “show, tell and persuade” it is now becoming facilitate, orchestrate and enable. That’s because the same tourism suppliers and residents, who were unable to reach out to international audiences some 20+ years ago, can now enjoy instant contact with anyone 24/7. So while the DMO used to lead from the front with glitzy, push-style campaigns based on a brand, customer and product database they considered to “own;” wise DMOs are learning to lead from behind by allowing and encouraging others to do the persuading for them. Utilizing the power of Web 2.0 (notably open source) and social media, smart destinations are encouraging their residents, local businesses, visitors and third party suppliers tell the destination story. The acronym for this is UGC – user generated content- and is finally capturing the interest of several tourism offices.

Here are just five interesting examples:

1. Visit Britain - According to this press release, Visit Britain will formally launch their new social media initiative at the Travel Distribution Summit being held in London today.

“We want to offer travel organisations promoting Britain a media stream of our reviews, photos and videos”, Comments Justin Reid – Head of Online Marketing for Visit Britain. “UGC has been shown to increase browse time, bookings and online interaction and if we can entice more people to come to the UK using innovative media marketing like this, then this is a win win for Visit Britain and our tourism providers.”

Using software developed by Digital Visitor, Visit Britain enables visitors and residents to upload videos, still images, and make reviews on their own and others’ contributions.

2. Vancouver 2010 – in February next year, Canada will host the Winter Olympic Games. Bell Canada – a major Games sponsor and one of Canada’s largest telecoms company has endeavoured to show the host destination through the eyes of residents. A great idea and one we have been promoting for years but, and I hate to be negative, one that suffers from poor execution. Instead of mashing up a range of easy-to-use, well proven software modules that provide the easy-to-use functionality enjoyed by Visit Britain, Bell had to develop its own proprietary and, may I say it, clunky interface that inhibits exploration. Take a look at Canada Code: That’s if you’ve got the time to fill in all the forms. Too bad that they don’t appear to have been working with the tourism agencies – Tourism Vancouver, Tourism Whistler or Tourism British Columbia (Hello BC)…see below

3. Tourism British Columbia – if prizes were to be awarded to individuals who changed the way destinations are marketed, then it should go to Wilhelm Bakker at Tourism BC. What’s most endearing about Wilhelm is his willingness to share his thinking, his trials, tribulations and triumphs with little or no sense of ego – see these posts.  Here’s the link to Tourism British Columbia’s approach to User Generated Content in the run up to the biggest tourism event to be held in the province since Expo 86.

The significance of this would be lost on the average reader if I didn’t share this observation – Tourism BC is an organization that likes to do things very thoroughly and professionally. They like control over the final product and message. So it takes courage to include the less polished, perfect content supplied by non-professionals. The traditional approach would be to produce a high quality, expensive video but, thanks to Wilhelm’s efforts, they are now including the “right stuff”. 

4. Philadelphia – this tourist board embraced the idea of blogging very early on. While they may have got it wrong to start by creating false blogging personas, whose profile happened to correlate to their major market segments,  they quickly learned by doing. Uwishunu  is a major destination blogging community and success story – Go for it, Gophila.com!

5. Disney – thanks to blogger Josh Hallett, we can follow Disney's experience with Social Media. I’ve paraphrased the key points from his blog post below:

Disney started by partnering with CareerBuilder.com to allow consumers to upload a video to apply for a 'dream' job. For Disney it was a totally new arena. They had no idea how many videos they would receive and what the videos would could contain. The big step was of course letting go. Disney was overwhelmed with the number of video applications they received,  eventually narrowing it down to five finalists. The finalists were posted online and consumers were allowed to vote, resulting in millions of votes. The finalists built their own marketing campaigns, driving even more traffic to the campaign. A side benefit was the number of regular job applications that Disney received. Because of this, it was the most successful recruitment effort to date.

The next project was the Walt Disney World Mom's Panel. They launched a search for some of the most passionate Disney moms. Once again the response overwhelming. They received 10,000 applications over the weekend, but turned away over 30,000 applicants. That was the one major mistake they made. As the program evolved, the internal issue was once again giving up control of the marketing messaging. The mom's panel has helped them overcome the two largest barriers they've faced, affordability and age. That is, what is the appropriate age for a child to first visit the theme parks. The honest, open advice of the mom's helped break down this barrier.

 

The women that did not make the Mom's Panel became part of the Mickey Moms Club. One major step was allowing the club to select their own logo. Once again, for Disney to allow somebody outside the brand to do design and select a logo was a huge leap of faith. But, it worked. Their work with the moms made them look at how they consume media. To help promote the new What Will You Celebrate? campaign they created a viral video campaign. The program allows consumers to create a uniquely branded video to 'celebrate' an event such as a birthday or an anniversary. These videos can then be sent to friends and relatives. This builds the standard pass-along/viral effect, spreading the video even more. The site has had an 85% click-thru rate and paid for itself in just over 18 hours from launch and has gone on to blow past all expectations for views and revenue.

I am confident that there are many other great examples of the use of User Generated Content by Destinations to attract visitors so – I invite you, please, to add comments so we can learn quickly from each other. In later posts – we’ll look at UGC to enrich the visitor’s stay at the destination.

Brands as Change Agents - so says Unliver's CMO

The big firms are slowly waking up. At Media Week's Media 360 Conference, Simon Clift, the global CMO of Unilever responsible for selling €40bn worth of "soap, soup and tea", said the world had changed more than marketers have accepted or absorbed, and heralded "a new era of remarkable opportunity" - see here

While that may not be earth shattering, what I did find exciting to learn is the fact that Mr. Clift went on to say that "brands should be an agent of change" - a sentiment my colleague Leon Benjamin and I have,  in our own more modest way,  been pushing for nearly a decade as you can see here on an old, homemade site called Business For Good. 

See: Brands should be "agents for change," says Unilever cmo - WARC News - WARC.com.

If Simon Clift or someone at Unilever is reading this (he, he), I would strongly recommend Terry Barber's excellent post on what business leaders can learn from non profit organizations. He gives four suggestions:

1. Inspire customers by helping them believe in something they once thought was impossible. (It worked for Barack Obama)

2. Show genuine appreciation for their business (how many companies have you ever received a thankyou card or email from?)

3. Help him see that he is a part of a bigger community of world changers. One of the most powerful fund-raising terms is the word join. “Join the fight.” “Jointhe cause. “ “Join me”—all indicating that you can be a part of something much bigger than yourself.

4. Communicate how you are making the world a better place - see excerpt below...

I recently met with a CEO of a Fortune 500 Company and saw this principle illustrated in the most dramatic fashion. Throughout the building there were maps with pushpins marking various towns, cities, and villages around the world where this company and its employees were providing clean drinking water for indigent people groups. There was an underlying message there that said, What we are doing as a company is helping to make the world a better place. No matter what kind of business you are in, learn from the nonprofit sector that you can inspire your customers by illustrating how you are making the world a better place.

Do you aspire to inspire your customers? Give them something to believe in that they once thought was impossible. Demonstrate genuine appreciation for their business. Help your customers connect with other customers to illustrate that they are part of a bigger community, and communicate how you as a business are making the world a better place.

Lead and they may follow. Teach and they may learn. Inspire . . . and they will never be the same.

Alot of my work is for destinations - very rarely do Destination Marketing Organizations lead their communities and invest in making the destination a better place. As marketers they feel they can and should leave this to others. New Zealand is different - if you read their tourism development strategy. they believe that tourism should take the lead in ensuring the country lives up tothe highest standards of sustainabiility. They have to, after all, they're 100% Pure.

Recession Not Hurting Everyone in Travel

The recession isn't bad for everyone in the travel industry.  According to Sramana Mitra, Priceline has regained lost ground in terms of valuation and revenue growth while Expedia gained market share and saw an increase in both ad value and the number of properties represented.

Birdsong in England, Hot Air from Washington and Bubbles in the Arctic - what's the connection?

I write this sitting quietly in a log cabin located in the midst of a lush and quintessentially English cottage garden. It's misty outside but the song birds are celebrating the close of another magnificent and a seemingly normal Spring day. So far this year, we've experienced a normal set of seasons - a cold winter, windy and showery spring and prospects of a hot summer ahead. Even Wimbledon is prepared with its new roof and there'll be strawberries and cream as usual with the chance to forget the financial meltdown - even while another meltdown continues to take place with disproportionately less fanfare and sense of gloom. It's in this context that a growing sense of complacency within the business community, and especially the tourism community, regarding the climate change threat, should come as no surprise. The financial crisis, the ensuing recession and the dramatic declines in visitors, revenues and yields have diverted our attention to less scary, more familiar issues.

Next week, the American travel industry will launch yet another campaign extolling the virtues of travel with the headline "Travel Matters!" suggesting that travel can be the primary engine of economic recovery and is good for our health.  The Q & A sheet in support of the campaign complains that business travel has been "mischaracterized" and makes the following arguments in defence of leisure travel:

Leisure travel is important because it’s essential to good health. Travelers rate their overall health one full point higher (on a scale of 1 to 5) while on vacation. And they receive three times more sleep after vacations and sleep almost 20 minutes longer. An annual vacation can cut a person’s risk of heart attack by 50 percent.

Of course "travel matters" but so does health care, the production of quality yet affordable food, the care of our elderly, the education and safety of our young etc. If the slogan was "Travel Cares" and was backed with the actions that tourism is taking to address the real issues facing humanity right now, I could back it.

In the meantime, "nature" knows nothing of our human issues.Nature simply obeys implacable laws with no regard to their impacts on our human psyches and what we consider to be our well being. Nature simply and relentlessly adapts. And adaptation is what is happening in the Arctic. As temperatures rise and more ice melts so the gazillions of microbes embedded in the permafrost start to feed on the decaying vegetable matter trapped beneath the surface. Their process of consumption - like ours - emits waste but their waste (methane gas)  is 25 times more potent as a greenhouse gas than Co2.

If you harboured any lngering doubts that climate change would seriously and intensively affect your life or that of your children, then think again and read this article or watch the video from the LA Times last week . Bubbles of warming, beneath the ice - Los Angeles Times.

Methane is one of the wild cards that the IPCC scientists recognized as potentially aggravating the problem but did not,  dare not, include in their forecasts.

Moral of this tale? If we want to enjoy the birdsong and avoid the bubbles. we'll need more than rhetoric and hot air......

Learning Social Media From the Pros

You can read all you want about Social Media and how it is replacing traditional push channels but surely the best way is to hang it with a young traveler who uses it all the time. Visit Aarhus and a bright consulting firm called Seismonaut recently had the bright idea to develop a competition for which the prize is a free 48 hour visit to Denmark. The winner had to submit a video outlining how they would use Social media on such a trip and help Denmark make better use of all the Web 2.0 tools now available. You can check out more about this clever idea at www.48hoursindenmark.com. 

The winner, one Jesse Desjardin, just happens to hail from Northern Canada and his video is a great introduction to the ways his generation and even boomers like me are starting to use the rich array of tools to plan and experience their travels. (BTW,  I once used the GPS feature on my iphone in deepest rural India to see where our taxi driver was taking us. It worked and I was very impressed until I got the roaming charges when I returned home.)  But back to my story.....

Here's Jesse's video that  successfully persuaded the Danish as to why he should win the prize - not quite as exotic a prize as the dream job  won by a young British lad who will be caretaking a beautiful island in Queensland, but another good example of a low cost way to attract publicity for Denmark; and spike the interest of highly influential members of a target market (Jesse is online director for Global Gossip that runs 25 internet cafes around the world and regularly communicates with 25,000 people mostly aged 19-25).I bet they'll be following his Tweets - why don't you - see www.twitter.com/dessedee