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Yu Zhai

Hotels.com launches first in-Facebook affiliate program - 0 views

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    E-Marketing emerged because of the Internet, today, there has an app called 'Hotels with Me' lunched by Hotels.com as an affiliate program in Facebook. Owners of Facebook information pages in the UK, Italy, France, Sweden and Germany can now install this app and earn commission on bookings made through it. 'Hotels with Me' is a hotel search engine run entirely through Facebook. This app has been launched on UK Facebook page in 2010 and grows strongly across APAC and Europe. It enables people to browse, choose and book hotels from almost 140,000 properties worldwide. It is easily to install which just needs a few seconds. And Josie Shah, director of partner marketing at hotels.com regards the app as a unique innovation for them. He thinks the app will be interest to championing sports events, bands or concert tours. And this app is not only convenience for users but also a market expend for owners. Also a video explains how the integration works through a link. http://www.choosewithme.com/affiliate-marketing/
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    I read an article takes about a mobile app which can help customer makes reservation of same-day hotel room on their mobile rather than on the internet. I think these two apps have the same function which helps the customer browse and book properties much more convenient.
Janive Santini

Do Facebook Ads Work? - 0 views

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    "Facebook ads (except for major placements like the home page) work like Google's AdWords. The advertiser creates ad content; selects targeting options; and sets budget, scheduling and payment parameters." Based upon one's "likes" or interests, facebook ads pertain almost exclusively to proximity marketing, allowing companies to advertise for people based upon recent google searches, in addition to facebook. Their job is basically to anticipate and manage what people like, in order to succeed in their advertising. One of the downfalls to this is that you have to consider the people who know nothing about what is being advertised, thereby eliminating a potential new client completely. You have to be very careful about this.
Yichuan Hao

Facebook as international eMarketing strategy of Taiwan hotels 10.1016/j.ijhm.2011.11.0... - 1 views

  • Providing effective online mechanisms for interacting with consumers reinforces the positive experience to enhance their enthusiasm towards the company and its products or services to support further sales.
  • With social networking sites, the possible reach of a positive experience shared on the site could be exponential (Holzner, 2009). The information can reach foreign markets when international travelers share their positive experience of the hotel. Social networking sites become an invaluable tool for the international marketing of hotels.
  • International leisure travelers staying at hotels in Taiwan comprise the potential network of hotels. In using social networking sites, such as Facebook with the biggest number of users, hotels can create an international social network through customers as fans and information sharers as well as strengthen the social network through its active presence in the site by providing information, addressing questions, and responding to comments.
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  • A broader definition considers eMarketing as the strategic process of establishing online connections with customers to understand their needs as well as employing online tools to create an interactive experience for customers to draw their interest, influence purchasing behavior, and affect voluntary sharing of the experience by satisfied consumers (
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    In hotels, international eMarketing is very significant because this service industry ensures sales by connecting and interacting with consumers across the globe. So the writer of this article introduse his/her opinion about that Facebook could be a international eMarketing tool, in order to attract international leisure travelers and increases potential sales. Also, the author mentioned that the internet exposure is a determinant of eMarketing adoption, the eMarketing is a kind of varying use of viral marketing, and the social networking websites which mapping social connections to widen relationships and spread information. There are seveal benefits and several ways of using the social networking website to promote the hotels.
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    I pretty believe that social medias are playing an important role in marketing of hotels, such as facebook. But something I have to say that facebook can not been accessed all over the world. The simple example is that we can not use it in China. The thing I mean that social media also have some negatives and we need to improve.
Chenchen zheng

Using Facebook for Travel & Tourism Marketing: Terms & things you should know - 1 views

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    Facebook is one kind of computer network. This article talked about how to use facebook for travel & tourism marketing. First, you must pay more attention to your copyright. You can control who sees what by grant them a royalty-fee license to use it. Second, Facebook can make your source of the product be your own information on the website. Third, you should play by their rules. You should create profile for a email and a page for the business within that profile. Then, you can set the page privacy. Fourth, you must try your best to attract people to your place.
Jia Kim

Marketing via video documentary in Facebook - 0 views

  • Conrad Connections
  • social media campaign with video series connecting travelers
  • a digital documentary series in which
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  • globally renowned cultural curators and opinion leaders discuss what they find inspirational about their home cities
  • enable guests and visitors to find meaningful connections with the cultures that surround them"
  • theConrad Connectionscurators come from diverse backgrounds including gastronomy, fashion, media, industrial design and architecture.
  • be able to tap into these local influencers and prestigious members of social and professional circles to inspire our guests and enrich their individual travel experiences."
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    Conrad hotels launched a new video documentary through their facebook. That video documentary enabled guests to find meaningful connections with the cultures that sorround them. For instance, Conrad Seoul video shows not only Conrad's features but also introduces food cultures in Seoul including traditional and modern cuisine. This documentary video can be found on facebook.com/conradhotels. That kind of marketing via social media could be effective due to the easy access for whom to use SNS.
laura kaczkowski

Travel Agents Increase Use of GDS to Book Hotel Rooms - 3 views

  • Advanced Search Search Products & Services    News Releases Close Send a release Member sign in Become a member For bloggers For journalists Global sites Products & Services Knowledge Center Browse News Releases Contact PR Newswire
  • he leading global provider of revenue generating solutions for hoteliers, clearly demonstrates how crucial Global Distribution System (GDS) platforms and GDS Shopping Displays are to travel agents:
  • 84 percent of respondents indicated that they were using their GDS platform the same amount or more often than in the past, with 35 percent stating that they are using GDS more.
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  • where 26 percent of travel agents stated that they used their GDS platform more often than in the past and 19 percent said they used the GDS Shopping Displays more often than before.
  • "Travel agents are increasing GDS hotel use, and have once again confirmed their confidence in GDS Shopping and Booking Displays,"
  • Travel agents in 25 countries across the Americas, EMEA (Europe/Middle East/Africa) and Asia/Pacific regions who subscribe to one of the four major GDS systems were asked to participate.
  • n the survey, travel agents worldwide also indicated that promotional messages are effective and often prompt bookings: 66 percent of all travel agents surveyed who were aware of promotional messages requested additional information by looking at the screen attached to the promotional message.
  • "This survey definitively shows that promotional messages are not only an excellent way to reach travel agents, but also a valuable sales catalyst,
  • s the leading provider of revenue generating solutions for hoteliers across the globe. TravelClick offers hotels world-class reservation solutions, business intelligence products and comprehensive media and marketing solutions to help hotels grow their business.
  • is one of the fastest growing marketing research firms in the United States. With offices across the country and in Europe and partnerships with many of the largest companies in the financial services, consumer package goods, automotive, healthcare, media, technology and travel and leisure industries worldwide, PMI also offers advanced advertising and brand measurement along with direct marketing expertise.
  • Learn about PR Newswire services

    Request more information about PR Newswire products and services or call us at (888) 776-0942.

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    In the article, "Travel Agents Increase Use of GDS to Book Hotel Rooms," it talked about how the leading global provider of revenue is generating solutions for hotels, it shows how important GDS platforms are to travel agents. "84 percent of respondents indicated that they were using their GDS platform the same amount or more often than in the past, with 35 percent stating that they are using GDS more." Back in 2009, when the last study was conducted, about 26 percents of travel agents said that they used their GDS platform more often than in the past. This study also states that the annual GDS shopping displays will be over $50 million in 2011, which will increase more than a million bookings compared to 2010. There was another survey that was done and they surveyed different travel agents from across the world that were subscribed to a major GDS system. In the survey the travel agents indicated that promotional messages are effective and often prompt bookings. Out of the travel agents they surveyed, 66% said that they were aware of the "promotional messages requested addition information by looking at the screen attached to he promotional message." From this survey it showed that promotional messages are an excellent way to reach travel agents and from reaching the agent, they also reaching the customer, it's a win-win reaction.
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    I enjoyed the part about brand and promotional messaging, that is always a lure for me. When I see an attractive offer, evern If I'm not interested in booking or going to the destination, I often click on it anyway just to see the offer. It is a very effective marketing tool.
jamigovaerts

POS Systems: The Backbone of Restaurant Tech | Modern Restaurant Management | The Busin... - 0 views

  • “one-stop-shop”
  • All restaurant technology starts and ends at one central point: it’s POS system.
  • a good point of sale system can be the biggest asset a restaurant has
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  • Technology upgrades, such as those that protect against data theft or provide guest relationship management capabilities, can make a big difference in improving operational efficiency and guest satisfaction.
  • Modern-day point-of-sale software functions on its ability to integrate.
  • It may be impossible to predict the future of POS technology with certainty, but it’s quite transparent that the technology will continue to evolve to meet the changing demands of the market.
  • Improving the quality of food, service, and guest experience has always been and will always be the primary driver of restaurant success. To do that, every restaurant needs a POS system that won’t fail them and will provide assistance in all aspects of operations from now into the future.
  • POS Systems: The Backbone of Restaurant Tech
Jing Huang

Hotel eMarketing and Internet 'e'volution - Creating an Online Culture at Hotels | Youn... - 0 views

  • Articles and Reviews Videos Education and Training News Email Alerts Feedback The Cast About Us Hotel Game Archives Hotel eMarketing and Internet ‘e’volution – Creating an Online Culture at Hotels Posted by JJ on Thursday, March 20, 2008 · 1 Comment  Are you a hotel eMarketer looking for ways to better communicate, educate and develop the role at your property/ies? This article explores some of the issues surrounding these efforts, complemented by a dose of perspective and a generous helping of best practices, all garnished, hopefully, by your own ideas and experiences. By Jitendra Jain
  • Impact and Perspective: According to the popular statistics site, internetworldstats.com, at the end of 2007, we had 1 in 5 people on the planet already connected to the Internet…and this number is growing fast. While 80% of the world waits to jump onto the bandwagon, the 20% who’re already on it are struggling to hold on for dear life. The Internet is to business today what electricity is to industry and good living…without it there would be chaos! That puts a little perspective on just how reliant we’ve become on this relatively new platform…but also how much we stand to gain from it in terms of breaking down communication, transaction and education barriers. And the pace of development and the evolving uses of the Internet have been dizzying to say the least. Marketers…and your average Internet Joe have been forced to constantly re-learn and evolve.
  • So the future of e-commerce in the hospitality industry is guaranteed to be a bright one. And the savvy hotel emarketer has a lot to gain, including room to grow, experiment and “wow” (from SEO to SEM, blogging to social networking, there’s plenty to keep the eager hotel eMarketer busy experimenting). But what about those in the industry just climbing on-board, especially employees in hotel operations and those struggling to make sense of the opportunities and challenges presented by the Internet? What can hotel eMarketers do to ensure interest and support at hotels? How do you create a culture of understanding and mutual growth?
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  • at the end of 2007, we had 1 in 5 people on the planet already connected to the Internet…and this number is growing fast.
  • E-commerce and e-marketing are just starting to make a mark in the industry
  • the future of e-commerce in the hospitality industry is guaranteed to be a bright one.
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    ARTICLE SUMMARY Introduction and evolution of Internet has revolutionized the way hotel operators and business in general approach daily activities and strategic planning. Internet is to modern business what electricity was to the industrial revolution. Internet has become a very important tool in generating revenues, lowering costs, increasing productivity, and increasing online visibility and therefore hotel and tourism operators need to utilize this tool to compete and be successful. The future of eMarketing in hospitality and tourism industries is bright and will serve the industry well for many years to come.
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    ARTICLE SUMMARY Introduction and evolution of Internet has revolutionized the way hotel operators and business in general approach daily activities and strategic planning. Internet is to modern business what electricity was to the industrial revolution. Internet has become a very important tool in generating revenues, lowering costs, increasing productivity, and increasing online visibility and therefore hotel and tourism operators need to utilize this tool to compete and be successful. The future of eMarketing in hospitality and tourism industries is bright and will serve the industry well for many years to come.
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    This article talks about e-marketing and how it is going to take over the industry. It mentions that the number of people on the interent is increasing and rapidly. E-marketing need to "create interesst, excitement and buy-ins at their hotels". Now with social media, e-marketing is becoming more accessible. "The level of emphasis and extent of experimentation varies greatly by hotel group and location, but growing importance, both for generating revenues, lower costs adn online visibility, is indisputable".
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    Are you a hotel eMarketer looking for ways to better communicate, educate and develop the role at your property/ies? This article explores some of the issues surrounding these efforts, complemented by a dose of perspective and a generous helping of best practices, all garnished, hopefully, by your own ideas and experiences. By Jitendra Jain
Chi Zhang

Online Marketing Strategy for Hospitality Industry - Educate Your Life | Educate Your Life - 0 views

  • To increase the Customer interaction and the engagement on the online world
  • To acquire New potential Customers
  • To Drive more traffic to the corporate website
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  • Facebook gives a greater ability to expand awareness through news feeds
  • to be successful social media demands high levels of participation, which means the time of the person who works on that project of increasing social media business opportunities.
  • Represent on all the best online marketing platforms and get involved in the forums and start talking about the hotel and its products and special offers.
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    We think of our offline lives as distinct from our online presence, but social media is real life. Look no further than the hotels you stay in, the restaurants where you dine, the airlines you fly on and the theme parks you take your family to for proof. More often than not, there's a Twitter and Facebook account behind the venue in question. Because social media is a platform for the customer's voice - and that voice can be heard by anyone in the world - the hospitality industry as a whole has embraced social media in a huge way. Hospitality businesses of all sizes - from the biggest hotel chain to the little neighborhood cafe - have found their own unique way to harness the power of Facebook and the distribution possibilities made available via Twitter.
Xinghe Hu

Hotels and Restaurants on Facebook Graph Search - First Impressions and Tips - 0 views

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    Having obtained early access to the beta of Facebook Graph search (currently only available to US English users), I immediately (of course) dived right in to see if I could replicate the funniest Facebook Graph searches that have been making their rounds on the web.
YUNTING CHEN

Should Brands Be Using Facebook Timeline? - 1 views

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    Should brands be using Facebook Timeline? Yes they certainly should. With the ability to post photos and videos, brands are given a great oppotunity to advertise themselves with more than just plain words to see a significant boost. Comments and likes from fans and non fans will increase the popularity of a brand. Facebook Time like has become the new way for marketing at a low or no cost.
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    It would be interesting to see their growth because of the chronological set up of Facebook Timeline. Pictures are also very effective.
Kamini Ramsaran

Hotel Transitions Social Browsers to Buyers | News | Hospitality Magazine (HT) - 0 views

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    Roger Smith Hotel in New York is now accepting online reservations through their Facebook page, coining the term, "Facebookings". Guests can now use their mobile devices such as any smart phone, tablet or operating system to do so. Pegasus Solutions, a company that provides technology and corporate services to hospitality industry, uses OpenView to do the "Facebookings". Roger Smith hopes that with using the power of Facebook and mobile devices, his revenues will increase.
boyan yuan

Facebook leads to hotel room revenue - 0 views

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    REPORT FROM THE U.S.-To say that social media sites such as Facebook are top of mind for hotel marketers might be an understatement. But during the first half of 2011, many companies began realizing real dollars by incorporating booking engines on their Facebook fan pages as a way to convert engaged customers. Starwood Hotels & Resorts Worldwide, Hilton Worldwide and Choice Hotels International , all of them are incorporating booking engines on their Facebook pages, and often with favorable results.
Bing Liu

Florida Restaurant and Lodging - POS & Technology - Social Media Trifecta for... - 0 views

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    This article talks about how social media helps hotels not only to promote their public image but also provide customers a two-way road of comments and suggestions about their stay. The three websites that are best suited for hotels are Facebook, Twitter and Foursquare. Using these resources a hotel can give its clients and potential guests the freedom to freely interact with the company itself. Facebook serves greatly to allow people to comment on their recent stay and provide feedback. Twitter enables the marketing department to promote deals and upcoming special events. Foursquare is a tool similar to reward accounts. People can check-in to Foursquare at the actual location and depending on a set amount of check-ins, a guest can be awarded with a discount or special arrangement, for example, a complimentary bottle of champagne can be offered for five check-ins. Social media is an always evolving tool that goes hand-in-hand with marketing advancements and the growing use of gadgets. Iphones, blackberries and tablets are present in almost every home of travelers and are heavily used to interact, find deals and leave reviews. Hotels that use this media weapon and its technology to the fullest are on the upper hand compared to their competitors that rely on traditional advertisements.
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    That is a good way for hotels and restaurants to invest more in social media. Almost all people have their facebook pages they can a lot of information from facebook. People talk about everything on the facebook and share their experiences with friends. If somebody is sharing his great hotel experience with friends, that would be like a great advertisement that does not requires much money and all friends would believe this advertisement more than others.
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    The social media is a good way to promote itself from word of month. It is an easy way to get the feedback from their customers, and improve itself. The hotel can become more competitive base on the social media because it contains the real evaluations from the previous customers rather than the unconvincing advertisement.
Kamini Ramsaran

Microsoft Teams Bing With Yelp to Enhance Search Results - Search Engines - News & Revi... - 0 views

  • Microsoft has announced a deal with the community review site Yelp to add its reviews of restaurants, stores and other businesses to Bing search results.
  • Microsoft has partnered with Yelp to integrate its reviews into Bing search results.
  • Bing and other search engines have struggled to grow in comparison to the dominant Google
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  • Google acquired Zagat in September 2011 for $151 million as a way to compete against Yelp in the ad-supported review business.
  • Google in May rolled out the Google Knowledge Graph, which helps a user refine their search results.
  • In the Bing redesign that added the Facebook integration, Microsoft also added a middle column to the results page called “Snapshot.”
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    Microsoft announced that they have partnered with Yelp to enhance their search results.  Google being the number 1 search engine, others are always looking for new ways to compete and possibly take over the number 1 spot.  Yelp is a website that provides users with reviews on businesses such as restaurants, hotels, bars, etc., like most free search engines, Yelp makes their money based off of advertising on their page. Aside from the addition to Yelp, Bing also added a Facebook connection to their search results.  If someone looks up a certain company that has a Facebook page, that page and user reviews will also come up in their search.  Recently Google added a feature called "The Knowledge Graph".  This feature can help distinguish the difference amongst your search if the topic you are researching has various meanings.  Bing came up with doing a "Snapshot" of the pages you search for to help you see more information about what you are searching for.    
Bing Kwok

New Facebook apps should boost revenues for restaurants - 2 views

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    The new Facebook app is the result of a partnership with restaurant reservation service OpenTable. Mobile users can now check out a restaurant's Facebook page and then make an instant reservation at any of the 20,000 restaurants that are part of the OpenTable lineup.Making a restaurant reservation can't get much easier than this. The app should help bring in business for restaurants that are part of the OpenTable network. A potential downside: It's now equally easy to for mobile users to cancel their confirmed reservations with a quick tap on their smartphone screen. The second app, a social gifting app dubbed Gratafy, promises to create an as-yet-untapped revenue stream by letting users purchase specific food and drink items for their Facebook friends without ever stepping foot in the restaurant themselves.
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    Yes i do agree with you on this. However, for example in China and Japan the whole concept of making reservations is not a common thing yet and i as well believe that it will never be. People just tend to walk in to restaurants as and when they please....This app would not really serve the purpose in these kinds of cultures....
annastone

Rundavoo: A New Facebook Application To Remove The Stress From Event Planning - 0 views

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    Adam Ayers, a graduate from Arizona State University, and founder of Entrepreneurs@ASU, has embarked on a new journey, with a new startup. He is on a team along with six others that are taking a new approach to event planning. Using the "majority rules" concept, the team has developed a new Facebook application called Rundavoo.
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    Adam Ayers has taken event planning to a new level as he is not just planning an event based on what one client would like, but he is surveying all of the event's attendees through Facebook, ensuring the events are a complete success. It operates event planning as a democracy, allowing all attendees to have a vote or say in what happens during the event. Though based on Ayers program attendees must have Facebook, this is a great concept that I think we will find growing as we enter the future. By event planning through attendee votes, I feel as if promoters and event venues could really optimize revenue and make event planning a bit simpler.
natashacastro

Hotel Marketing: Using Social Media to Improve Guest Experience - 0 views

  • For example, if a property receives negative feedback, it can be beneficial to respond directly to the customer, apologize for the experience and emphasize improvements that will be made or have possibly already been made
  • hile it may not seem important, the act of liking a Facebook page can make a huge difference in promoting a favorable image of your property brand, especially if you offer reasonable promotions as reward for liking your business.
  • The key to social media marketing is to actively engage
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    This article is showing how social media can positively impact guests experiences. This article was extremely useful for me. As a marketing consultant for a restaurant my main job is to interact with potential customers via Facebook, Instagram, Twitter and Yelp. One thing the article mentions is how social media is constant. This is extremely true when you have the ability to access communication with your costumers or clients. For example, in my case, if a customer posts a picture of a featured dish on the menu, I can easily and quickly reply with a positive comment, which could increase the potential for a loyal customer. The article starts off by how one can also monitor negative reviews on social media. I think this issue is so important to ensure good rapport between employees and guests. If a guest(s) posts a bad review on Yelp or Facebook, it is imperative to repair that by publicly apologizing and offering another free service or stay etc.
carine_elie

Traditional Marketing Vs Digital Marketing : What's the difference? - Eggfirst - 0 views

  • Pros of digital marketing: Digital Is the Only Sure way to Reach Generation Z- Born with a smartphone already clenched in their tiny hands, Gen Z is the only generation that’s never known life without the Internet. For them, the radio is an antiquity, the TV set is something that their grandparents watch ‘programs’ on. They pay little attention to printed papers and think about billboards as scenery. If you wish to develop this age demographic as customers, then you need to be online so they can find you. By 2022, they will become the largest generation of consumers. Even as youths, they are making an impact – 93% of parents say that most of their purchasing decisions are influenced by what their kids have to say. Budgets Are Easier to Redistribute with digital marketing- budgets are mostly placeholders. You can plan to spend Rs10000 on Facebook ads every month, running branding campaigns, only to figure out one week later that those campaigns are underperforming. So, seeing this, you immediately pause the campaign. Spending stops. At the same time, your content marketing team had been allocated a budget per month. There’s nothing stopping you from diverting money from those Facebook branding campaigns to where it can make a difference today. An Abundance of Data to Pinpoint Your Ideal Customer- Facebook, Google, Twitter, and other platforms and service providers earn money by knowing everything there is about their users. When running digital campaigns, you get access to this analytics data and learn a lot about your ideal customers. By looking into Facebook or Google analytic tools, you will be able to generate several buyer personas to describe each segment of your customer base. We use the concept of persona to clearly define to whom we are speaking, in order to be hyper-focused in our content creation. The goal is to understand the problem that your product or service solves by walking a mile in their shoes. The persona that you’ve written up will serve as a powerful tool for writing laser-focused copy and content that will speak directly to each customer segment that you’re targeting.Cons of digital marketing: Digital ads can be deemed as annoying- Think about the moment you’re scrolling through your Facebook homepage and all you want to do is see what your old school friends are up to these days. Then you get the dreaded sponsored ad for something related to an embarrassing ailment you googled the night before. It’s sure to make you actively dislike the very brand doing the clever targeting. Less permanent- Digital marketing efforts like Google ads, banners, promo emails or social media ads can have a fleeting, temporary character. They’re intangible and can easily be ignored. If your target audience keeps scrolling or clicks to the next page your ad will be gone from their screen.
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    The 21st century's marketing technology trend may revolve around proximity. Traditional marketing is still sometimes the best approach for businesses to reach their target audience. The advantages and disadvantages of traditional and local marketing are discussed in this article. This quick read offers much of useful information.
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    The 21st century's marketing technology trend may revolve around proximity. Traditional marketing is still sometimes the best approach for businesses to reach their target audience. The advantages and disadvantages of traditional and local marketing are discussed in this article. This quick read offers much of useful information.
anonymous

Integrating social into CRM for smarter customer care | ZDNet - 0 views

shared by anonymous on 03 Jun 12 - No Cached
  • Customer Relationship Management can only get better with the integration of social tools into the customer process.
  • Lauren McKay tweeted about how much she loved cornbread when she was staying in the Gaylord hotel.
  • Room service delivered a selection of cornbread and a hand written note referring to her tweet four months before.
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  • Examples such as this are a great validation for the socially savvy Gaylord chain.
  • We communicate using many different channels. Of course some of us prefer to use the phone to sort issues out but increasingly we might prefer to use instant messaging, Facebook or Twitter.
  • Brands are trying to go social with their customer interactions, but are struggling to integrate social channels into their traditional systems. Traditional CRM, or indeed social CRM might not allow the customers to interact with a real person from the brand.
  • Information from Twitter feeds back into its social CRM system and added to the customer record.
  • But brands sometimes have challenges integrating the flood of information into social CRM systems. It can be difficult to keep track of each channel of communication.
  • It uses social customer interactions and real time social monitoring of Twitter and Facebook pages. Real time monitoring of conversation is vital if the brand is to be proactive and responsive to the customer.
  • “Industry reports indicate that of customers who complain about a company on social media, more than 70 per cent of those complaints receive no response from the company. It’s time for change”.
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    This article discusses how CRM's use social media to promptly communicate with customers. I thought it was very interesting that 70% of the complaints made by customers via a sm outlet are not responded to. Examples are given as to how some companies use teams whose specific responsibility is to respond to customer complaints by text, email, twitter, and/or facebook. I thought it was cool that one guests tweet about loving cornbread, turned into a response by room service to deliver cornbread right to her room.
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