Destination websites should apply results-driven practices to their marketing strategy online. Measuring ROI or CPA can help make an destination organization more effective --attracting customers, influencers, partners, visibility and building revenue.
The Internet has changed the way customers interact with the travel, entertainment and tourism industry. Online marketing can be hugely beneficial or even critical for parks, museums, destination spaces, hotels, cities, etc. Many organizations still only approach marketing from the perspective of direct or transactional marketing--ignoring much of the customer lifecycle that offers numerous opportunities.
Tracking costs to determine CPA/ROI is critical to have an accurate picture of where to invest in the future. If an organization only measures the last touch, then ROI is not accurately measured. Many destination organizations will drop campaigns because of a perceived lack of value because "visitors are not converting." It is critical to track the full lifecycle. Many visitors may begin the relationship with PPC but convert weeks latter with a social media post (for example / or vice versa).
Below is an example of three (potential) key stages of a conversion process. Here we are measuring the conversion from subscribers to leads and from leads to customers. Below is a goal measurement chart focusing on leads from a website campaign.
The first step in using social media for a destination brand is to determine which social media channels are key to the success in selling the product, service or experience. Within these channels, what behaviors are worth monitoring and defining as a measurement of success.
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