Monday 31 March 2008

Article about Canada as a "hot trend" in the Inside Mexico Magazine

I was contacted several weeks ago by Jonathan Jucker a writer for Inside Mexico, a magazine for the Ex-pat community in Mexico. Jonathan was doing research for an article about Mexicans living in Mexico. The result, published in the April Issue, the NAFTA issue, is a very positive piece about the "hot trend" of Mexicans vacationing in Canada. The article provides figures from the CTC and testimonial from a couple who vacationed in Ontario and Quebec a few months ago. A side box in the article mentions the fact that the maritime provinces are undiscovered territory for Mexicans, even though those destinations are popular with many people around the world. Perhaps it's time for the Atlantic provinces to say Sí to Mexican visitors.
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Saludos,
Jaime Horwitz
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Saturday 29 March 2008

The Royal Ontario Museum's Crystal - one of the "new arquitechtural wonders" of the world.

To all those who dissed the new Michael Lee-Chin Crystal gallery at the ROM in Toronto, to those who suffer from the "tall poppy syndrome" (and don't know it), be aware that, according to a report in the Globe and Mail this past week, Condé Nast Traveler, the most prestigious high-end travel magazine in the world, designated the ROM's Michael Lee-Chin Crystal as one of the new "seven architectural wonders of the world."



There you have it.

Jaime ( fan of the ROM's Michael Lee-Chin Crystal )

Wednesday 26 March 2008

January was the first month ever (other than December) when Canada received more Mexican than German tourists.

As we all know, the US inbound market continues it's, until now, unstoppable decline (more on the US in one of my next posts). The Mexican inbound market, on the other hand, seems to continue it's unstoppable growth (so far). Having been to Germany recently, I was very impressed with what I saw in Berlin. Germany's economy is the strongest in Europe. That country is the largest exporter from that area of the world and as recent as 2005 it was the world's largest exporter. Germans, in general, enjoy a high standard of living as well as a high income per capita. Why is it then that the numbers of inbound German visitors has dropped dramatically since 1999? That year Canada welcomed 425,648 German visitors. Last year, 2007, the figure was 318,165. (France, another traditional overseas market for Canada, generated 428,002 visitors in 1999 but only 379,268 in 2007)
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I am sure there are many opinions just as there are when it comes to explaining the US decline. I think what's happened to the German market is a combination of fierce competition from a myriad of other destinations and the rise of the Canadian dollar in recent years (it's now a lot cheaper for Germans to go the States). Furthermore, Germany is a mature market for Canadian tourism, where you may find the "been there done that" or the "what's new or better in Canada that I cannot find closer to home or in the US?" excuses more often than not. But I am by no means an expert in the German inbound market. I am simply using Germany as an example of the opposite phenomenon that I see happening in Mexico. This past January 2008 was the first month since I have been tracking the numbers (other than December for obvious reasons) when Mexican tourists outnumbered German visitors. Mexicans = 13,716 Germans = 11,230. Why is this quite significant? Because in my opinion it's an example of why economics (price) is not the most important attribute when it comes to travel. In 1999 Canada said bienvenidos to 132,870 Mexican tourists. Last year? 250,633!
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Mexico, like Germany is a top exporter, but not in the top ten. Mexico is a developing nation with a large proportion of its population living in poverty, but with a substantial middle class (the size of which is approximately the size of the Canadian population). Why is the Mexican inbound market still growing despite the rise in the value of the Canadian dollar? The reasons are simple and opposite to what has been happening with segments of the American and German markets (and perhaps French as well). Canada is still very new to Mexicans. There's a long road to travel in that market before we encounter the "been there done that" and the "what's new or better in Canada that I cannot find closer to home or in the US?"
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Mexico is posed to become a large overseas market for Canada. Even though I don't think it will surpass German visitors this year, I am convinced it will in time, provided we continue to use consistent, constant and creative marketing there. It's conceivable that in 3 to 5 years time, Mexico will surpass Germany and France as the second most important overseas (and third overall) inbound market to Canada, after the UK, if annual growth rates for the three countries remain close to 2007 levels (Germany 1.6%, France 1.5%, Mexico 17.1%). There are still many Canadian destinations and attractions with a lot of potential in Mexico that are not doing enough to develop that market (most notably Nova Scotia) for their benefit. Mexicans are beginning to look for new and different products and experiences in Canada besides Toronto, the Falls, Vancouver and Montreal. It is time to increase efforts and make Mexico the natural inbound market it should be. more on marketing Canada to Mexicans in future posts

(source for figures: Statcan Service Bulletins International Travel Advance Information 1999 to 2007)

Jaime Horwitz MBA

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Wednesday 12 March 2008

Spanish speakers prefer Toronto

On a recent mini-poll in Canadá en Español's Blog de Canadá, blog readers chose Toronto as their favourite Canadian city or the Canadian city they want to visit the most. Vancouver came in second and Montréal third.
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Not surprisingly that seems to be the order of importance when it comes to the number of visitors from Hispanic countries to each city (although I don't have exact numbers - Vancouver makes sense as second place because of Whistler's popularity in the winter).
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In 2007, Canada received 403,902 Spanish speaking tourists (not counting Central America and the Caribbean because StatCan's International Travel Advance Information bulletin does not break it down).
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Mexican inbound tourism broke the quarter million mark for the first time, high loonie notwithstanding (250,633), and Spain and South America saw double digit growth.

Saludos, Jaime Horwitz

Canada en Espanol Network Blog de Canadá



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Finding your way at ITB Berlin as a first timer (bit of humour)

This will be my last comment about ITB or rather my closing thought on the experience visiting ITB Berlin for the first time. Previous posts have described the experience attending the PhoCusWright Bloggers Summit as well as my impressions on the Canada Pavilion (post before this one). ITB Berlin, being the largest travel trade and consumer show in the world, is difficult to navigate - my new blogger friend Guido Van Den Elshout (Happy Hotelier) describes his experience: "Finding your way inside the Berlin Messe is even more cumbersome if you are a first time visitor. It has 26 or more different numbered halls while various halls are subdivided. They are draped around a square with the Messe Tower. Some halls are interconnected. Some are not. Their system of road signs is simply horrible. There is no clear map. In that respect WTM at London Excel, maybe not as huge as ITB, is much more compact and has several strategically located information points where you can tie exhibitors’ names, boot numbers and boot locations together." Case in point:

Cheers,

Jaime Horwitz



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Sunday 9 March 2008

Canada @ ITB Berlin 2008 things are looking good, but not great.

I have to spend the night in Newark, NJ because my Berlin flight was delayed and consequently, I missed my flight to Toronto. Nancy, the attendant, at Continental's international transfer counter told me I could stay and fly in the morning or get on a standby list. Being rather tired, I did not want to risk it by getting on the stand by list, so I'm staying here for the night.
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Since I have a bit of time on this Sunday night let me summarize my impressions of Canada@ITB. If you want a graphic representation of how tough the competition for tourist's dollars is around the world, you must visit ITB some day. The largest tourism trade show in the world, ITB lives up to that reputation. The congress centre in Berlin is enourmous. There are several huge buildings housing the numerous halls where various countries have their exhibits. (I heard someone say that thisyear they had over 180 countries participating) The Canada pavilion was located in Hall 2 at the very back. To get there you need to walk by the massive Russian exhibit and then the massive US exhibits (Chicago, New York, Florida, Las Vegas, Discover America, etc.) The Canada pavilion is very well appointed and wrapped in the new "keep exploring" graphics and colours. However, visually it just looked small compared to the rest of the exhibits (sort of ironic for the second largest country in the world). One could argue that the German market is not as important to Canada as it is to other countries that are closer to Germany but it's pavilion's size is probably more as a result of budgetary constraints than anything else). Nevertheless, the pavilion looked busy. While I was there, I ran into some industry insiders. Here's what they told me when I asked how business from the German market looks.

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Kim Hood from the Fairmont Whistler told me that the Fairmonts do get quite a bit of business from the German market. Whistler gets a fair amount of German skiers and the Fairmonts in the Rockies also do well in that market. I ran into Brandon Furyk also from the Fairmont organization who also mentioned that business was going well at ITB.
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Mia Dario from the Delta Chelsea Hotel said that business was good for the Chelsea. She had been hearing that for the US, the German business is way up, but that Canada had been holding its own. Obviously the reasons have to do with the high Canadian and the weak US dollars. The Delta Chelsea is the largest hotel in Canada located in downtown Toronto. She said that one challenge has been trying to raise the average rate, something the Chelsea has been trying to do since 9/11, but it hasn't been quite successful yet.

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Barry Dane from Calgary Tourism also said business was good overall, but this being his first time at ITB he had not seen many people yet. Barry and I also spoke about the Mexican market. He mentioned that it looked like there will be direct flights to Calgary and Edmonton from Mexico City beginning this summer. If that is so, it';s great news for Mexican travelers and great news for Alberta. I hope to have more details about this soon.

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I also said hello to Roseanne Longo of Tourism Toronto. Toronto is doing well with the German market. She said many German visitors arrive in Toronto and rent a motorhome to tour around the province. usually they will spend 3 or 4 days in Toronto at the beginning or the end of their trip. And finally, I was able to say hello to Gaby Kots from the OTMP who was busy with meetings almost all the time I was at the pavilion (a good sign for Ontario). What everyone agreed on is that the high dollar is affecting growth. While the German markets still looks good for Cananda in '08, growth rates won't be anything like the growth that the US will experience because of their low dollar.

auf wiedersehen,
Jaime



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Saturday 8 March 2008

A Hotelier's Perspective at the PhoCusWright Conference @ ITB

"Thousands and thousands of hotels compete around the world and product differentiation is a key factor. But getting your customers to visit your property -- the first time and thereafter -- is yet another essential factor in strategy. CRM tools, e-commerce channel management, pricing and yielding, Web development and marketing, continuous innovation, etc., all combine in the mix." program description.

I found this presentation interesting. Hope you like it.


Regards,

Jaime



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Thoughts about the PhoCusWright Bloggers Summit and Conference

As I'm getting ready to go back home tomorrow, I have had some time to look back and try to summarize the experience of attending the Bloggers Summit and the PhoCusWright Conference @ ITB (as well as ITB itself). The Bloggers Summit brought together several eTourism bloggers from various parts of the world. Unfortunately, the sessions were so busy and bloggers' schedules in some cases were so tight that I did not have time to meet all the bloggers who attended. However, I did have time to chat at various times with Stephen Joyce of (T4 Tourism Technology Trends) and Phil Caines (Tourism Tide) from Rezgo and get their opinion on my social network Canadamigos (they both liked the potential). I also met Guido Van Den Elshout (Happy Hotelier) in person for the first time and enjoyed our conversations very much. Guido is avery likable guy and very active industry blogger. His blog Happy Hotelier is a very interesting and eclectic collection of post on various eTourism and Tourism topics. Check out his list of Unusual Hotels. I did have a chance to say hello to Jens Thraenhart who has been very busy since leaving his post at the Canadian Tourism Commission (Tourism Internet Marketing) and I also met, for the first time in person, Kevin May from the UK the editor of the excellent eTourism and tourism technology mag Travolution and blogger of the blog by the same name. I highly recommend the magazine to any tourism business interested in maximizing eTourism opportunities. During the couple of days of the event I also chatted a bit with Yeoh Siew Hoon (The Transit Cafe) from Singapore, Claude Benard (Les Explorers) from France, Vicky Brock and Stephen Budd (Tracking Tourism) from Scotland. I barely said hello to Joe Buhler (Travel Marketing in the Age of WEB 2.0 & Beyond) and I met a young blogger Abbas Nokhasteh ( Openvizor) from the UK.
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To summarize the conference is a challenge, but I can try. Most of the presentations and talks focused on the technology that drives the revolution that has been taking place in the travel industry worldwide. However, questions arise as to whether companies are making use of the right technologies for the right purpose and whether they are using available technologies correctly. On the user side, as Philip Wolf, CEO of PhoCusWright, mentioned on his remarks to the bloggers during the Bloggers Summit: "consumers took control and went from looking for the cheapest trip (Web 1.0) to looking for the perfect trip (Web 2.0)." This phenomenon disrupted the industry with the advent of social media. February's Travolution Magazine (Issue 14.0) is dedicated to the User Experience asserting that content is not king anymore, but rather User Experience is. This makes a lot of sense from the travellers' pont of view. The User Experience is King may summarize the subtext of all the presentations, whether it was about the Reservation System of Tomorrow Today, the Hotelier's Perspective, Journalists or Bloggers, the OTA's perspective or about the new eTravel startups (five minutes of fame). Having said all this and listened to all the presentations one must not forget that there is still some ways to go in the space to achieve the perfect user experience. In closing, a key thing for companies to remember, to paraphrase Philip Wolfe, is that "winner will focus on customer preservation rather than on business model preservation."



See you in Hollywood (Bloggers Summit Nov 08)
Jaime


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Friday 7 March 2008

Response to "(Canadian) Tourism Woes under Recognized" and "Liberal oversimplistic view of Tourism Industry"

I need to take a break from my coverage of ITB Berlin and the Bloggers Summit to write in response to two pieces that have been written in recent days about Canadian Tourism that deal with the issue of government (or party) support for the industry. These two articles stimulate debate on the matter and therefore I feel the need to dive in myself.
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The first piece, "Tourism Woes under Recognized," appeared in the CTC's Tourism Daily bulletin on February 29. The article deals with an article from the Cambridge Times by Ray Martin in which he quotes Ms. Susan Cudahy, the general manager of the Waterloo Regional Tourism Marketing Corporation: "The tourism sector is in the same boat as the manufacturing sector these days, you just don't hear about it as much," Cudahy told members of the city's economic development advisory committee recently. "The tourism sector is hurt, thousands of jobs have been lost and it's not coming back."
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My first comment is about the thousands of jobs that have been lost. Whenever I read a statement like this one I want to know where are the numbers and data that back up the statement. For some years now I have been hearing from different parties in the industry that the Canadian Tourism industry is hurting. However, other than the SARS problem back in 2003 and even with the high dollar in recent months, I have to disagree with statements like these. While it is true that some businesses have been hurt by the decline in US visitations over the last several years, most of these are businesses that depended on cross border same day visitos. As Ms. Cudahy mentions in the article from the Cambridge Times, nowhere is this more evident than in Niagara Falls. However, those businesses are only a small part of the canadiant tourism industry. To back up my position I present to you official data from the CTC about the state of the industry in dollars:
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Total Tourism spending in the third quarter of 2007 was up 5%
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In 2006 Total tourism expenditures reached $66.8 billion, an increase of 6.5% over 2005.
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Total tourism results were positive across all tourism commodities, with spending on accommodation up 7.6%, passenger air transportation up 9.5%, and food and beverage services up 6.3%.
Spending by Canadians traveling in Canada reached $50.3 billion, up 10.1% from 2001.
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Foreign spending had a decline of 3.2% from the previous year, totaling $16.5 billion. This decline was a result of the 2.7% drop in international overnight visitors, primarily impacted by fewer American visitors.
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Total tourism employment reached 633,600 full and part-time jobs in 2006, up 1.9% from the previous year. (source Canadian Tourism Performance)
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The figures above paint a very different picture from the one Ms Cudahy refers to (tourism sector is in the same boat as manufacturing - thousands of jobs have been lost). The reality is that in manufacturing there is a definite and documented contraction where in Ontario and Quebec alone over 100,000 jobs have been lost in the last few years, whereas in the tourism sector there are times and places where not only it is true that no jobs have been lost, but to the contrary - this season in Whistler, for example, the lack of toursim workers was such that the entire village is mostly run by Australian and British young people (if your were in Whistler, January 26, Australia Day, you would have visually confirmed this statement).
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In conclusion, we cannot, as an industry cry wolf to the government, when no wolf really exists. The issue of the high Canadian dollar is of concern, but it has not hit the industry as badly as it has the manufacturing sector. Recall that 75% or so of the industry's revenues come from domestic tourism (see The Year ahead...)
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On the second piece, "Liberal oversimplistic view of Tourism Industry," Ron Taylor's article on this blog. I must say that politics is politics no matter what party is involved. I agree with the fact that it may be naive to think that China will flood our country with tourists if we were to get the ADS. For one thing, in order to reach 700,000 visitors from China annually, it would require 3,181 flights from China with 220 passengers each - or 8.7 flights every single day. The lift is not there and I don't think it will be for a long time.
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As for the Chretien legacy and the issue of whether or not it was antagonistic to the US, I don't really want to get into a political debate. Suffice it to say that Mr. Chretien's decision not to support the Iraq war is the same reason why Senator Obama is getting so much support on his bid for the US presidencial candidacy. As for the tories and the alleged mismanagement of negotiations with China, to me is just more politics where the opposition tries to use anything to make the government look bad. The Liberal critic for Tourism says that "The Harper government’s lack of a nuanced approach to China" hurts the ability to negotiate. My personal opinion is that sometimes, when it comes to the issue of human rights, nuances are not possible. Should Canada beg for ADS and turn a blind eye to human rights issues for the sake of trade?
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Feel free to join this debate by leaving us your comments.

Regards,
Jaime
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Thursday 6 March 2008

Tina Fitch of EzRez speaks at the PhoCusWright Conference @ ITB 2008

Ms. Fitch gave an interesting presentation about the reservation system of the future. The thrust of her remarks focused on the opportunity for the travel industry to collaborate in order to develop better reservations systems that would be able to better target (and better serve) consumers as they go from site to site always having to type in their information (as she correctly pointed out - consumers use several . The idea of airlines, car rental companies and hotels cooperating and sharing data is interesting, but it perhaps not doable. See excerpts from her presentation in the video below.


From Berlin,

Jaime

Liberal Over Simplistic View of Tourism Industry

This piece of Liberal party propaganda refused to identify the Chretien legacy which was antagonistic to the U.S. U.S. citizens are thinking twice about "just how much we want their business". This was long term brand destruction.

To think China is going to flood our market with "tourists" and reduce our deficit is naive, when the biggest market next door has not been encouraged during the mismanaged Liberal non-policy era.

Where might we be today if the time and money, agency commissions, allegedly stolen by advertising agencies during the Sponsorship era was directed to an honest well planned strategy to provide a positive image to Americans?

Canada might be in positive territory on the travel deficit today. See Complete Story
"Travel Deficit" Doubles Under Conservative Mismanagement
Liberal.ca (press release), Canada - 4 Mar 2008
OTTAWA - Canada is suffering from a growing travel deficit because of the neglect and mismanagement of the federal Conservative government, Liberal Tourism ...http://www.liberal.ca/story_13657_e.aspx

PhoCusWright Conference at ITB Berlin - Re-Inventing the Holiday Booking

Easy Jet, apparently one of the most successfull airlines in Europe generates 98% of its flight bookings online. 20% of their customers are business travelers. Last year the airline decided to enter the Holiday business by adding hotel/car packages to its "product line" and launching a new site for the purpose. John Kohlsaat said that the airline wanted to take advantage of their success selling flights online and therefore entered the holiday space as an additional source of revenue. Easyjet specializes in short haul trips all over Europe (except in France where airlines are not allowed to offer package according to a member of the audience). What this presentation reminds me of is the enormous competition that exists online for travellers' attention and share of wallet (the morning session had European Online Travel Agencies discussing their business - OTA business models continue to change both in Europe and the U.S. Transaction commissions and merchant fees are being challenged by a variety of advertising and referral revenue streams.)
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Here's a video snippet of the Q&A following Mr. Kohlsaat's presentation. I wonder if this is the model that WestJet in Canada is following? Any comments?

regards from Berlin,

Jaime

Tourism Bloggers Summit in Berlin continued

The first day of the PhoCusWright Bloggers Summit was very interesting for my first time participating. I did not know what to expect by attending, so initially I just focussed on paying attention and listening. The sessions were thought provoking and I think I came away with some interesting bits of knowledge that may be worth exploring for possible applications for my eTourism business.
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However, one of the key issues that has stuck with me is the confusion that exists between Tourism INDUSTRY Bloggers and Tourism Travel Bloggers, i.e. those who write for the general public as oppose to the former who write for the industry. When non-technology or industry insiders hear the term Bloggers in the context of the travel industry they probably think of Travel Bloggers. I think we must make the distinction more clear.
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Well, I'm running a bit late for the second day which consists of attending the PhoCusWright Conference at ITB, Success in Travel eBusiness, an interesting event that focuses on eTourism, techonology and tourism strategy. I will be reporting here on those topics that I may find relevant for the Canadian Tourism Industry, with an emphasis on the small and medium enterprise. For more information and to read other bloggers' thoughts on this summit visit the Tips from the T-List ITB 2008 website.

Cheers,

Jaime

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Wednesday 5 March 2008

More on Bloggers vs Journalists


Bloggers Summit - do you blog? Is there a blogger in your business?

The question about how tourism businesses can engage tourism bloggers came up during the second panel at the Bloggers Summit in Berlin. One of the answers is to start your own blog and write about stories about your business, whether you write anecdotal stories or behind the scenes commentary. Moderator Yeoh Sing asks whether destinations invite or might invite bloggers on Fam trips. Answering as a DMO William Bakker says that it depends on reach, i.e. how many people does the blogger reach. If the blog is relevant to the DMO's message and the reach is good enough then they would treat a blogger just like a journalist and invite them on a fam trip.
Jaime

The Bloggers Summit continues - Journalists vs. Bloggers

The panel for this session will deal with the topic of journalists vs. bloggers. Yeow Siew Hoon (The Transit Cafe) the moderator starts the session by asking the question: Why do you blog? Bakker: I started blogging to connect with my family when I moved from the Netherlands to Canada. Later on it evolved into a platform to write about the tourism industry and what was going on in my work with Tourism British Columbia Joe Buhler: Three words - I have opinions
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Do you think there's a difference between a journalist and a blogger? Joe Buhler - yes definitely - Joe mentions that he is not a journalist but he has opinions that he likes to express and thus he's a blogger. do you agree that "anyone can be a blogger but not everyone can be a journalist?" Bakker - yes there is a difference. Journalists are trained professionals (bloggers may or may not be) There seems to be a consensus that the main difference between journalists and bloggers is the freedom to write (or post). Bloggers feel free to write about whatever they want without fear of editorial restrictions or politics (or business) considerations.
Should the consumer trust a journalist more or a blogger more? For certain topics bloggers are experts in the area they are writing about and if the reader knows this then the blogger will have more trust than a journalist writing a one - time article on the subject.
from Berlin,
Jaime

As a Hotel Company - How do you reach bloggers?

You research blogs to find those that might be suitable to your message and then approach them, simply approach them. (Stephen Joyce)

PhoCusWright Bloggers Summit Berlin

What is the Real Opportunity for the Travel and Tourism Industry when it comes to Blogging? cont'd

Travolution's Kevin May talks about the issues that may arise between what is blogging for the industry and blogging for the consumer. I ask the question about what industry tourism bloggers can do for the small businesses in the industry. I make the comment that in my opinion one of the primary benefits tourism bloggers provide to the small business community is knowledge. There is a strong educational component in travel tourism industry blogs. Annalisa Ballaria of Relactions does confirm that this is an important aspect of industry blogs and this summit is an example of it. "We're all here learning from each other."


Jaime Horwitz

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PhoCusWright Tourism Bloggers Summit begins in Berlin,

I am writing live from the first workshop at the PhoCusWright Bloggers Summit in Berlin. This first workshop is entitled "What is the Real Opportunity for the Travel and Tourism Industry When it Comes to Blogging." This workshop is about tourism blogging from a B2B perspective, i.e. bloggers who write about and for the tourism industry, whether localized or global. One of the issues that has been mentioned is whether people actually read blogs or not. From the response of the audience (about two hundred people) many people are reading blogs. Many of them using RSS readers in order to keep track of several blogs.
Moderator: Jens Trhaenhart
Panel: Claude Bernard, Kevin May, Annalisa Ballaria, Klemens Waldohr, Stephen Joyce
One of the questions is how do you get an industry blogger to review your product or site. It depends. The consensus is that bloggers are quite independent, and try to remain unbiased when it comes to their content. Stephen Joyce, for example, says that if someone approaches him to write or review a product or business he won't do it unless it's something unique and new and he's invited to take a first look and review it as an industry expert.
to be cont'd...
Jaime


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Sunday 2 March 2008

Maple Syrup--Canadian Culture or Outdoor Getaway???

How many categories or nice markets would a trip to a maple syrup sugar shack or maple syrup festival cover in our plethora of market segments used to excite visitors either within Canada or new visitors to Canada? Is it agri-touirsm, eco-tourism, cultural tourism, adventure tourism, culinary tourism, medical tourism (medicinal tourism), or just plain outdoor family fun. The Photo shows a family gathered around making maple snow taffy on spring day in Haliburton, Ontario. Do you think they are thinking which market segment they belong to? However, what motivated this family to indulge in a classical Canadian experience.

One of the challenges when trying to segment markets is the perception of where it fits in the consumers mind, and the marketers job to interpret the message and give it back to the consumer in the form of meaningful understanding messages. See Maple Syrup In Canada

One to the challenges for a tourism marketer is not to be overwhelmed by all of the so called niche markets--but to pick and choose the right messages for the right market.