Posted on February 27th, 2015 by Jordan Suresky Categories Advertising
Businesses today are thriving on setting a goal maximizing Self-serve technologies. These technologies are becoming more prevalent forms of communication. These forms of communication are can be B2C or B2B. This is especially true with the advent of the numerous social media platforms.
For example, the Cornell Hospitality Quarterly discusses a perspective on M-Commerce’s impact on intermediation. There are two terms that have been provided, the first being consumer engagement technology (CET) and the second being SoLoMo Applications. SoLoMo is an acronym that is abbreviated for a set of M-Commerce applications that satisfy customer’s social, location, and mobile-based needs. The most widely used examples of this technology include apps such as Foursquare, Yelp and similar sites where users can check in at a destination point to their inner circle. This technology was innovated by a company with the same namesake in Wisconsin. The hospitality and tourism sector is benefitting from this type of technology in that it is easier to practice loyalty-marketing techniques. In terms of careers within the hotel segment, knowledge and successful execution of m-commerce is also significant.
The IHG Group, for example that runs multiple brands such as Intercontinental Crowne Plaza and Holiday Inn are looking into what are called SMS Marketing personnel. These key people are responsible for driving those automatic text messages you may see when you check into a hotel or if your folio (bill) is ready to view.
All of this again is to help drive engagement and ultimately revenue. The ideal result is that the hotels and its systems are able to read into their guests throughout the customer lifecycle experience (reservation, stay, repeat stay, etc.). This is only the tip of the iceberg however with ‘SoLoMo’ and other related m-commerce advancements that hopefully will have a positive impact on marketing and tourism related organizations.
Posted on June 12th, 2013 by Skye-Lynn Ferch Categories Blog
These employees really took the company’s old slogan, “Think Outside the Bun,” to a whole new level! Recently, two Taco Bell employees thought it was humorous to post a photo of one of them licking a stack of taco shells and posted it on Facebook, via username “Jj O’Brian Nolan” and Reddit.
The general public response was not as hilarious as these employees expected. Instead, social media users began to question the cleanliness of Taco Bell’s food and facilities, well if they weren’t already. However, some social media users did enjoy the photo so much that it was continuously reposted and “tagged” as Taco Bell. Digg users created a list of the “Top Five Reasons Taco Bell Might Actually Be More Dangerous Than MTV’s Skins.”
Taco Bell responded with an official statement mentioning, along with all the standard company regulations and policies, “Our first question was, were the taco shells served to customers? In short, absolutely not.” The company has extended its aggressive public relations fight back, responding via Twitter, Facebook and YouTube. The Facebook photo received over 900 “Likes”, however the comments were not so positive.
It has been suggested that Taco Bell’s error was in hiring the type of employees that would find humor in doing something like this. According to USA Today, “Unhappy fast-food employees will do disgusting things to the food they sell.” Only time will tell the ideal methods by which to navigate the complexities of social media from a brand image perspective.
Posted on June 7th, 2012 by Tiffany Categories communication
We can sometimes lead you into tangents that talk about the warm and the fuzzy
aspects of business and communication. We believe that relationships, after they’re
established, are to be nurtured if they are ever to grow.
Corporate relationships are not unlike interpersonal relationships – after all, we
still deal with human beings at each end of the communication spectrum. And you’d
think that virtual communication and relationship building would assume a top-
down model by default.
Not particularly. When we’re not all being harassed by spam-bots, the driving force
behind virtual communication is still people. And it takes a lot of TLC to build trust
with your audience to bring them to a point where they will gladly approach you or
refer to you without thinking about it twice.
1. Listen Yes, you’re in the market to provide solutions, and there’s a time and
place to offer those. But strong relationships are built on the foundations of
strong listening skills. If you don’t have them, then cultivate. Every once in a
while, stop sending active verbal and visual messages and just listen to what
your customers really need. They need the space to express themselves.
2. Be Your Values You may have strong company values written down on
paper, but they mean very little if they don’t translate into reality with
interpersonal interaction. If you value the quality of service you provide, then
the last thing an upset client needs from you is to be rejected or dismissed.
3. Instead of pointing clients to your FAQ page or handout, Respond to
queries, emails, Tweets, “Likes” and comments on Facebook posts, forums
and blog posts with custom replies. There is little worse than knowing you
are not welcome at the place you are seeking a service.
4. Keep Building You don’t stop caring once you know you have a good thing
going, do you? Corporate relationships are the same way, and good will
matters. Go the extra mile. Hand-write your cards. Do something for your
client that extends beyond the typical special-event discount, and do it just to
say thank you.
Your relationships with your customers will always be a reward-based two-way
street, and they will sense your transparency if you choose to display it. While the
process may take a little effort and be a little involved, the relationships you build on
the basis of mutual trust will be rewarding far beyond profit-margins.
Posted on March 8th, 2012 by Tiffany Categories Customer Service
With marketing and social media gurus advocating a 24-hour turnaround time for customer service requests – and some organizations following this advice – keeping up can very quickly go into overdrive. Especially since not every small business has the resources to dedicate to monitoring their social media channels around the clock.