Today we will be analyzing Firmdale Hotels Group digital media effort and their interaction with guests.
In order to understand better a guest's lifecycle below you'll find a chart representitive of the seven stages of this cycle.
Important to know is that all the pictures were taken while visiting the website and application on a smartphone.
We will start with the website of the group.
The website is accesible and easy to use on a smartphone therefore, more convinient for the society of today that is mostly using mobile phones to not only book but also communicate.
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| Firmdale Hotels Website |
The website however, can be a confusing while visiting it at first sight. Nevertheless, the upper bar with the booking button is easy to be used. The first impression the group's web pages gives us is for a luxury properties offering different services such as clothing line and events organisation. The website represents the group's origin, being from UK.
It gives the guest the chance to discover a luxury properties with british touch and definetly lets them dream about a stay in one of the hotels. It is visible and easy to select the property the client might be interested in and as the book upper bar is visible and easy to use the booking process is not a burden.
We are now taking a look on their facebook page. First we can see that they have a logo that is not easily associated to a hotel brand but more to a fashion one. they have only 5 star reviews but the number of customers that left a star are not numerous, only 60. However, they have more people who liked the page, 9 243. or a group that has many properties we can say that the interaction of guests on the social media is very low. These evaluations are with comments which is a positive side. They share their stay with these positive review.
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| Instagram page |
We can observe that they are a lot more present on their Instagram page. The group has a lot of followers and more posts which helps guests to share their experience.
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| YouTube channel |
Their effort on YouTube is barely present. They have only 15 videos and do not even have a profile picture. Without the logo as a profile picture it is difficult to recognize the brand easily on YouTube without looking the videos they have posted.
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| LinkedIn profile |
On the positive side they are even present on a Social media such as Linked In which helps them interact with employees and future talents easily. You have probably got acquainted with the group during a stay but their presence on this social media facilitates the interaction and conversation is another aspect beign the professional world.
Firmdale group is also very present on Twitter. With more than 4 000 posts and 4 000 likes they show themselves very active on this social media with a regular posts. They have close to 13 000 subscribers that follow and interact them.
On Pinterest we can observe that there are many poeple and probably guests that admire the decor of the properties. And the group is very present on this social media as well publishing regular posts with high quality photos that keep people longing to visit one of the hotels.
Their Tumblr page how ever is not present. They don't have an account and have been mentionned via the hashtag only in two posts that are from 2012 as we can see it in the title.
The group is very active on Flickr which gives the oppportunity to many people to have a look and admire the personalized rooms, giving an important insight.
As a conclusion, we can say that they are more or less represented on socia media in general. They haev good interaction and possibility to interact with guests and future clients through some medias but have completely deserted some other one.
With High quality pictures and good review they complete as well stage number seven of a guest's lifecycle, being the one for them to return back and stay at one of the hotels of the group.
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| Footprint digital map assembling all of the group's representation on social media |
Hope you enjoy it and find it interesting
Sincerely yours,
The one that discovered what a digital footprint map is
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