Don't fear complaints - embrace them

These Big Companies Are Abandoning Twitter And Facebook For Customer Service

Good morning all,
The link above take you to a piece in Business Insider.  As I read it, the thoughts started flowing and I kept asking myself why?
Every company has needed to do more with less and streamline their organization, but Social for Customer Service helps you do just that. Even if your tweet or facebook post is not responded to right away, it is better than being on hold or navigating a phone tree.
Is this bigger than efficiency? The fear of complaints in public? If that is true, I answer the decision maker: "it is no what the customer said, but how he is responded to." I also ask: "Is the customer right and our process wrong?"
Are we too afraid to hear from those who consume our products?
Companies must learn not to fear the negatives, but learn from them, improve their product or service and create advocates.
Don't respond to the troll who howls at the moon, respond to the objective lurker who is your fan.
Looking forward to your comments.
Best,
Toby

What is your Social Strategy - What tools are you using?

Social media is a powerful group of tools that can help your company with everything from Sales to SEO.  Before setting out please use this as a guide to get you started.


Social Strategy

1. What is your goal?
2. What are the tools available?
3. How will success be measured?

Goal

What are you trying to achieve?  SEO for your company's site, create a community, enhance customer service, promote a blog or press release - all can be accomplished through Social.  Once you determine what you want you accomplish, you can choose the right tool to reach your goal.

Tools

1. Linkedin - SEO and Community
2. facebook - Community
3. twitter - Give your Marketing campaign reach
4. Pinterest - just like twitter, Pinterest spreads the word and brings memories alive with pictures.

Measurement

1. How many have joined the Linkedin Group and do the comments and discussions look like?
2. How many new posts hit your facebook pages?  How many new "likes?"
3. How many twitter followers, re-tweets, and mentions are you getting?
4. How many followers and re-pins are you getting on Pinterest?
5. Here is the hard one - can sales be tied to these efforts?

I have named my four favorite Social channels, but there are many out there.  It is important to experiment with a few and find what you are comfortable with and to also remember that less can be more. It is easy to think about the reach Social can deliver; don't lose sight on the importance of engagement.  Without discussions, a community is only a list.  

Cheers,
Toby

Are you getting the most out of Social?

How is your property engaging with current guests, marketing to new ones, and getting those who love you to share their experiences? There are certainly excellent marketing opportunities available via social media.
1. Facebook
2. Twitter
3. Foursquare
Facebook
Not only can you talk about your property, but guests can join your page to share their stories and photos - think of this as an on-line version of your resort. Who is more believable than your satisfied guests?
Twitter
The reach of Twitter is vast and it is a quick way to communicate information as well as an in-road for guests. As guests check-in, they could be reminded to "Follow" your resort on Twitter to receive updates on daily activities as well as the concierge's tip(s) of the day. Twitter will also allow guests to talk about their experience(s) in real time - are they happy with their room, service, meal, accommodations, etc? Once they leave, the problem cannot be corrected.
Foursquare
Foursquare is based around locations, there could be a virtual scavenger hunt where guests (or their smartphone-toting children) can earn points by visiting places around the resort as well sites that surround your property. An example could be a prize for the guest who visits the most lighthouses during a week. Foursquare also shares information with Facebook and Twitter – as guests "Check-in" to your events or locations, they can share these experiences with other users (nothing like free advertising).
The biggest investments are planning your strategy and setting up your Facebook page - the beauty is once things are up and running, the guests do the rest. Get creative and have fun with Social.
Cheers,
Toby