Profile of a Resort Leveraging Guest Reviews

20 01 2012

Resort marketers are using reviews from guests to influence potential customers more than ever now. USA Today’s review of The Four Season’s new website focused on their focus on social media and user reviews.

Why?

Here, Four Season’s VP Marketing Susan Helstab shares “In a Four Seasons survey, 33% of guests rate TripAdvisor “very to extremely influential” in their selection of a luxury hotel. In its research, the Toronto-based hotel operator also cites these stats from consulting firm e-tailing group: 92% of internet users read product reviews and 89% say that reviews influence their booking decision.”

In this blog post, our own Dave Gibson, shares a discovery process that started with a post from Guy Kawasaki gushing over the resort he just stayed at, and ended with a few new gems for resort marketers.

Read Dave’s Post on Social Media Marketing & Leveraging Guest Reviews

 





Putting a Value on a Facebook Fan

12 01 2012

Facebook Fan ValueWhile its impossible to accurately put a number on a Fan, a few have tried. Much of the value is intangible… what’s the value of a customer sharing photos of their vacation with all their friends? If that helps drive a sale, is it possible to trace the source? Of course not, but Dave shares some thoughts on value points that should be considering the value of Facebook and a Facebook Fans on his blog at propdave.com

Read Blog Post: Value of a Facebook Fan





Reasons to Adopt Google Plus

9 01 2012

Google Plus has had a shaky start but G+ is quickly gaining adoption. Google’s deep resources and a number of additional factors are contributing the first real challenger to Facebook. Propeller’s President & Director of Online Marketing, Dave Gibson, reveals why Google + what is contributing to the growth and what this means for brands.

Read Dave’s Post on Google Plus





Lawyers Adopting Social Media

14 06 2011

Social network marketing is really the perfect channel for lawyers and firms to market themselves. Adoption rates have increase from 15% (2008) to 56% (2010) as lawyers are bridging the gap to connect with colleagues and potential clients.

Dave shares guidance on tools and methods for lawyers as they move from the sidelines into the social marketing game.





5 Summer Marketing Tips for Ski Resorts

7 06 2011

It can be difficult to maintain marketing momentum through the summer months. All that great winter content and event stories dry up, and only the die-hards are thinking snow. Yet, you have to look for ways to keep that hook set for the next season.

Here are five ideas to consider this summer.

1. Keep the content flowing via Social. Do you have capital improvement projects in process? Cutting trails, putting in lifts, adding buildings – these are activities that a good photographer and videographer can use to accent your updates. Leverage what you already have. Pull together a “best of” that features the best.. or the “worst of” might be even more engaging. Think ABC Sports… “the agony of defeat” shots of tumbling skiers. Visual content is key.

2. Identify your Influencers – comb through mentions on Twitter and Facebook. Who are your loudest fans? They are your word of mouth marketers. Reach out to them. Introduce yourself personally. Consider creating a program that can harness all that love. Give and you will receive.

3. Stay active on Twitter and Facebook – keep updates and content flowing. Introduce contests that juxtapose summer with winter. This day 6 months ago…. If you have four season offerings, blend the winter content with summer content, and add soft reminders about pre-season specials.

4. Get around town. Get out into the community and strengthen those relations. Press flesh. Smile. Make new friends. In today’s world of social media, consider every member of your community to be a word-of-mouth marketer for you. So make sure they know what is coming up for next season, and give them reasons to like you and want to help you.

5. Tune your marketing program for next year. The website still is the primary point of conversion. Make sure it rocks. Make sure you have a mobile site that rocks even harder. Then work out a content plan that includes the ongoing resources to produce and distribute that content. Content is King.

Rock on.





Good Web Design = More Conversions

27 05 2011

What is the value of good custom website design? Sure, its key to frame the brand and present a compelling message/offer, but in my mind, good design blends that into a clear path to conversion.

For different businesses and sectors, the “conversion” varies and for most, there are multiple conversions to be tracked – a sale, lead generation, engagement, recruiting form, whitepaper download, etc. It takes thoughtful design to entice visitors and draw them into the path to conversion.

We recently worked collaboratively with Coldwell Banker Hickok & Boardman Realty to redesign their site. Long before we got started, they had done their homework and had been tracking a range of conversion goals in Google Analytics for years. Their numbers were fairly flat though, and while investing more into online marketing did succeed in increasing conversions, they knew that investing back into the website to increase conversion rates there would provide their best return on investment.

The design itself frames those priorities, and places the brand in the context of the regional geography. In this process, together we carefully studied both the traffic patterns of the current site to recognize the information users wanted, and aligned that with the information that the client wanted to present. I’ve agreed not to delve into the details of each conversion point, but you can see quite clearly from the homepage, what our priorities were.

The numbers dramatically show the success of this redesign. Over the same period the year before, we instantly saw a significant jump up about 15% to an envious conversion rate of 51%.

What also ensured a win for this project was the collaborative spirit we shared in this project. Their team was heavily engaged and well tuned into their site’s metrics and the goals of each segment of their target audience. As much as I think design skill is important, I also believe that the cultural fit with two organizations is key to a successful partnership such as this. I think the success of this project reflects that.

Go to HickockandBoardman.com





SEO Content Writing Guide

15 03 2011

Writing effective copy for both search engines (SEO) and flesh and blood visitors is crucial for overall site performance.

Rather than hire a pro, many clients prefer to take the DIY approach. Typically, this is considered to be a cost-saving method, however experience reveals that this path more oftent delays projects and reduces the site’s performance on multiple levels. The reality is that the cost for SEO copywriting aren’t high in the first place, and the ROI will absolutely outpace any savings hoped for.

In many cases, I recommend a hybrid approach where a professional SEO writer is used for a limited number of “priority-one pages”, and the rest is written in-house. It’s unlikely that everyone on the in-house team will consider themselves as either marketing copywriters or SEO experts, so I’ve put together this guide for clients writing their own copy.

SEO Wrting Guide for DIY Clients

My first bit of advice is to write first for humans and second for search engine. It will do no good to attract the visitor to bad content.

Writing for Humans
Writing for the web is unique. First assume that nobody reads. They scan. So keep sentences and paragraphs short and easily digestible. As any good copywriter knows, maintain a consistent tone and voice, while making sure the content is relevant. Use bullet lists for key points high in your pages. Link bullet points to content on the page.

  • People scan versus read
  • Short clean sentences and paragraphs
  • Bulleted summary points

SEO Writing for Search Engines
The general guidance is that you’re goal is to provide the search engine with an accurate and clear “theme” for the page – so for each page, you want to select a small group of terms to focus on. Each page should focus on a different list. SEO gold is found when these terms are applied to the url address (file name), html page title, heading tags (h1, h2, h3), body copy, image alt tags, and link anchor text and alt tags from in-bound links – and the more links to the page the better. All of that isn’t your job as a writer, but incase you’re looking to earn extra credit I thought you should know.

The short list of things you need to consider is:

  • Segmented keyword list for each page
  • Up to 10 keywords per page
  • Singular and plural terms are considered different (by Google)
  • Bolding and Headlines (H1, H2, H3 heading tags) indicate prominence
  • Cluster your terms at the top of the page
  • Keyword density – don’t over do it.
  • If you business has geographic focus, use appropriate city and state terms.

Keyword Development: If a list is not provided, you will want to create your own of up to 10 phrases, with only 2-3 terms of primary focus. To build that list, you should first consider the page’s focus and write down terms that apply. Reference any existing keyword research that already exists. If you want to check for related terms and to find out how many people actually search for your terms, you can reference Google’s keyword tool. You can also study at sites that Google returns for those core terms. Check their page title tag at the top of your browser especially, as well as page headings and content.

Remember to consider plurals as separate terms from singulars (Google considers them different). Just remember to use terms that your audience uses. This may be very different than the language used internally.

Keyword Development

  • Existing content (assuming you’re optimizing existing copy)
  • Terms the audience commonly uses
  • Existing keyword research
  • Google keyword tool
  • Competitor sites that rank high for your term

Keyword Density: I’m often asked how often to repeat terms, and keyword density is the percent that a term is used compared to the total words on a page. It’s generally understood that density is no longer relevant because its too easy for marketers to manipulate – so don’t focus on this. You’re looking for a balance that doesn’t make the page to appear spammy to the search engines, which you can be penalized for. If you’re curious anyhow, this keyword density tool will show you which terms are prominent on your page, and their density percent:

Prominence: Headlines or “heading tags” both break up the page for easy scanning, and provide an important way to give prominence to your terms. If you look at the code, you’ll see these expressed with “heading tags” such as H1, H2, or H3. You typically use an H1 heading at the top of your page, and subsequent H2/H3 within your content. Bolded terms may get more weight. Terms at the top of the page will also.

Remember that overall, you simply want to establish a “theme” for he page. Identify the terms that your audience will search for (versus insider terms you may use). Write your content to be relevant to that audience and carefully work your top keywords into your headlines and content in a way that will read effectively for human visitors first.

Oh… and les is more.

Resources





Mountain Resort Marketing: Leveraging “Spa Resort”

6 03 2011

Cliff Spa pool atop Cliff Lodge @ Snowbird

The mountain resort industry has been expanding its offering to include more and more revenue streams and activities to maintain competitiveness and to keep customers coming back year around. Zip-lines, mountain coasters, water parks, retail, restaurants, indoor skating, golf, and spas are all on the menu now. Of those, I suggest that the spa offers the best opportunity to reach the female head of household – whether she’s a skier or not, and perhaps pull some of those non-skiers into the sport.

To gauge that market demand, I use a very simple tool: Google. The following the comparative results for people searching for “ski resort”, “golf resort”, and “spa resort”, are quite eye opening.

“Ski Resort” = 120,000 searches per month (Google)
“Golf Resort” = 160,000 searches per month (Google)
“Spa Resort” = 4,000,000 searches per month (Google)

Over 4 million people went to Google and typed in “spa resort”. Not just “spa”, but “spa resort”. If you’re a resort marketer with a spa, this is very good news for you, because this is the same demographic that every ski area is targeting: the female head of household. If you can reach that spa resort customer, there’s a great opportunity there to pull them also into skiing and deepen the yield.

Curious to see how other resorts are presenting their spa services online, I checked out a number of the bigger ski resort’s sites. To generalize, I rarely found little more than a section of a site with a page or two that offered contact info and a service menu. That’s like having a ski resort site with ticket prices and directions. A few spas took it upon themselves to create their own site. Fewer had the resources to do it well, and even fewer keep it up to date.

So how can we attract spa-specific customers to the resort?

1. Create a separate site for the spa that is specifically tailored to reflect the unique experience offered.
2. Cross promote from the primary site to the spa site. Make sure to have a well optimized section on the main site to capture the SEO value.
3. Online Marketing. Don’t pinch here. Get a professional to thoroughly optimize the site for organic search and consider paid advertising channels (remember what the lifetime value of that customer is to help determine your spend limits)
4. Social Word of Mouth: Provide incentives for spa guests to share their experiences
5. Create content – video content – that tell the story, and which users can share via social. Remember, Youtube videos get high ranks for SEO because Google likes what people like. People like to watch TV.

Resort spas in particular also have an opportunity to capture customers outside their typical sweet-spot (females north of 30), to include more men. All those (aging) skiers and riders banging themselves up on the mountain may need more than ibuprofen and a cocktail. The industry has long been challenged by cracking the male market. My suggestion: do something about these white robes – its really impossible to not feel like a dork in one.





Facebook Pages Upgrade Review

2 03 2011

Facebook announced back in February their plans to roll out an upgrade to brand Pages, and the rollout has begun with all Pages expected to be pushed up March 10. While there are a few interesting points to be aware of, nothing is revolutionary here.

Clients and page administrators should primarily be aware that

  • Photo strip added to header
  • Tabs have moved to side nav (no longer “tabs”)
  • FBML is being abandoned and shifting toward Apps and iFrame content (tabs)
  • Profile graphic size shrinking from 200×600 to 180×540
  • Admins can interact as the Page’s identity
New Upgrade Layout for Facebook Pages

Facebook Page Upgrade

Layout Updates
Overall, the layout update isn’t radical. As has been the pattern, Page layout is following the lead of individual Profiles. I like the photo strip at the top. It provides space for stimulating visuals right away, and establishes the value that good photography will have. Horizontal tabs are gone and navigation has shifted to the left side below the profile graphic, which has shrunk a bit.

Functionality Updates
One of the biggies here is the ability for the administrator to switch their identity to represent the brand Page. Before you could not go to another brand Page and post something on behalf of your own brand Page – it would show your identity as yourself. Now you can switch to “Use Facebook as [Your Brand]“. So now I can go to another brand Page, and post something under the identity of Propeller. This will allow brands to publicly interact with each other… this could be interesting.

One unpopular change is that wall posts are no longer always chronological. Facebook has applied an algorithm that attempts to identify “popular” content and prioritize it by sort order. I’ll be surprised if this lasts. People want control of this and they are very loud about it right now.

If you already have custom tab pages/apps – no worries. They will be grandfathered in. FBML is headed for the grave though. New custom content tabs will need to utilize either App functions or pull remotely via the iFrame functionality – but that’s for us to worry about. Not you.

Reference
Facebook Pages Manual (PDF)
Facebook Announcement





Mountain Resorts Should Look to Women for Growth

28 01 2011

Winter sports participation is stagnant at 3.2%. While that’s not good, the opportunity is that huge market of 77% of Americans. How do mountain resort marketers reach them? Looking across at other sports that have faced stagnation, growth has been found in targeting new products and marketing toward women.

Checkout Dave’s blog post that talks about both why and how resorts can reach women… and best of all, get them to do your marketing for you.








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