Presentations by the following executives…with a lot of good research data to follow:

• Krista Pappas, Microsoft Bing Travel
• Gary Jackson, Google Travel
• Anne Payne, BeDynamic
• Yen Lee, Uptake

Yen Lee of Uptake – “The Long, Fat Tail of Search”

Numbers that really matter

• 73% of consumers search before they make a booking
• They search an average of 10 times
• 86% of leads are generated by organic search (there IS a free lunch)
• Typical travel search is 3.1 keywords
  • It’s becoming more specific: was ‘chicago’…then ‘chicago hotels’…now it may be ‘chicago family hotels’
  • (this means they give us more context now)
  • Always tailor unique content to consumer preferences

Krista Pappas of Microsoft – “Maximizing SEM In a Tough Travel Economy”

• Read more…

While planning for a recent trip, I found myself conducting dozens of web searches to find information on my destination. These included:

• Flight information (Kayak.com)
• Airport transportation options (WikiTravel)
• The city’s best design hotels
• Guest reviews & photos of those hotels
• Best ways to get around the city (taxi, public transport, etc)
• Can’t-miss boutiques &  galleries
• Places to eat (Yelp)
• Special events going on
• Typical climate for that time of year (clothes to bring, etc)
• Best places with WiFi I can work from (bonus points if I can drink something caffeinated)
• Running paths for my marathon training (Google Maps & MapMyRun.com)
• Best places to photograph (Flickr is my favorite tool here)
• Interesting day-trips from the city

Keyword research tools confirmed my travel planning behavior is very typical. Every day, hundreds of questions are being typed into search engines to find this type of information about the city you’re in.

Your potential guests are turning to the web for information

Many online travel planning resources aren’t direct competitors, but relying on them to educate your guests is risky.  I see a huge opportunity for hotels to build their own destination information portals with a concierge mindset.

Are your potential guests going to find what they need from you or another website?

The web makes providing information easier

Before the web, it was difficult – if not impossible – for an individual hotel to publish a substantial amount of local information. Production costs would have been prohibitive, and distribution very difficult.

Now with just a simple website, you can share useful information very efficiently.

An example of proactive service

The Witt Istanbul Suites publishes detailed information on transportation options for getting around Istanbul:

Witt Istanbul Taxi Information

Since many of this hotel’s guests come from the UK and other English-speaking countries, the owner wanted to ensure the guests feel as comfortable as possible. To help overcome any language barrier, they offer printable directions in Turkish for the taxi driver:

Printable directions in Turkish

Providing this type of information is brilliant for two reasons:

• It helps guests to feel comfortable before they arrive
• It reduces the workload for your hotel service staff

Customer service 2.0

Instead of calling you directly with questions, tech-savvy travelers may prefer to communicate using the web. Twitter provides one opportunity to answer questions in real time. On the corporate level, we see Hyatt offering concierge services through a dedicated Twitter account.

HyattConcierge on Twitter

With just 131 updates, I assume many of their support requests take place via direct message (for privacy reasons). It’s not a bad start.

Actively engaging potential guests

My only complaint with @HyattConcierge? In my opinion, it’s not a huge improvement over phone or email support.

The real power of Twitter is in offering real-time service to people who aren’t aware of you (yet). Twitter search allows you to reach out to people needing help, and provide useful advice and information.

Independent hotels can do this successfully. A poster child of hotel social media success – New York’s Roger Smith Hotel – actively participates with guests to build their online fanbase.

@RSHotel Twitter Stream

Since this is a relatively new medium for customer service, little things like this gain a lot of attention and build a great reputation.

The best approach: Useful information + Real time support

Ultimately, hotels that want to use this ‘concierge approach’ to their marketing should use both approaches:

1. Build an accessible database of useful, insider information on their destination
2. Monitor real-time communications channels for opportunities to serve

It’s time to throw away the silver bullet

As marketers, we can fall for the trap of thinking all that’s needed is just one more tactic. One little trick that will cause sales to climb dramatically and eliminate our competition.

There is no secret

Great reputations are built around helping other people. It drives positive word of mouth – online and off – which ultimately brings you more guests.

It’s not unique or even particularly clever. But it works, and that’s what matters.

All the clever marketing in the world is useless if potential guests abandon you out of frustration. Hotels that figure out how to combine excellent customer service with new technology are the ones that will succeed online.

3 questions to ask yourself

• “What questions do I have when planning my own trips?”
• “What content could we publish that answers these questions for our destination?”
• “How can we get this information in front of the people that are looking for it?”

The snowball effect of organic search marketing works like this: The higher your hotel’s website ranks in search engines for relevant phrases, the more people will find you.  These people include prospective guests, reviewers, and journalists.  The more people find you, the more coverage and attention you’ll receive on other websites.   This in turn brings you even more links and a higher search ranking.

Once started, search optimization is a virtuous cycle providing long-term benefits to your hotel.

Still not convinced of the benefits of natural search marketing?  Here’s a few more reasons you need to start now:

1) It’s affordable.  You may choose to hire a specialist to optimize your website, but you won’t pay an ongoing monthly expenditure for advertising.

2) There’s no risk.  With other forms of promotion, you could make a wrong decision and find out (months later) that you’ve wasted thousands of dollars.  This doesn’t happen when you invest in search engine optimization (SEO).  Making the proper adjustments now will benefit you for years to come.

3) It provides the best quality of prospective guests – more than any other marketing or advertising medium.  People will come to your website are actively looking for you and what you have to provide.  Since the visit is guest-initiated, they will be more engaged with the message on your hotel website.

Industry studies show that search engines account for the large majority of traffic to most hotel websites.  Of course, this is hardly surprising.  Search engines are the most popular way for internet users to find information.

With this in mind, how can you position your hotel to capture a larger share of search engine traffic?  There are two broad approaches to search engine marketing (SEM), which I’ll explain in this post.

1. Natural (Organic) Optimization

All search engines will include your hotel website somewhere in their results pages – it’s just a question of how far from the top.  The natural approach to ranking high involves optimizing your website, and getting other popular sites to link to you.

The advantages of organic optimization:

• Getting visitors from natural searches is totally free for you
• The people coming from search engines will be actively looking for you
• A higher placement conveys authority for the term searched for

The disadvantages of organic optimization:

• It can take a while to reach the top for your core keywords
• In some markets, the competition can be very intense (lengthening this time even more)

2. Paid Placement

It is possible to pay to appear in search engine result pages.  Usually, this is accomplished by using pay-per-click services such as Google AdWords.

The advantages of paid placement:

• It’s possible to instantly appear at the top of search results
• It can potentially be a very cost-effective way to attract guests (usually under $1 for each visitor)
• The ability to measure campaign success (more than any other advertising medium)

The disadvantages of paid placement:

• Your campaign can cost a relatively large amount (depending on the strategy you use)
• Ongoing management of your campaign is needed

In future posts, I’ll discuss in greater detail how to design and launch a campaign using both of these types of search engine marketing.  Stay tuned!

Let me ask you this: Which search marketing strategy does your hotel focus on?