- access to social media is free but not everything:
- the company has to hire someone to manage social media so this is not free
- some social media are not free such as: buzzmetrics, cymfony... you need to invest for the design and build your own application on those social media
- other investment could be done to be present in new social media: for example a mobile app cost a lot of money (around 5000 euros)
2. In addition to rooms bookings, what measurements would be effective for hotels?
- Measure in term of notoriety by using a special program for example: twitalyzer, klout, google analytics
- guest comments
- loyalty
- how many fans, download, followers, view...
3. How should a hotel, with limited resources, decide what SM efforts to make?
- define a SIM action plan
- define in which social media we will act
- set up goals and objectives
- define the chanel (social media and plateform)
- how to measure it
- how to create a bigger community
4. What role does SM play in offering customer services?
- it is an influencer
- to reward the guest
- personnalization of the customer
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