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The New Normal - 25 Lessons To Help Your Tourism Organization Thrive In The Age Of The Digital Consumer

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Troy Thompson
Troy Thompson

The traveling consumer has changed. Forever. Their expectations, demands, wants, needs and desires have changed due to technology, communication, globalization and economics. As tourism brands and travel providers, how are we reacting to this shift? What are we doing right and what are we doing wrong? And, do we have to do everything? Covering a range of topics and trends, including social, mobile, branding, customer service, positioning and sustainability, The New Normal will challenge your thinking while providing much needed to relief and direction for your consumer strategy. (Version presented at the Hoosier Hospitality Conference.)

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The NEW NORMAL 25 LESSONS TO HELP YOUR TOURISM ORGANIZATION THRIVE IN THE AGE OF THE DIGITAL CONSUMER.
@travel2dot0 • #HHC2013 @travel2dot0
@travel2dot0 • #HHC2013 #HHC2013
@travel2dot0 • #HHC2013 KICKING OFF #HHC2013 W/ A KEYNOTE FROM @travel2dot0.
@travel2dot0 • #HHC2013 slideshare.net/ tthompson
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013 THOUGHT LEADER
@travel2dot0 • #HHC2013 ANNOYING
@travel2dot0 • #HHC2013 ONE OF THE FOUR HORSEMEN OF THE DIGITAL APOCALYPSE
@travel2dot0 • #HHC2013 A HANDSOME DREW CAREY
@travel2dot0 • #HHC2013 Troy
@travel2dot0 • #HHC2013 Troy Drew
@travel2dot0 • #HHC2013 The LESSONS
@travel2dot0 • #HHC2013 No. 1 KNOW THE MARKETPLACE.
@travel2dot0 • #HHC2013 THE AVG. DMO GETS ABOUT 22% OF WEB TRAFFIC FROM MOBILE. Source: Mark Research Report / How Travelers are Engaging with Destinations on the Mobile Web / December 2012
@travel2dot0 • #HHC2013 WEB VISITS FROM TABLETS GREW 10X FASTER THAN MOBILE. Source: Adobe® Digital Index Report / May 2012
@travel2dot0 • #HHC2013 AIRBNB IS FILLING MORE ROOM NIGHTS THAN HILTON HOTELS. Source: TechCrunch / December 2012
@travel2dot0 • #HHC2013 pewinternet.org destinationanalysts.com travel2dot0.com
@travel2dot0 • #HHC2013 ASK YOUR No. 2 CUSTOMERS WHAT THEY THINK.
@travel2dot0 • #HHC2013 'consumer surveys'
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013 No. 3 STOP CALLING IT BRANDING.
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013 STORY + EXPERIENCE / EXPECTATION = BRAND
@travel2dot0 • #HHC2013 Gran Bahia Principe Punta Cana
@travel2dot0 • #HHC2013 Gran Bahia Principe Punta Cana
@travel2dot0 • #HHC2013 L'Enfant Plaza
@travel2dot0 • #HHC2013 L'Enfant Plaza
@travel2dot0 • #HHC2013 UNDERSTAND No. 4 YOUR PLACE IN THE FUNNEL.
@travel2dot0 • #HHC2013 No. 6 TIM ALLEN IS A JERK.
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013 No. 6 BE USEFUL + HELPFUL.
@travel2dot0 • #HHC2013 YOU BETTER BE REALLY FUNNY OR REALLY USEFUL. START W/ USEFUL.
@travel2dot0 • #HHC2013 BRAND No. 7 LOYALTY HAS BEEN REPLACED.
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013 UTILITY IS No. 8 THE NEW LOYALTY.
@travel2dot0 • #HHC2013 CUSTOMER No. 9 SERVICE IS SOCIAL.
@travel2dot0 • #HHC2013 YOUR SOCIAL STRATEGY IS GREAT CUSTOMER SERVICE.
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013 PASSION No. 10 MAKES IT EASIER.
@travel2dot0 • #HHC2013 or
@travel2dot0 • #HHC2013 or
@travel2dot0 • #HHC2013 or
@travel2dot0 • #HHC2013 WOULD YOU GET A LOGO TATTOOED ON YOUR ASS?
@travel2dot0 • #HHC2013 Coca-Cola
@travel2dot0 • #HHC2013 Harley-Davidson
@travel2dot0 • #HHC2013 ET
@travel2dot0 • #HHC2013 Apple
@travel2dot0 • #HHC2013 Geek Squad
@travel2dot0 • #HHC2013 Google
@travel2dot0 • #HHC2013 ALF
@travel2dot0 • #HHC2013 Popeye's
@travel2dot0 • #HHC2013 Mitt Romney
@travel2dot0 • #HHC2013 Eli + Payton
@travel2dot0 • #HHC2013 CONSUMER PASSION MAKES SOCIAL MEDIA EASIER.
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013 115 RTs 1,370 RTs 16,000 RTs
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013 THE GOAL IS No. 11 GOALS, NOT FANS.
@travel2dot0 • #HHC2013 78k Passion Ceiling 7k
@travel2dot0 • #HHC2013 4. SALES
@travel2dot0 • #HHC2013 3. LOYALTY 4. SALES
@travel2dot0 • #HHC2013 2. POSITIONING 3. LOYALTY 4. SALES
@travel2dot0 • #HHC2013 1. SERVICE 2. POSITIONING 3. LOYALTY 4. SALES
@travel2dot0 • #HHC2013 YOU NEED A LAUNCH, COMM. + EXIT PLAN FOR EACH CHANNEL.
@travel2dot0 • #HHC2013 No. 12 ENCOURAGE YOUR FANS.
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013 EXPECT THE No. 13 SHIT TO HIT THE FAN.
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013 No. 14 BE PREPARED TO RESPOND.
@travel2dot0 • #HHC2013 SOCIAL CRISIS PLAN SHOULD INCD. STAFF OUTSIDE OF SOCIAL DEPT.
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013 DON'T No. 15 RESTRICT YOUR EMPLOYEES.
@travel2dot0 • #HHC2013 PRETEND YOU ARE SHARING THIS WITH YOUR MOTHER.
@travel2dot0 • #HHC2013 4. MONITOR
@travel2dot0 • #HHC2013 3. NO MOBILE 4. MONITOR
@travel2dot0 • #HHC2013 2. PERSONAL 3. NO MOBILE 4. MONITOR
@travel2dot0 • #HHC2013 1. TRUST 2. PERSONAL 3. NO MOBILE 4. MONITOR
@travel2dot0 • #HHC2013 STOP No. 16 LISTENING TO GURUS. AND NINJAS.
@travel2dot0 • #HHC2013 EVERY FACEBOOK 'GURU' HAS A MAX OF 7 YRS. EXPERIENCE.
@travel2dot0 • #HHC2013 No. 17 DON'T BUY FRIENDS.
@travel2dot0 • #HHC2013 3. TWEETS
@travel2dot0 • #HHC2013 2. FB FANS 3. TWEETS
@travel2dot0 • #HHC2013 1. EMAILS 2. FB FANS 3. TWEETS
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013 DON'T ASSUME No. 18 YOU NEED AN APP.
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013 getlisted.org
@travel2dot0 • #HHC2013 UNDERSTAND + No. 19 ACCEPT YOUR LIMITATIONS.
@travel2dot0 • #HHC2013 PEOPLE WANT TO TALK W/ PEOPLE, NOT BRANDS.
@travel2dot0 • #HHC2013 DON'T GET No. 20 TRICKED BY TECHNOLOGY.
@travel2dot0 • #HHC2013 DON'T No. 21 OVERTHINK THIS SHIT.
@travel2dot0 • #HHC2013 No. 22 BE TRANSPARENT.
@travel2dot0 • #HHC2013 No. 23 FOCUS ON THE CORE.
@travel2dot0 • #HHC2013
@travel2dot0 • #HHC2013 No. 24 SAY 'NO' MORE OFTEN.
@travel2dot0 • #HHC2013 No. 25 ENJOY YOUR JOB.
@travel2dot0 • #HHC2013 THANKS
@travel2dot0 • #HHC2013 troy@travel2dot0.com 720-515-6010

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