5 Ways Travel Brands Can Connect with Consumers

5 Ways Travel Brands Can Connect with Consumers

By Licia Walsworth — Communications Strategist travel 

What may have started as a year full of excitement about cruises to tropical islands, getaways to the mountains, or first trips to magical theme parks has deflated into canceled plans, disappointment, and postponed dreams for travelers. travel

But that doesn’t mean all hope is lost for travel brands.

The spirit of travel is ingrained in us. Being confined for too long takes its mental and physical toll. 

According to a recent Destination Analysts survey, almost half of American travelers are open to receiving news and updates about exciting travel destinations. People crave the mental break of reminiscing about places they have visited or dreaming of places they still want to go.

By adopting what is working in today’s unfamiliar travel PR and marketing territory, your brand could still find its voice and have it stand out over the crowd.  

1. Silence Is Not Golden travel

The knee-jerk reaction of most brands was to halt all advertising and social media posts immediately. These companies perceived it as the only way to survive. But silence is not always golden. Skift.com recently highlighted how Booking Holdings and their sub-brands (like Booking.com and Agoda) successfully increased their market share over other travel companies, simply by staying the course. Consumers continued to see their advertising — and reacted with their wallets. In the grand scheme of things, Booking Holdings’ overall revenue was down, as it was for most travel brands during this time, but they grew their market share on Trivago from 39% to 54% year over year.

What’s the lesson? You may not be able to grow your market but you can take market share from your competitors and be better positioned as the market recovers. Wouldn’t we all like to see our share of the proverbial pie grow in those kinds of increments? As the age-old saying goes, out of sight, out of mind.

2. The Open Road Is Calling travel

In the same Destination Analysts survey, over 50% of respondents stated they would take a road trip over air travel in the next six months. That means it’s time for destinations to start investing in their own backyards. The drive market is calling. Even the New York Times is drawing attention to the nostalgia of road trip travel from decades ago when packing everyone in the family car and hitting the open road was the norm for summer vacations. Summers at the shore, camping in the mountains, and hiking in the forests have become welcome visuals overcrowded theme parks, city centers, and cruise ships.

The lesson is to let the drive market know you are there, what you offer (family drive-in movies in your parking lot? Drive through grab and go breakfasts?), and how you can help them save that much-needed family vacation— all to help boost your current business with the potential to create lasting loyalty and travel traditions for years to come.

3. Teamwork Makes the Dream Work

PerformanceIN suggests that now is the time to leverage your relationships, affiliates, and partners across the industry to find mutually beneficial outcomes. Travel bloggers, media influencers, and attractions need to work together to reach their target audiences, maintain consistent messaging, and make the consumer feel confident about the travel experiences they are considering. Find ways to work with the media to promote how safe, comfortable, and enjoyable your destination is.

While many destinations and resorts have been afraid to host media or influencers given they can’t deliver the full experience or support their site visit with the normal level of service, these writers and personalities are hungry to travel and engage with your brand and share positive socially distanced experiences with their readers and followers. You can also partner with attractions or restaurants to become a sort of one-stop-shop offering value-based add-ons to your clients’ stay. As households plan their travel, they’re looking for space and safety, not for discounts, so don’t chase this market down: add value instead through partnerships. It’s an opportunity to create a win-win situation, and spreading the wealth could be mutually beneficial not only now, but as the basis for long-lasting collaborations into the future.

The lesson here is while we can’t get together physically, we can partner virtually to get messages out and create the best possible travel experience for guests and visitors.

4. Visual Shopping – It’s a Buyers’ Market

The booking window for travel is shrinking — dramatically. Leisure travel used to have an average lead time of 28 to 90 days. According to Phocuswire, that window has whittled down to seven days. And in this period of stress, uncertainty, and distraction, time is of the essence. Consumers want to know that your destination is safe. They want to reassurance that safety protocols are being followed. They want to know that you know what you are doing. And they want to know that as soon as they get to your website.

Making it hard for them to find what they are looking for can mean one of two things: They will simply move on to your competitor’s site, or, they’ll call your hotel for this information, taking up the time of an already busy front-office worker. Don’t make the consumer do the work. Be proud of your message of safety — get it front and center. A video is the best way to show the consumer you mean business. Check out these videos we produced for Welk Resorts and the San Diego Tourism Authority for some great ways to let consumers know you mean business.

 The lesson here is to show consumers your health and safety practices to build their confidence and secure their business. Let them see firsthand the steps your company is taking to ease any stress they may be feeling about their trip. Reach out if we can help you create your visual selling tool.

5. Personalization Fulfills Expectations

During a crisis, people want to know they are being heard. They want to be shown compassion. And they want to be able to let their guard down. It all starts with trust. Letting your consumer know that you hear and understand them and that you will cater to their needs speaks volumes. As Salesforce’s leading hospitality and tourism executive told Skift.com, lost are the days where frequent stays will increase a traveler’s loyalty status level. To win them over now, it’s time to get personal and customize their experience. Their information is at your fingertips — from their booking preferences to their age, hometown, and contact information. Building custom- experiences based on the knowledge you already possess will continue to make that customer brand-loyal for life.

According to Skift, more than 80% of customers said they experience a company provides is as important as its products and services. When you are thinking of your next mass e-blast or social media campaign, ask yourself how it speaks to your end consumer, specific personas, or the actual individuals receiving or engaging with your content. Does it get to them on an emotional level?

This lesson is that actively building connections will always yield higher returns than simply hoping for the best. One of my favorite mentors always said: “Hope is not a strategy.” Know your audience and what makes them tick. Then offer it to them. They will thank you in return.

Remember that this too shall pass. While we can’t know how quickly, we can continue to be present, be mindful of our message, and make the most of your assets to sell your story. The only direction to look is forward. Use thoughtful resources to guide your communications. Make every interaction intentional and meaningful. Consumers will remember — and will thank you for it.  

The best video conferencing software? It depends on what you have to say

By Shae Geary — Senior Communications Strategist

Now that most of us are working virtually, video conferencing has become the new normal. But not all video conferencing software is created equal or suits every purpose. As communicators, we know that the vessel used to communicate is just as important as what we are communicating. In that spirit, we’ve taken a look at four video conferencing software solutions with our best advice for when and how to use them. Full disclosure: This is not a comprehensive list of video conferencing apps, rather those with which we’ve had some personal experience or knowledge.

FaceTime Takes the Place of the Office Drop In

Video conferencing software hardly gets easier than Apple’s FaceTime. Platforms like FaceTime are great for quick check-ins with co-workers or clients. However, they often have limited capabilities for anything other than chatting. In the case of FaceTime, all participants have to have an iPhone or Mac. Some people also find FaceTime’s group chat distracting since faces zoom in and out depending on who is speaking.

Alternatives: Alternatives do exist for Windows and Android users. Facebook Messenger has a video chat option and is easy to use with people in your follower network. Google’s Duo works across Android and iOS devices and allows you to chat with up to 12 people. Subscribers to Slack also have the option of video chats.

GoToMeeting is Ideal for Team Meetings and Smaller Group Presentations of 250 or Fewer 

The team at (W)right On Communications has been using GoToMeeting video conferencing software on a fairly consistent basis. This is a paid platform, with a free 14-day trial, and has proven easy for our weekly company-wide team meetings and client partner meetings. Users have access to features such as screen share, text messaging with other participants and the option to highlight just the speaker on screen.

One feature especially useful is the choice of computer audio or audio via a dial-in phone conference line. In a household where several of us are using Wi-Fi bandwidth at the same time, the dial-in conference line allows you to continue to hear the conversation even when video may pause due to slow connection time. Another helpful feature is the personal join screen prompt. This provides you with the opportunity to adjust camera angle and background clutter before joining the call.

TIP: Find a list of video chat best practices in our blog post, “7 Tips for Pitching TV Reporters During the Coronavirus Outbreak”

Alternatives: Skype has many of the same functionalities and is free for up to 50 people to meet and collaborate. Microsoft Teams, which has video conference capabilities with Skype integration, is another alternative for those who use the Microsoft Office suite of software. G Suite users have free access to Google Meet, which supports multiple users and doesn’t require separate software installation.

Zoom Supports Large Group Presentations and Gatherings

Zoom has quickly emerged as the most popular video conferencing software. Quick growth has not come without controversy including security concerns (hello Zoombombing!) and allegations of sharing private user data with Facebook. Challenges aside, basic Zoom features can be used free of charge with paid plans offering enhanced video conferencing features.

While Zoom can be used for just about any purpose and has all the functions that you’d expect—shared screen, appointment setting and ability to invite people to chat on the fly—it has quickly become a standout for meetings and presentations to larger audiences. The video conferencing software offers a number of handy features for larger group conferences. Examples include non-verbal feedback (such as hand raising), screen annotating for both presenter and viewers and ability to record a session direct to your computer. I particularly like the virtual background option, so people don’t have to see that you are actually calling in from your bedroom!

For instance, check out these beautiful vineyard backgrounds from our client partner, Visit Napa Valley.

Invite Your Co-Workers to Happy Hour with Houseparty

Let’s be honest, all work and no play are no fun. When it’s time to just socialize with your team, Houseparty is where it’s at. This video conferencing app alerts you when friends are “in the house” and allows users to jump in and out of chats as desired. There are also some fun features like games, including Heads Up!, Quick Draw and trivia, so you’ll feel like you are at the local pub for happy hour!

Strengthening Connections in the ‘Stay Home’ Era

By Licia Walsworth — Communications Strategist

How businesses can adapt via the virtual world

Individuals and businesses alike are experiencing a profound shift in reality, with life feeling more and more like the plot of a novel or movie. Organizations have seen their entire workforces confined to their homes. Schools and universities stand vacant. Small business owners have no customers coming through their doors. Friends, colleagues, teammates, and extended family members suddenly find themselves isolated from one another.

But a remarkable thing happens when people are faced with a challenge: They become innovators, problem solvers, and out-of-the-box thinkers.

Physical Distancing – Not Social Distancing

Technology makes it possible to keep the economy moving. It enables us to remain connected in ways that would not have been conceivable just a decade ago. In a world where coworkers had typically been spending more time with one another on a weekly basis than with their own families, the virtual world is now providing people with a unique opportunity for valuable human interaction — on a personal level, as well as on a professional level. Companies are adapting to virtual team meetings and telecommuting on a grand scale. If carried out correctly, these shifts can result in a greater sense of engagement and self-worth on the part of employees.

Connecting online actually does more than keeping us connected. It is strengthening connections by creating more personal or intimate interactions than coworkers could ever have had before. On a video conference call, for instance, coworkers might glimpse one another’s kids, pets, and home-based work spaces. This levels the playing field in a new way; it makes everyone human and more than just a title or job description. This increases the emotional investment coworkers, managers and direct reports have in each other. The old adage stands true: You work harder for those you care about and those who you know care about you.

That quick knock on the door to ask a question or to chat briefly has been replaced by such platforms as Microsoft Teams or Slack. The ability to quickly bounce ideas back and forth without multiple emails or an extended meeting makes for more efficient communication and a valuable savings on time.

Business-to-client interactions have seen a dramatic change, too. Marketing messages are more mindful, taking on a human element over sales-driven campaigns, as businesses of all kinds recognize that everyone is living in a new state of reality. Communicating to your target audience may mean pulling back from your business-as-usual marketing, but it does not mean sacrificing your brand. As client and customer priorities change amid crisis, companies must take the time to coach them through this next phase — whether that means making sure a client’s business keeps running or reassuring a customer that you will be there for them through the thick and thin. Interactions in this new reality matter; relationships strengthened in a time of need will continue to prosper moving forward.

From Karate to Cake-Making

Communicating in new ways is forcing innovation everywhere. Karate instructors are using Zoom to hold virtual classes. Schoolteachers and principals are using Twitter to stream book read-alouds or to recite the Pledge of Allegiance first thing in the morning. Grandparents are sharing cake-baking lessons with their grandchildren via Google Duo. Maintaining that level of interaction with students, loved ones, and your community during this time is crucial.

Business owners at all levels can find similar ways of engaging their customer base, strengthening connections in the virtual world, in order to continue moving their work forward and ensure they remain financially stable. That does not mean that you need to push your products or take advantage of your customers during a difficult time; it means staying true to your brand and what you can do for your audience. Consider distance learning education companies that are sharing strategies and tools for free not only with teachers, but also with parents who now find themselves homeschooling. Airlines and hotels that are waiving change and cancellation fees for travelers. Keep your loyal customers and be an example of goodwill during a time of crisis.

This is the time for strengthening connections to push a heightened sense of community and trust, to serve as a resource to your clients, and be an example in the virtual age to your team.