Royal Caribbean and the next wave of communication

By Tom Stieghorst
When cruise lines have something to say to the world, there are a growing number of channels to deliver the message.

An example is the Google Plus Hangout session that Royal Caribbean International used to tout its entertainment program on the Quantum of the Seas.

I wasn’t familiar with Google Plus Hangout, although a (younger) work acquaintance said she used it heavily to plan her recent wedding. It is a mash-up of several Google products that enables 10 people to have a video exchange, while being able to display content on the Internet and holding a simultaneous chat conversation with a (world) wide audience.

I think we’re going to see more of these and less of traditional announcements, media briefings, press releases and the like.*TomStieghorst

They allow for both the social media component, important for attracting users who swim in that ocean, and a lot of multimedia morsels, such as videos, live webcasting and audio.

Royal reached several audiences at once with its Hangout, including past passengers, the media and interested travel partners.

Those audiences were reflected in the half-dozen people that Royal picked to participate on video feeds, such as an editor from Backstage magazine and a Crown & Anchor Society member.

Also included was a social media “influencer” (someone who is tracked and followed by many devotees of Facebook, Twitter, Instagram and the like) and a former Royal cast member who has moved on to a touring production of “The Book of Mormon.”

It was evident throughout that the Hangout was aimed in part at recruiting new performers. Broadway singer Kristen Chenoweth, the Quantum’s godmother, lent her credibility to the effort, describing how Royal’s entertainment innovations work for the performers as well as for the guests.

Nick Weir, vice president of entertainment at Royal, noted that unlike Broadway, entertainers don’t even have to take a taxi to get to their jobs on a ship.

Las Vegas entertainers were also in Royal’s sights. Weir and Chenoweth twice mentioned the Hyde nightclub at the Bellagio Hotel, which hosted the chat. Along with a full-length Broadway production of “Mamma Mia,” the Quantum will offer acts such as Santa Fe and the Fat City Horns, a band popular in Las Vegas that will appear remotely on video screens in Quantum’s Two70 lounge.

So the Google Plus Hangout, for those who saw it, provided an intriguing new launch pad for Royal’s Quantum entertainment package. Royal may have been first to explore it, but I’m guessing it won’t be the last.

Guest Post: January’s good, bad and ugly on social media

By Travolution

By Travolution

By Dean Harvey, Digital Development Director at Designate.

We’re well into the New Year now and a fresh release of TV advertising from the travel industry is all over our screens, enticing us to think about sunnier days ahead and forget the gloomy weather outside.

The dynamics between established media and social media are largely unknown as it is relatively new and not yet mature (when compared to traditional media such as press, TV or radio).

Double screening* techniques are being explored by brands – such as using Twitter hashtags as part of their TV advertising.

The theory being that while watching TV you also are multi-tasking and using your smartphone or tablet. In doing so you can start or continue a conversation directly with your audience – while being prompted by your TV adverts.

A quick look at those social media ‘conversations’ can be insightful about the impact of and reaction to a campaign.

Starting with the Ugly, it’s too tempting not to include the latest opus from Thomson in this section.

It is called ‘Simon The Ogre’ after all, who by his nature is ugly. The campaign is the brainchild of Gavin McGrath, creative director at the Thomson’s agency BMB and directed by Fredrik Bond.

Described as more of a mini movie than a TV advert it depicts an ogre, representing a de-humanised Dad of a family, who gradually becomes more human again as a result of being on a Thomson holiday.

Simon is ugly, but so too is some feedback online where it seems to have divided and polarised opinion.

Here’s just some of the conversation if you are following the Thomson hashtag #MeAgain.

1

And at the other end of the spectrum there is lots of positive sentiment too, making this release seem as if it’s achieved a ‘Marmite’ effect where people “love it or hate it”.

2

So for this edition of Good, Bad and Ugly it also gets my vote for being ‘Good’ too. There’s no such thing as bad publicity, right?

Also, experimenting with new dynamics but sitting in the ‘Bad’ pile is British Airways.

Using double screening, their new TV ad is featured on their YouTube channel with additional functionality – at the right time in the advert the user is invited to click into the video taking them instantly through to the right part of the website, such as the ‘holiday finder’ or the inspired ‘picture your holiday’.

Nice. Using Jake Bugg as a soundtrack can’t have been cheap – but that seems to have been the only thing that has inspired its viewers.

3

There’s a missed opportunity here to use a Twitter hashtag on the TV advert to guide viewers towards the additional functionality of their website.

To redeem themselves, however, BA chose instead to use an outdoor advertising campaign that directed people to Twitter.

The #lookup campaign is a storming success, using interactive poster sites with children pointing every time one of their planes flies overhead.

Take a look for yourselves and join the million-plus people that have done so.

This is a great example of exploiting the dynamics between old and new media, coming together to work hard for the brand. Very clever, very good.

*Double Screening – The art of watching TV while simultaneously surfing on a laptop, smartphone or tablet.

– See more at: http://www.travolution.com/articles/2014/01/17/7459/guest-post-januarys-good-bad-and-ugly-on-social-media.html#sthash.5d6wXAeZ.dpuf

Mobile tech to take lion’s share of travel firm spend, finds TTE research

By Travolution

By Travolution
Image via Shutterstock

Mobile technology will take the lion’s share of expenditure by travel companies this year, according to research for Travolution by Travel Technology Europe.

Mobile accounted for 72% of additional technology spend expected in 2014, followed by social media at 44% and reservations systems at 34%.

Likewise, mobile apps/websites are seen as the biggest trend (42%) for technology companies in the travel sector this year.

The study also found that more than 80% of respondents plan to spend more on technology in 2014.

Travel Technology Europe event manager Sarina Patel said: “2014 is set to be a year of investment in technology. The overwhelming response that 83% of Travel Technology Europe’s survey respondents expect their customers to spend more on new technology in 2014 is simply staggering.

“Almost three quarters (72%) of this expenditure is expected to be around mobile technology, compared to just 34% into features like reservations systems.

“Interestingly, not only is the travel technology world gearing up for the year of mobile, it is planning the relevant investments to deliver what is expected to be a real step change.

“We’re looking forward to hearing how our exhibitors and attendees convert this optimism into commercial success during the event.

“At the 2014 edition of Travel Technology Europe we will have a number of sessions dedicated to the mobile minefield with platforms for buyers, developers and innovators to shape the ideas that will change how mobile technology is embraced within the travel sector. It promises to be an exciting occasion.”

The full research findings:

1. On what technological areas do you expect travel firms to spend more on in 2014?

  • Mobile – 72%
  • Social – 44%
  • Reservation Systems – 34%
  • Customer Relationship Management – 43%
  • Call/Contact Centre – 12%
  • Front end websites – 38%
  • Payments – 21%
  • Accountancy/back end systems – 12%
  • Supplier (API) connectivity – 31%
  • Analytics/Business Intelligence – 48%

2. Of the following what do you think will be the biggest trend for technology firms in 2014?

  • Cloud computing – 12%
  • Personalisation engines – 12%
  • Mobile apps/websites – 42%
  • Targeted/behavioural marketing 8%
  • Search Engine Marketing – 5%
  • Social Media Marketing – 5%
  • Big Data – 16%

3. What’s the biggest challenge buyers of technology in travel are looking to overcome?

  • Systems integration – 32%
  • Legacy Systems – 15%
  • Costs/Lack of Resources – 18%
  • Follow-up Support – 11%
  • Speed to Market – 10%
  • Proliferation of Channels – 11%
  • Proliferation of Devices – 5%

4. Overall are your customers planning to spend more or less on bringing in new technology in 2014?

  • More – 83%
  • Less – 17%

5. What is the most common mistake travel technology buyers make when choosing technology?

  • Requirements are badly specified – 39%
  • Unrealistic delivery and post-sale expectations – 39% Inadequate in-house expertise/support – 22%