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Social Media – Pay Attention to Customers and 17 Other Tips

May 25, 2016
2 min read

You have your social media accounts set-up. Facebook and Twitter are branded. LinkedIn is complete. You have your goals. A calendar of rich content is planned. You’re posting. But that’s it. There’s no engagement. We’ve long commented on the need for you or your staff to engage with your customers. You can read those thoughts in Five Things You Should Be Doing, Social – Verb People Engaging Pt. 1, and Social – Verb People Engaging Pt. 2 Just when we thought we were the lone voice in the wilderness, Chad Brooks pens Are You Paying Enough Attention to Customers on Social…

May 20, 2016
2 min read

Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent. Two of three consumers are likely to experience rage during an interaction with a customer service rep. In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint. For retailers the outcome is not good as it is putting about $202 billion in revenue at stake and can slash consumer repeat business and loyalty to shreds. Here are tips to help you improve your customer service, increase…

May 18, 2016
2 min read

The Oklahoma Conference on Tourism was held yesterday in Oklahoma City. Great sessions on branding, social media, customer service, motorcoach marketing, festival and events marketing, agritourism, destination development, and attracting Gen Y (millennials) to your destination. Naturally, quite a few ‘little nuggets’ of take-aways… Secret to #socialmedia #marketing per @SheilaS of @TourismCurrents: “Work your butt off!” 3 times to market on #socialmedia: before, during and after. Too many forget last two and (social media) account goes cold. @SheilaS Your #CVB is not reaching #millennials. No app. Website (is) not mobile friendly. (You need to) treat #socialmedia like traditional media. “Don’t discount a…

May 12, 2016
2 min read

These weekly collections of how-to articles are intended to improve customer service in your small business or destination. But it may be rockin’ already! Your shop may be known far and wide for its exceptional customer service. Have you ever thought “is it too friendly?” We start with that question. When Customer Service Gets Too Friendly How familiar should the relationship between customer and server be? Kim Knight considers the issue. Transform Your Customer Service And Customer Experience In 12 Steps The first part of simplifying customer service and customer experience transformation is to have a list. Here’s such a…

May 10, 2016
1 min read

Tourism professionals at Convention and Visitors Bureaus – CVBs (or Destination Marketing Organizations – DMOs) are implementing some innovative programs to increase visitation in their destinations. We call them Tourism Best Practices: ‘D-Rover’ Mobile Visitor Center Unveiled in Detroit A black and white van with a big yellow stripe will be at upcoming metro Detroit events this year as a mobile beacon for things to do here. Second story on the D-Rover. Could Airborne Cable Car Boost Chicago Tourism? Imagine sitting in a sleek, modern-day cable car zipping over the Chicago River to Navy Pier, perhaps even Millennium Park. Columbia State, Visitors Bureau…

May 9, 2016
2 min read

As they say, “why recreate the wheel?” and when it comes to social media practices, it’s okay to watch popular or successful accounts, see what they’re doing and try to emulate. If you truly struggle with your campaigns, take a look at these first two articles to learn how you might “do” social media better: 20 Popular Social Media Sites Right Now (The article) profiled 20 most popular social media websites so you can now make informed marketing decisions. 5 Trends from Social Media Marketing World 2016 Here are five of the biggest trends discussed at Social Media Marketing World.…

May 5, 2016
3 min read

May 3, 2016
3 min read

It’s National Travel and Tourism Week in the United States. A week to spotlight the 15.1M jobs and $2.1T the industry generates for the U.S. economy. What a better week for our largest collection of Tourism Best Practices. These are innovative programs tourism professionals at Convention and Visitors Bureaus – CVBs (or Destination Marketing Organizations – DMOs) are doing to increase visitation in their destinations. We start outside the U.S. You’ve heard of multi-city or multi-county collaborations. How about multi-nation? Report: Jamaica, Cuba and the Dominican Republic to Forge Multi-Destination Arrangement Efforts to boost cooperation between Jamaica and Cuba in the area…

April 28, 2016
3 min read

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Customer Service – The New Selling; 6 other reads and 40 tips

Customer Service – Can It Be TOO Friendly?

Tourism Best Practices – Detroit Mobile VC, Chicago Cable Car and more

Customer Service – Lessons from Big Brands; 5 Metrics