Social Media ROI

1. What is meant by 'Social Media is not free'?

Because everything posted on blogs, or social media sites, it has costs. It deals with financial aspects. If a company open an account on facebook, twitter or youtube, it is free to register. But the influence of viewers (possitive or negative reponses/feedback) will affect the sales of the business. 

We also have to take into account the time spend on social media programs. Time is money. 
We must hire employees to update news, reponde the viewers.

2. In addition to rooms bookings, what measurements would be effective for hotels?

- Relationship with customers/viewers: reponse time
- Brand awareness: through Klout,reviewpro, tripadvisor, etc.

-ROI: revenue
- level of engagement
- quality of comments

3. How should a hotel, with limited resources, decide what SM efforts to make?

- Who to touch: Set target audiences, potential buyers, influencers
- Purpose: inform, share info, promote, convince

- Social media programs: which pages/sites they want to register,e.g facebook, twitter, etc. Which sites they want to contcentrate on.

- campaign: Increase sales

- Measurement: set the exact time to measure what they have achieved on each page.

With limited resources, the hotel should concentrate on create advertising on social media sites, keep news updated and establish friendly conversation with the viewers. When the viewers feel confortable of the products/services, the will buy --> ROI up.

4. What role does SM play in offering customer services?

- Relationship between the business and customers.  

- Provide information updated of the business for the viewers and customers.
- Introduce specific products for particular customers.