Social-Media Smackdown: Facebook vs. Twitter
How are airlines, travel agencies, and cruise lines using social-networking sites to communicate with travelers? Which is a better tool for talking to customers: Facebook or Twitter? And, from a business perspective, which delivers a bigger return on investment?
These were some of the questions we had for Virgin America CEO David Cush, Travelocity CMO Victoria Treyger, and Seabourn Cruise Line CEO Pamela Conover at our Condé Nast Traveler conference yesterday at The Pierre Hotel in Manhattan.
Cush told us that Virgin America uses Facebook for developing "brand zealots," whereas Twitter is more for "conflict resolution"which often occurs in real time, thanks to Virgin's onboard Wi-Fi. Facebook delivers the bigger return on investment when it comes to "longterm engagement," although Twitter can deliver bursts of "short-term intense buzz."
As for Seabourn, Conover said that the cruise line has had better success with Facebook when it comes to creating a dialogue with passengers. Facebook also allows Seabourn guests to communicate with each other and share word-of-mouth online.
Click on the videos above to hear the complete answers. And, for advice on "How to Tweet Your Way to Amazing Travel Deals," read my October Perrin Report, which includes a list of 21 twitterers to follow and why.
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Great post on Facebook vs Twitter. Both have their place for different message delivery, as does YouTube.
While I read your post, I clicked on the video initially. (I love my Flip Mino for on the spot interviews.)
In this era of social media, it seems that all travel writers/bloggers, airlines, travel agencies and cruise lines need a presence across Facebook, Twitter & YouTube. If that doesn't zap your free time, try adding a blog to round out your online presence.
http://twitter.com/Nancydbrown
http://www.youtube.com/Nancydbrown
http://www.Nancydbrown.com
Posted by: WhataTrip | October 16, 2009 at 02:20 PM
Social media are so time sensitive that one needs to be on deck almost 24/7. It is sometimes a real scramble to stay on top of the events of the day - an absolute necessity.
What do these companies say about the demographics of Facebook and Twitter relative to their client base? Are they cultivating a new client base or primarily keeping their current base informed?
http://twitter.com/zippyreviews
http://www.youtube.com/zippyreviews
http://www.zippyreviews.com
Posted by: travelhappy | October 16, 2009 at 04:21 PM