Médias sociaux et tourisme
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Veille et innovation dans le domaine du tourisme
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What's Your Mobile Marketing Resolution For 2016?

Marketing experts from Marketo, Hanapin, Bizible, AdRoll, and Invoca share their mobile marketing resolutions for 2016.

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Eric_Determined / Eric Silverstein's curator insight, February 11, 3:55 AM

What resolution will you apply in your mobile marketing efforts for 2016?

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Are You Ready For: ‘Internet of Me’ ?

Are You Ready For: ‘Internet of Me’ ? | Médias sociaux et tourisme | Scoop.it
In the Internet of Me, consumers tell you who they are and their motivation at this moment. Is your brand listening and competing for them?

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 27, 10:46 PM

"A successful experience becomes one that is very personalized rather than simply a brand experience.

 

Consumers don’t care about channels or brand priorities or ads, but rather that brands engage with them. In other words, customers define their own journey, choosing where and how to engage with said brand, and whether they go beyond that initial interaction and eventually transacts.

 

The stakes are even higher as consumers give up data about themselves and their expectations for relevant content and experiences grows.


It means brands and marketers must make good use of the data that comes from devices and to use interactions to understand customer behavior and to personalize and deliver experiences.


You need to invest in a digital foundation that allows you to assemble real-time and relevant consumer experiences as agile as your marketing campaigns change without compromising on customer concerns like security - do you agree?"

Dominique Mayon's curator insight, January 28, 2:35 AM

A true challenge for companies in their relationships with customers

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Following Journey Mapping’s Future Path

Following Journey Mapping’s Future Path | Médias sociaux et tourisme | Scoop.it
Anna Papachristos

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Eric_Determined / Eric Silverstein's curator insight, May 29, 2015 2:02 AM

"From #mobile devices, to the #IoT, emerging technologies will play an integral role in how companies map the increasingly erratic customer journey and approach customer engagement strategy", do you agree?


"Over the years, the concept of #customer #journey mapping has slowly gained more acceptance, as businesses are beginning to recognize the value such strategies bring when trying to develop more holistic, consistent #customer #experiences. In fact, Thompson notes that journey mapping may be the most crucial step in realizing that vision, as such guides enable everyone across the company to work from the same playbook on how to approach customer service by examining an array of fundamental questions:


  • How are our customers reaching us?
  • How do they feel at various touchpoints?
  • Why are they choosing one point of contact over another?
  • How are we responding during these interactions?

 

Customers seek brands that understand their journeys and offer improved experiences, as anticipating expectations and aligning business processes and technologies across departments to meet consumer needs serves as the prime differentiator in any industry.


Therefore, companies must address every stage of consumer behavior— awareness, consideration, purchase, service, and #loyalty—to break down silos and determine which elements truly need work.


As technology continues to generate twists and turns throughout the customer journey, companies may need to alter their #engagement strategies in an effort to reach customers where they work and play.


"These new devices also offer new sources of behavioral information that are key to marketers, such as new ways to signal purchase intent. If I'm wearing a @Nike Fuel Band, for example, when I walk past an exciting display, and my heart rate rises, might that signal an advertiser to send me an attractive offer to induce me to move forward with a purchase? Sounds a little like 'Minority Report', but the technology is available to offer those types of experiences today."


Share your thoughts on the Nike example?

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The mobile majority in travel

The mobile majority in travel | Médias sociaux et tourisme | Scoop.it

There is a clear mobile majority in travel across all demographics for the first time ever, says the latest Travel Technology Survey from Phocuswright. The report, which covered habits in 2014, found that smartphone penetration has reached the majority in all demographics, with 76% of those aged 55-64 and 58% of those 65 and older owning a smartphone. This milestone heralds the achievement of the true mobile majority - travel brands can now count on nearly all travellers to have access to a smartphone. Tablets are also more popular than ever, with 6 out of 10 travellers now possessing one, up from 44% in 2013. Laptops remain less popular than smartphones among travellers, with 79% likely to own a laptop compared with the 87% that own a smartphone. Click here to learn more.


Via Tourism Australia , Andrea Rossi, Roland Schegg
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The New Science behind #Customer #Loyalty

The New Science behind #Customer #Loyalty | Médias sociaux et tourisme | Scoop.it
The power of Customer Experience and growing competition are driving companies to take a more scientific approach to building customer loyalty.The term Customer Experience is becoming increasingly used to describe all the touch-points, engagements and interventions that your customer has with your people, your products and services, and your brand. Ensuring a consistent and positive experience throughout these will ensure customers are happy to continue spending money with your company rather th

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Callixtus BLACKETT JR's curator insight, February 18, 2015 8:04 AM

We all need to review our customer loyalty strategies and make use of the deluge of data we have at our disposal in order to create a better customer experience that helps us win, serve and retain customers in a more profitable manner.

Darcy Bevelacqua's curator insight, February 19, 2015 4:56 PM

Customer experience is more important. Understanding how to make it easy and efficient is essential to long term growth. It's important to get started now. 

Mike Donahue's curator insight, February 20, 2015 10:53 AM

I like that Forrester factors emotions into their ranking, something NPS does not, making for a more complete measurement and predictor of consumer loyalty.

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The Mobile Game Is On (For Every Brand)!

The Mobile Game Is On (For Every Brand)! | Médias sociaux et tourisme | Scoop.it
Jeffrey K. Rohrs, VP of marketing insights for @Salesforce shares insights from their 2015 State of Marketing Survey, expecting 34% of marketers worldwide to launch a #mobile app this year. "There ...

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 28, 2015 8:16 PM

2015 State of Marketing Survey anticipates 34% of marketers worldwide to launch a #mobile #app this year.


If you take into account the number of existing apps, what would you like to see added or changed from your current experience?


Share your thoughts about @SNAPCIOUS

Marketing Leap's curator insight, January 29, 2015 6:38 PM

Now this is a brilliant insight into the future of Marketing and Mobile. It's certainly got me looking at what I can do for my clients...

Bharat Employment's curator insight, January 29, 2015 11:37 PM

www.bharatemployment.com

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Blurring the lines between #Digital & Physical to deliver the best #CustExp!

Blurring the lines between #Digital & Physical to deliver the best #CustExp! | Médias sociaux et tourisme | Scoop.it
After what most would consider a brutal holiday shopping season last year thanks to a well-publicized data breach, Target is rebounding with a slew of mobile and digital investments aimed at driving foot traffic.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, December 10, 2014 3:48 AM

With brands such as @Target leveraging #mobile games with in-store experience through unique codes to unlock the next level, it's important for the future of retail to blend digital with physical, do you agree?


I had posted a previous article of successful campaigns from @MarcJacobs & @Nordstrom leveraging their social engagement via @Twitter & @Pinterest to drive results:


http://sco.lt/8p3ds9 "How to Link Social Engagement with Real Business Results"


Share your thoughts.

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Les Galeries Lafayette lancent leur appli de géolocalisation instore

Les Galeries Lafayette lancent leur appli de géolocalisation instore | Médias sociaux et tourisme | Scoop.it

Via Jérôme MONANGE, sophie mazon Recrutement Mode et Luxe
SL's insight:

Quelle belle déclinaison de l'accueil client digital !

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L’Egypte propose une application mobile - Destination sur Le Quotidien du Tourisme

L’Egypte propose une application mobile - Destination sur Le Quotidien du Tourisme | Médias sociaux et tourisme | Scoop.it
L’Office de tourisme d’Egypte lance sa nouvelle application mobile, Egypt Travel, qui permet aux utilisateurs de préparer leurs vacances en Egypte.

Via Murice Rodolphe, Julia B.
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Facebook Looks Beyond the Social Media Part of Its Business - Mobile is key

Facebook Looks Beyond the Social Media Part of Its Business - Mobile is key | Médias sociaux et tourisme | Scoop.it
Carolyn Everson, vice president of global marketing solutions at Facebook, candidly discusses the challenges in real-time marketing, the value of native ads and the increased focus on mobile.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 28, 2013 2:27 PM

“Mark Zuckerberg’s vision is that marketing should be as compelling and engaging as the content you would see from your family and friends.”

 

@KitKat example provided is a good one. They recognized the opportunity at hand.

 

Brands advertising will need to adapt, offer the right message, at the right time, for each consumer.

 

Do you agree that Facebook is well positioned to capture the right Data and offer the right engagement for brands to connect with consumers? 

 

On the Mobile front, I certainly agree with Carolyn Everson:

 

"The scale on mobile has achieved such a high level that brands are looking at mobile as a true brand-building platform. That’s a very important driver of how we think about our business and our opportunity to be an indispensable business partner to our marketers because we’ve got incredible scale in the mobile environment. It’s where consumers are spending more of their time. Mobile is the first screen, and I think it’s the most important screen, which means it’s going to be used for virtually every aspect of the marketing funnel—from brand building all the way to driving very specific direct-response objectives."

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Plus de la moitié des transactions en m-commerce en Europe sont effectuées via l'iPad selon les données de Zanox.

Plus de la moitié des transactions en m-commerce en Europe sont effectuées via l'iPad selon les données de Zanox. | Médias sociaux et tourisme | Scoop.it

Avec sa dernière étude, Zanox relève que plus d’une transaction mobile sur deux a été effectuée depuis un iPad. Le chiffre d’affaires généré à partir d’iPhone représente quant à lui 23% du volume total, tandis que la part revenant aux terminaux Android est de 21%.

 

En outre, 27,13% des transactions quotidiennes sur iPad ont lieu entre 18h et 21h. Et l'activité s'accroit le dimanche sur ce terminal. Elle est en effet environ 25% plus élevée que la moyenne des autres jours de la semaine.


Enfin, les marchands et spécialistes de la mode ont à eux seuls engendré 68% du chiffre d’affaires du m-commerce sur iPad, en France, au cours des neuf premiers mois de 2012. Zanox France constate « un dynamisme particulièrement marqué » des secteurs de la Distribution (222%), des Télécommunications (223%) et du Tourisme (213%) pour les transactions sur iPad sur la période janvier-septembre 2012 vs janvier-septembre 2011.


Via Softmobiles, Laura K., E-tourisme
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Laura K.'s curator insight, January 7, 2013 5:51 AM

Notons la progression phénoménale des transactions liées au tourisme sur l'Ipad en 2012 (+213 % par rapport à 2011 !).

Chers pros du tourisme, on pense donc responsive lors de la création / refonte de son site web :)

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Nouveauté - Nestor, le guide touristique

Nouveauté - Nestor, le guide touristique | Médias sociaux et tourisme | Scoop.it

"La région de la Montérégie a été choisie pour inaugurer la première édition d'une nouvelle application mobile dans le domaine du tourisme appelée Nestor. Ce..."

 

Une nouvelle application démontrant encore une fois l’impact des nouvelles technologies sur le m-tourisme.


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Internet Mobile : le voyage a le vente en poupe!

Internet Mobile : le voyage a le vente en poupe! | Médias sociaux et tourisme | Scoop.it

Le secteur des voyages séduit toujours plus de mobinautes.

 

En juillet 2012, 20,4 millions de Français se sont connectés au moins une fois à un site ou à une application mobile, selon Médiamétrie / NetRatings.

 

A titre de comparaison, ils étaient 18,7 millions de mobinautes il y a 1 an. "Les mobinautes représentent désormais la moitié du nombre d’internautes", souligne Médiamétrie.

 

Et le voyage fait partie des secteurs plébiscité : en juillet 2012, 44% des mobinautes se sont connectés au moins une fois à un site ou une application de la catégorie voyages (Compagnies aériennes, Destinations, Transport terrestre, Guides hôteliers, Plans, cartes et itinéraires).

 

"C’est l’une des plus fortes évolutions d’audience sur le mois de juillet", précise encore le spécialiste des études médias.

Le profil du mobinaute friand de voyage ? Ce sont des hommes à 60,9% (alors qu’ils comptent pour 58,5% des mobinautes), CSP+, habitant en Région Parisienne et âgés de 25 à 49 ans.


Via Benoit Renoux, Jean-Claude Morand, SL
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Commerce connecté : quelle réalité en 2016 ?

Commerce connecté : quelle réalité en 2016 ? | Médias sociaux et tourisme | Scoop.it
Réalisée en 2016 par CCM Benchmark Institut et l’Université Paris Dauphine, cette infographie décrypte les principales tendances en matière de commerce connecté. Produits les plus achetés en ligne, paniers moyens, devices utilisés, canal d’achat… les principaux indicateurs du commerce connecté sont passés au crible.
Découvrez l'infographie :

Via Jérôme MONANGE, luc Vandendriessche
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Jérôme MONANGE's curator insight, January 27, 8:06 PM

Le commerce connecté confirme l'utilisation grandissante des devices mobiles, mais aussi toujours la prédominance des achats en magasin. Reste à trouver au magasin le lien avec le parcours connecté préalable de son client ... Au delà des outils apportés par le cross canal et en cours d'installation selon le niveau de maturité digitale de l'enseigne. La digitalisation des points de vente  est une des réponses à apporter à la nécessité d'un parcours d'achat sans rupture et au besoin d' expérience exprimé par un shopper toujours plus exigeant..

 

Jérôme MONANGE  

Marketing & Communication & Retail & Expérience Client & Luxe & Future of Retail & Cross Canal 

www.tikimee.com/jerome-monange

@JeromeMONANGE

Lab RETAIL 2025 : http://goo.gl/xnxXTI

Lab LUXURY and RETAIL 2025 : http://goo.gl/9u19bM

Bérénice Poircuitte's curator insight, January 28, 5:52 AM

Le commerce connecté confirme l'utilisation grandissante des devices mobiles, mais aussi toujours la prédominance des achats en magasin. Reste à trouver au magasin le lien avec le parcours connecté préalable de son client ... Au delà des outils apportés par le cross canal et en cours d'installation selon le niveau de maturité digitale de l'enseigne. La digitalisation des points de vente  est une des réponses à apporter à la nécessité d'un parcours d'achat sans rupture et au besoin d' expérience exprimé par un shopper toujours plus exigeant..

 

Jérôme MONANGE  

Marketing & Communication & Retail & Expérience Client & Luxe & Future of Retail & Cross Canal 

www.tikimee.com/jerome-monange

@JeromeMONANGE

Lab RETAIL 2025 : http://goo.gl/xnxXTI

Lab LUXURY and RETAIL 2025 : http://goo.gl/9u19bM

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Mapping a Mobile App User's Journey

Mapping a Mobile App User's Journey | Médias sociaux et tourisme | Scoop.it
Mobile - Check out these stats to better understand mobile users' behavior and to establish a strong path to conversion.

Via Eric_Determined / Eric Silverstein
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Bérénice Poircuitte's curator insight, January 7, 3:08 AM

How are you engaging your users, and rewarding their social activities to drive new mobile app downloads?


"Remember, the biggest ROI is not about how sleek your app is, it is about how you engage with the user"

elearning at eCampus ULg's curator insight, January 10, 5:05 AM

Nice mapping on Mobile usage

Cotton's curator insight, January 16, 12:12 AM
Very cool info graphic.
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#CX Disconnects - 5 Steps to Creating the RIGHT Customer Experience

#CX Disconnects - 5 Steps to Creating the RIGHT Customer Experience | Médias sociaux et tourisme | Scoop.it
Customer Experience is maturing. I rarely hear the phrase “customer service” anymore, and most business leaders know what acronyms like CX and VoC mean – without even Googling them.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, May 5, 2015 2:40 AM

“A brand is no longer what we tell the consumer it is – it is what consumers tell each other it is.”

 

Lonnie Mayne shares valuable insight across 5 key steps every organization should implement.


"Last year, Gartner declared #customer #experience “the new competitive battleground.”  As you embark upon the fight for market share, be wise in the strategies and tactics you deploy. While you should learn from the past, the only sure way to win and keep the hearts, minds and dollars of your customers is to take time to create an authentic environment -- one made up of individual experiences that are true to the #relationship you want with your customers. And then, push yourself elegantly beyond that goal."


In your experience, which step has been the most difficult for some brands to implement?

Chrissie Webber 'Powering Business Potential''s curator insight, May 5, 2015 4:41 AM

Customer Service has changed dramatically and social media is at the heart of this change. Businesses who use social media as part of their marketing mix really have to take their service to a new level to compete in a market where word of mouth is viral. Read this great article for a better insight into the issue. 

Darcy Bevelacqua's curator insight, May 5, 2015 4:32 PM
#Customer Experience is more imporatant and knowing how to get your organization engaged will be critical to your success.
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4 key #mobile market trends in 2015

4 key #mobile market trends in 2015 | Médias sociaux et tourisme | Scoop.it
2014 was the year that mobile stopped being the next big thing and became THE BIG THING. In 2015, we can identify four types of apps, each with their own characteristics and challenges.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, February 25, 2015 2:05 AM

1. Mobile Commerce - #Engagement

2. Mobile Games - #Gamification

3. Utility #Apps

4. #Social Apps


Do you agree with the 4 #Mobile trends above?


Which other trends do you foresee?

Michelle Batt's curator insight, February 26, 2015 9:33 AM

Like! but consider this: Mobile/IT app developers are missing a BIG opportunity. Need to change approach from "monetizing" to "humanizing" #CX #CXO

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How #Mobile & #Loyalty Programs reward #customer #experience

How #Mobile & #Loyalty Programs reward #customer #experience | Médias sociaux et tourisme | Scoop.it
Small businesses can now target specific customers, influence their behavior and keep track of the results, while offering better rewards.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 30, 2015 6:07 AM

With every business focused on #mobile #engagement, don't forget the emotional  connection:


“All organisms, in different ways, are drawn to goals,” said Oleg Urminsky, who teaches marketing research at the University of Chicago Booth School of Business. “The closer we are to achieving our goals, the more motivated we are to keep doing something. As mice on a runway get closer to a food pellet, they run faster.” Similarly, he said, “as people get closer to having a completed card, the time between visits gets smaller.”


Being able to reward the engagement while making it easy for your customers to do everything via mobile, that's a good way to build #loyalty with your brand, do you agree?


Which loyalty program do you currently use most via mobile?


Do you prefer doing business with a brand that has a well established loyalty program, or can do without? 

Bharat Employment's curator insight, January 30, 2015 11:18 PM

www.bharatemployment.com

Sadel Ekmeiro's curator insight, February 2, 2015 1:46 PM

Which loyalty program do you currently use most via mobile?

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The Mobile Game Is On (For Every Brand)!

The Mobile Game Is On (For Every Brand)! | Médias sociaux et tourisme | Scoop.it
Jeffrey K. Rohrs, VP of marketing insights for @Salesforce shares insights from their 2015 State of Marketing Survey, expecting 34% of marketers worldwide to launch a #mobile app this year. "There ...

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, January 28, 2015 8:16 PM

2015 State of Marketing Survey anticipates 34% of marketers worldwide to launch a #mobile #app this year.


If you take into account the number of existing apps, what would you like to see added or changed from your current experience?


Share your thoughts about @SNAPCIOUS

Marketing Leap's curator insight, January 29, 2015 6:38 PM

Now this is a brilliant insight into the future of Marketing and Mobile. It's certainly got me looking at what I can do for my clients...

Bharat Employment's curator insight, January 29, 2015 11:37 PM

www.bharatemployment.com

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Does #Mobile Payments play a critical role to Mobile #Customer #Journeys?

Does #Mobile Payments play a critical role to Mobile #Customer #Journeys? | Médias sociaux et tourisme | Scoop.it
On Tuesday, Apple held a special event out in Cupertino where they made major announcements and unveiled the latest additions to their product line for the 2014 holiday season. As Jason Bateman put it: Is there a better day in … Continued

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, September 17, 2014 2:47 PM

Do you agree with  Apple CEO Tim Cook statement?  


"Most people that have worked on [mobile payments] have started by focusing on creating a business model that was centered around their self-interest instead of focusing on the user experience."


@Googlewallet focused on the customer too, but did not win over merchants, which impacts the overall user experience.


Will you be using #ApplePay?

Michael Allenberg's curator insight, September 18, 2014 8:48 AM

The future of #integratedExperiences.

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Le tourisme mobile en 2013

Le tourisme mobile en 2013 | Médias sociaux et tourisme | Scoop.it
Voici une infographie réalisée par le site ebookers.fr qui nous démontre l’intérêt d’avoir un site responsive dans le secteur du tourisme. Une fois de plus
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@Starbucks - Your "Tweet a Coffee" Leaves a bad after taste! - Customer Experience

@Starbucks - Your "Tweet a Coffee" Leaves a bad after taste! - Customer Experience | Médias sociaux et tourisme | Scoop.it

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, November 26, 2013 11:37 AM

How a great idea and concept  can immediately turn into a negative experience!

 

Share your thoughts?

Colin Taylor TRG's curator insight, November 27, 2013 7:45 AM

Bad design, compromises the Customer Experience

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M-tourisme et géolocalisation au service du développement touristique

Au 1er trimestre 2013, plus de 24 millions de Français ont surfé sur Internet via leur téléphone mobile (smartphone). Les ventes de tablettes dépasseront celles des ordinateurs d'ici moins de cinq ans. Le « tourisme connecté » devient alors une évidence, un phénomène de masse.

 

Il suffit de regarder autour de soi pour constater que les écrans mobiles sont devenus indispensables dans notre quotidien, avec de nouveaux enjeux comme la connexion permanente, le partage en temps réel, la géolocalisation, le m-commerce, etc. Les collectivités territoriales se doivent ainsi d'adapter leurs communications digitales pour toucher les citoyens comme les touristes en situation de mobilité.

 

Les auteurs livrent un décryptage des tendances, comportements d'usage et précisent les caractéristiques technologiques de ce nouveau média. Illustré par des exemples concrets et réussis, cet ouvrage a pour objet de proposer aux personnels des collectivités territoriales les sources d'inspiration et les principales recommandations qui vont conditionner la réussite d'un projet de développement touristique sur mobile.


Via Benoit Renoux, Jean-Claude Morand
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Benoit Renoux's curator insight, August 29, 2013 3:24 AM

Un ouvrage de Mathieu Bruc  et Sébastien Gonzalez

Mathieu Bruc's comment, September 3, 2013 3:47 AM
Merci Benoit !
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Nouveauté - Nestor, le guide touristique

Nouveauté - Nestor, le guide touristique | Médias sociaux et tourisme | Scoop.it

"La région de la Montérégie a été choisie pour inaugurer la première édition d'une nouvelle application mobile dans le domaine du tourisme appelée Nestor. Ce..."

 

Une nouvelle application démontrant encore une fois l’impact des nouvelles technologies sur le m-tourisme.


Via E-tourisme, SL
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Influencia - Je Like - Le tourisme devient social !

Influencia - Je Like - Le tourisme devient social ! | Médias sociaux et tourisme | Scoop.it
La toile n’a cessé de se sociabiliser et de se communautariser. L’appellation générique « web 2.0 » tend à se galvauder et on lui préfère désormais l’expression « web social ». Alors bon voyage !

 

Un article assez complet et interactif sur la question de la mobilité et du tourisme. Au programme, mobile et social, des voitures qui parlent et une réflexion de sur la mobilité de l'esprit.

Bonne lecture !


Via E-tourisme
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