Social Media at Sea

Q&A with Talk to the Manager

By Yoon Song May 19, 2013 Leave a Comment

An ancient relic of the hospitality industry has been revived to help navigate the ever-important digital conversation between businesses and its customers. Talk To The Manager (TTTM) is the prodigy of the primitive comment card that used to adorn nearly all businesses who wanted to gain customer feedback.

TTTM doesn’t rely on metrics that traditional comment cards can measure. Instead, they’ve realized that a customer’s perception is priority number one and what better way to make a great impression than to let the customers ask the questions rather than default to a business’s pre-scripted survey. Along with TTTM’s analytics, customers help hone the exact tools that business can implement to improve the quality of their experience in real-time.

The way it works is: when you sign up with TTTM, you receive a unique phone number that customers can text their anonymous comments to whereupon the management staff can respond. The applications for this simple yet effective app can be used by any business to tailor their experience to meet customer expectations.

We recently had a chance to interview the creators of Talk To The Manager. Their business model is proof that tackling tough issues in the hospitality industry don’t always demand complex solutions.

What kinds of variables do you track besides the negative and positive feedback?

We’re currently building out a TON of new features in the dashboard that will provide much deeper analytics, but be displayed in an easy-to-understand (and actually use!) format. However, until they’re completed we’re unable to disclose exactly what they are, but keep an eye out in the coming months. They should all be released within the next three months (hopefully much sooner).

Your service seems like a more proactive approach to customer satisfaction opposed to reading about performance and food on websites like Yelp. Do you think your service will facilitate not only better reviews, but also relationships that create repeat customers?

We definitely believe our service to be a proactive approach. And you hit the nail on the head, we built this specifically to help get better reviews and create brand loyalty. We don’t want to stop reviews, because that would be silly, they can be a great tool and are never going away. But we want businesses to get a chance to respond to issues privately before they end up on public review sites, that way they can resolve issues and get better reviews. A lot of people today are talking about online reputation management (ORM) but we like to think of our service as preventative online reputation management.

Have you considered building a space online where people who use your service get to post a review on your site instead of Yelp?

No. We don’t want to be another review site. The point of our service is to get private feedback directly to on-site management in real-time so they can resolve issues. We are all about privacy. We keep both the manager’s and the customer’s phone numbers hidden from each other, and all feedback is kept in our dashboard for private viewing by the business. We like to think of it as their diary. Sometimes you make mistakes and have bad days, hopefully with our service you get a chance to correct those mistakes and they don’t have to be written on a public review site for everyone to see.

On the other hand we have found that over 75% of the messages from customers are positive, so we have created a way for the business to share these positive anonymous customer testimonials on their Facebook and Twitter profiles if they would like, but that is their choice.

Disruptive technology is a big topic that’s discussed right now. Did you consider how your service would change the traditional conventions of how restaurants will run their kitchens and services?

In all fairness most things being created for the restaurant industry today would be disruptive if they were actually adopted. The restaurant tech industry has so much competition right now because there really hasn’t been too many tech advances adopted by the industry as a whole, so there are some MAJOR opportunities. That’s a big reason our technology is so simple. We’re not some new app you and your customers have to download, or some website you have to visit, instead we are a simple text messaging service that requires absolutely no set-up. At our most recent trade show we had an older gentleman who owned a chain of restaurants pull out an old flip-phone from probably 2003 and ask us if our service would work on his phone. He was kind of being snide and joking until we told him yes it would work no problem and his jaw about hit the floor. He has since signed up.

So I guess in answer to your question, yes, we absolutely understand the possibilities of how our service could ‘disrupt’ the industry, and have a ton of additional features/products in the pipeline that can help it get there, but for now we are only worried about proving to the restaurant industry how simple our tool is and that it is a tool that is ACTUALLY USEFUL.

Some argue that this trend is a step toward the digital obsession with people and their electronic devices. How do you respond to this type of commentary?

There’s really not much that can be said at this point to stop the digital revolution. A lot of people don’t like the fact that consumers are becoming so addicted to their devices. As a company we don’t have an opinion whether or not this is a good or bad thing, we just see opportunity and pursue it. We’re entrepreneurs.

Tagged With: customer service, hospitality, mobile marketing

How to Handle Negative Restaurant Reviews

By Guest Contributor May 17, 2013 Leave a Comment

The culinary industry thrives on word-of-mouth. It takes more than a restaurant’s advertising campaign to bring customers in, as hearing about a great little burger joint from a friend of a friend goes a long way in bringing in business.

As the name implies, the service industry relies on its ability to deliver. When people hear about great service they flock to experience it for themselves. In contrast, when people find out that there is much to be desired in the food or service they are less likely to ever go in the first place.

The truth of our modern digital age is that information can be spread very rapidly. As a result, negative information is spread just as rapidly because of the technology we have at our hands. Knowing how to handle negative reviews online is extremely important.

In the past, a bad restaurant review would be printed in a circulated newspaper, giving you little opportunity to respond. In fact, the traditional way to address a review was to invite the food critic to return. Now, with numerous sites like Yelp and Urbanspoon not only can customers post their experiences, but the restaurants can also respond to those reviews.

As a restaurant owner you have very limited control over what someone says online, but you do have control over how you handle bad publicity. Fortunately, this builds positive rapport with restaurant goers that has the potential to turn any negative attention into an opportunity to strengthen credibility within the hospitality industry.

Take a deep breath

The natural response to being attacked is to quickly defend yourself. The problem here is that a quick response means you did not spend a lot of time thinking it through. Before you respond to any criticism, stop, take a deep breath, and walk away. Give yourself a day to think it through and sleep on it. When you have had sufficient time to flush out your angry adrenaline, then you can come back to dealing with the criticism.

Accept the criticism for what it is

Whether a critique is good or bad, accept it for the opportunity that it presents to grow and develop. A gleaming customer review points out where the strengths are in your experience. If they loved the way their steak was cooked then you know you’ve got a chef doing something right in your kitchen, if they liked the service, then you probably have a waiter or waitress that could teach the other members of the staff a few things.

The common belief when reading a negative review is that it is exaggerated. While it is certainly true that people have a tendency to blow things out of proportion, don’t immediately dismiss a negative review because you think it may have been exaggerated. Instead, carefully consider what was said. Did they complain about a particular server, was the restaurant too noisy, or maybe their dinnerware was dirty.

Ask the server in question if they remember the customer and the incident. Maybe you can turn down the music in your dining room. And dirty dishes might be an indicator that a dishwasher, man or machine, may be in need of some attention.

Be cool and respond

After you have had some time to handle the problem on your end, now is the time to respond to the criticism. Most reviewing sites offer a way for the business to respond, either by posting to the same review board or by personally contacting the people posting reviews.

Don’t open a response with an attack. Be apologetic, thank the person for coming and offer your sincere wishes to address the concern and improve their experience if they choose to return. If the situation is about to escalate into an internet nuclear war, then just walk away. Getting involved in a confrontation almost always ends up with your business looking like the bad guy. Be polite, apologize, and let it go.

Don’t just focus on the negative

You might find that handling bad reviews can be a little time consuming. Although, if you spend all your time dealing with complaints this is a sure sign that something in your business plan needs to be seriously evaluated. Even if you try and address the situation and offer amends, some people just want to vent their anger, and others can never be appeased.

It’s easy to be distracted by negative comments and reviews, but don’t let that monopolize your time. If a customer leaves a good review, thank them for the experience and for taking the time to write the review.

By taking the time to relax and address concerns with a clear head, you’ll show that your business is not only professional, but cares about its customers as well.

–

This article was contributed by Cassie Corbett. Cassie is a writer and culinary enthusiast with the cookware suppliers at World Kitchen.

Tagged With: customer service, dining, hospitality, restaurants

What Brands Can Learn From Taco Bell

By Debbie Miller April 10, 2013 Leave a Comment

On April 3, I attended the 17th annual Restaurant Industry Conference at UCLA. Hosted by UCLA Extension, the conference focused on brand relevance and evolution. The lunch keynote, Greg Creed, CEO of Taco Bell, discussed how his brand has transformed itself in several essential ways without losing the loyalty of its core customer.

Many of the points that Creed touched upon may serve as valuable insight for a variety of brands.

The humorous Australian opened with a core distinction between what food used to be and what it is now.

Food used to be fuel, but now, it’s an experience.

He addressed two key insights for any brand:

Current customers want you to be more relevant
Potential customers want you to be better (otherwise, they’d already be your customer)

For example, Taco Bell’s journey to be more relevant was encompassed by the Doritos locos tacos, which created the best year they’ve had. He emphasized the significance of being able to both be better and more relevant as well as be able to answer and execute. Creed also mentioned an ambitious goal – the brand hopes to double in size in the next 10 years. This is a bold goal, but they’re being transparent about it so that they’re held accountable.

Creed discussed how Taco Bell has become the first brand to be in the top five in terms of both speed and accuracy. Brand clarity, knowing what your brand stands for, is essential to this. Any business should understand why they exist and what they stand for.

For Taco Bell, success criteria is defined by whether an initiative is uniquely Taco Bell; resonates with and represents all stakeholders; is repeatable; and conveys the essence — in this case, “MAS.”

This helped birth the idea of their Super Bowl commercial (which went against everything they were advised to do), along with the expansion of their breakfast offerings.

He also touched upon the importance of taking care of your staff.

Creed noted that people are going to judge companies based on how they treat their employees, and act accordingly. Taco Bell’s employees were the first to try and share cool ranch tacos. While this cost the company a lot of money, it created brand advocates of employees.

They are also keeping all employees at 30 hours or greater to ensure they have and keep their healthcare benefits. While other brands are publicly cutting hours to avoid healthcare costs, this move was perceived as the “best decision” they could have made in this situation.

Creed closed with this noteworthy quote:

There is no standing still. You’re either going forward or backward. If you’re standing still, you’re going backward, as others are going forward.

What are some of the ways you’re moving forward?

Tagged With: branding, customer experience, restaurant marketing

The Social Media Hospitality Experience

By Guest Contributor March 11, 2013 Leave a Comment

This first-hand experience was contributed by Albert Qian. Albert is a web and social media program manager born and raised in Silicon Valley. He believes that social media has the power to connect people and facilitate the sharing of personal stories that can change lives and perspectives.

Last month I had the opportunity to participate in a very unique social media experience. Through the Irvine Company, I was able to help market Crescent Village, a new apartment community in San Jose, through social media. Over the five-day experience, my friends, fans, and followers were treated to photos, status updates, and blog posts about living in one of the most luxurious units I had ever had the opportunity to live in.

The use of social media played a big part in this event. For photos, I used both Facebook and Instagram. For location-based check-ins, I used Foursquare, and for blogging and status updates, I used WordPress, Twitter, and Facebook status updates.

There are no doubt numerous social networks available to market a social media experience – new apps such as Vine are good for documenting short bits of content for audiences, but the core philosophies remain for any social media marketer.

Social media experiences should be visual: Instagram and Facebook photos were always my best bet when it came to engagement. Humans after all are very visual folks and respond well to visual cues. Seeing something as opposed to reading is always preferable, and for many, seeing the features and amenities of Crescent Village were very tempting.
Location, location, location: Location is a very big key in social media, and even more so for living. Checking in mattered to me because Crescent Village was a short ten-minute walk to my office and I wanted to show friends and followers just how close it was to live to work and the benefits. When marketing your brand in hospitality show how close you are to the places that matter to your audience. This always makes the experience better.
In friends we trust: Facebook was my biggest asset in being able to show the world how great a place Crescent Village was to live because that’s where I have friends who trust me the most. When marketing your hospitality brand consider the networks and audience where you are trusted the most. When you have that trust people are more likely to approach you and ask about your experience, or come to the experience itself as many friends did.
Social networking doesn’t just leave itself to social media: In the end also get your friends involved. Friends were always happy to come over and join for the fun as evidenced on Wednesday and Friday at Crescent Village where we had a group tour of the complex and a business meeting, respectively. Having friends create content, tweet, and Facebook about their experience is just as important because you cannot build relationships unless you are present in real life. As a hospitality brand, build up your trust and social capital by holding events and networking with others. This is sometimes the best way to build a relationship.

What other brands have you seen go out of their way to establish relationships through social media?

Tagged With: hospitality, social media

Four Ways Hotels Can Use Instagram

By Guest Contributor February 26, 2013 17 Comments

Instagram has quickly grown to be a powerful marketing tool for all types of businesses. Its user base has grown exponentially, and now that Facebook has acquired it, the potential for its use has grown even more.

Hotels and other businesses in the hospitality industry are uniquely positioned to use Instagram to market themselves because of the visual and creative nature of the medium. Not sure where to get started? Here are a few ideas for using Instagram to market your hotel:

Share Photos of the Rooms and Amenities

Obviously, the first place to start is to share stunning photos of your hotel and its amenities. Showcase the rooms and suites. Highlight the amenities such as the fitness room and swimming pool. Feature the mouth-watering dishes from your hotel restaurant. Catch the staff in action providing exceptional service for your guests.

The key is to take and share only the very best photos. Be creative and take a unique vantage point that will not only pique your followers’ interest but will also show off your hotel’s best features and make them want to visit.

Create a Virtual Tour

Let’s face it: Guests don’t come to your hotel because they want to stay at your hotel, they come to your hotel because it’s the best one in the region that they want to visit. Show them why they want to come spend a while in your town by creating a virtual tour. Take photos of the landmarks and notable sights in your city and region. If you are located in a big city, create a tour of the “hidden” side of your city — sights and features that most don’t know about.

As always, your focus should also be on creating beautiful pictures that will capture your followers’ attention. Though they may look like snapshots, any photos you share should be taken with the care of a professional.

Create a Virtual Treasure Hunt

Make your guests’ stay at your hotel a fun one by creating a virtual treasure hunt including your hotel and the surrounding area. Leave clues that will take them past little-known parts of the city or that will highlight features of your hotel. Create clues that will be both easy and hard to appeal to players of all ages and all abilities.

Make it fun and competitive by offering an array of prizes. Just for fun, a “prize” could be a guestbook where everyone that completes an easy hunt can sign their name and leave a note. A more competitive prize could be something like a free meal at your restaurant or a free night in your hotel to someone who completes a harder trail.

Hold a Contest

You don’t have to take all the photos on your Instagram account. Hold a contest and ask your visitors to share their best photos of your hotel, their stay at your hotel, or their trip in the surrounding area. Include creative prompts to get the best photos possible. Offer a really great prize to generate a lot of buzz and to get a lot of entries.

The more entries you get, the more photos you’ll have for future marketing endeavors, and the more exposure you are likely to generate for your brand.

Instagram is a great way to market your hotel, and it offers a lot of creative possibilities. These are just a few ways you can get started with the network to market your hotel. Think outside the box, and the sky’s the limit for other marketing possibilities!

How do you use Instagram to market your hotel? Share your tips in the comments!

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This post was contributed by Chloe Trogden. Chloe runs www.collegegrant.net, which serves as an up-to-date financial aid guide for thousands of people all over the world. Her leisure activities include camping, swimming and playing her guitar.

Tagged With: instagram, instagram for hotels

A Beginner’s Guide to Pinterest for Marketing

By Guest Contributor February 15, 2013 Leave a Comment

Pinterest actually launched in 2010, even though it took off the start of last year as users the world over went pin crazy. Just take a look at this impressive growth graph!

Now the website has over 11 million users and is still growing, with some of the most popular pin boards including holiday destinations, interiors inspiration and recipes – perfect for those in the hospitality industry.

While businesses like fashion brands and home decor stockists do do very well on Pinterest, there’s a place for those in the hotel, bed and breakfast and restaurant industry too, provided you go about it strategically.

A Picture Says a Thousand Words

Pinterest is a very visual social network. Images are the main focus, with just enough room for a clever caption and none at all for status updates and messages to friends. This makes it a fantastic tool for the hospitality sector where beautiful, high quality images of premises, food and surroundings are rife.

If you’re still uploading lower quality pictures, the best thing to do is invest in a good camera. It doesn’t even have to be an SLR as compact digital cameras are being increasingly manufactured to produce better quality images for less. You’d be surprised by the difference a professional looking photograph can make to a potential customer.

Pinterest users love sharing images that capture not just their eye but their imagination, and are the ones most likely to be shared by their own followers too, therefore being passed on to a much wider audience and increasing the original pinner’s visibility.

Variety is the Spice of Life

Although Pinterest does differ from other social networks in a few ways, the key best practices of not being too salesy and mixing up your content to cater for different visitor tastes still remains, just like Visit Savannah does.

For a decent variety, for each board you create to showcase your business, create another that showcases inspiration for the same subject. For example, when creating a board full of images of your beautiful rooms start an additional one named something like ‘Hotel room inspiration.’ The same goes for things like the food you cook and recipe inspiration, and your business’ location or what to do there and your own dream holiday destinations.

You could even create a board that reveals what goes on behind the scenes at your establishment and is full of images of your chefs hard at work, your guests enjoying a mouth-watering breakfast or even a few snaps from a staff day out.

One of the most effective boards to create though – provided you also function as a wedding or reception venue – is for wedding inspiration. It’s one of the most popular categories on Pinterest and, if you mix in lovely pins of what you think the perfect wedding could involve with a few images of your own venue, the board is sure to capture the imagination of users and show them you’ll be able to make their dream day a reality.

Another popular category is ‘DIY & Crafts’ which, if you approach it creatively, is a great one for users in the hospitality industry to exploit. If you’re able to take advantage of the wedding theme you could repin tutorials for DIY bouquet arrangements or even create one yourself! And if not, try tutorials for making your own table arrangements, folding napkins creatively or even how to make your own face masks to leave in guests’ bathrooms.

As a little extra tactic, you could also try to pin images seasonally, posting lovely shots of your Christmas lights and decorations during the festive period, pinning recipes for the perfect autumn meal and even images of spring flowers popping up around your premises. You just need to think outside the box!

Traffic Control

Pinterest is a great source of website traffic, and if you pin according to the previous guidelines and offer equally as interesting and engaging content on your website, the probability of turning that traffic into business becomes even greater.

Image credit: Shareaholic

But how exactly do you get them to your site from Pinterest? Well, first you need to download the ‘Pin It’ button from the ‘About’ section of your Pinterest homepage.

Once you’ve done that, use it to pin (attractive and relevant) images from your website to your chosen board, and when users click that image on Pinterest they’ll be taken straight to the page that you pinned it from.

Blog posts are perfect, establishing you as an industry authority and creating a sense of trust among potential customers, nurturing them towards making a booking. It’s also good practice to post links, where relevant, in your image captions and profile bio to increase site awareness in a low friction way, letting users make the choice to click through when they feel like it.

Social media users also love contests, and you can really get creative when using Pinterest. Visit Santa Barbara recently ran an effective Pinterst content tying in various aspects of the city.

Sharing is Caring

For all Pinterest’s subtle differences to other social networks, it’s still a social network and requires you to interact with other users for it to really work. You should be liking, repinning and commenting on content regularly to raise awareness of your business and build up relationships with other users, proving to them that you aren’t just about the sale; you’re about the actual customer too.

Another great way to get involved is by joining community boards. These are boards that multiple users can pin to and can be identified by the little symbol of three people next to where it says ‘[x number] pins’ on the board in question. They’re also a great way to develop relationships with other users as you’ll need to send a nice email or leave a comment requesting to be added, preferably telling the board’s owner that you love the content that’s on there.

Community boards are also a great way for hospitality businesses just starting out on Pinterest to quickly pick up followers, provided you don’t spam the board with irrelevant pins and get kicked off that is!

Pinterest can be an incredibly valuable tool in your marketing efforts for your hotel, restaurant, destination or venue, if you do it right. The key thing to remember is that the businesses that succeed are those who really get involved with what’s going on and use the platform as much more than just another sales pitch.

Remember: show your human side, give something back to users, don’t forget to have fun and, most importantly, bear in mind the simple rules of Pinterest etiquette – be respectful, be authentic, credit your sources and run promotions in the correct manner.

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This post was contributed by Michelle Pegg, a true social media advocate who enjoys reading and blogging about the hospitality industry, textiles and linens. She is the Assurance & Compliance Manager at Hilden Linens, UK suppliers of linen to the hospitality industry. Follow her on Twitter: @PeggMichelle

Tagged With: creative marketing, destination marketing, marketing on pinterest, pinterest, pinterest contests

What We Can Learn From #Timeto365

By Debbie Miller January 29, 2013 Leave a Comment

Microsoft debuted its latest version of Office today, along with its “Time to 365″ campaign.

By visiting office.com/timeto365, users can leave tips for others with feedback on different ways to use the various components of the new offerings.

The #Timeto365 hashtag is also being promoted on Twitter, allowing conversation about Office 2013′s launch to be streamlined, and for people to follow along and learn more about the launch party that took place this evening in NYC.

The platform is now offering a subscription model, which allows for easy access of your items on a mobile device as well as the ability to launch and sustain a business website; create, store, and edit docs online; and connect immediately with colleagues on projects. Learn more here.

Despite these new features, the reason I decided to write about Office is because of their social media presence.

Earlier, I tweeted the Forbes article talking about some of the benefits of the #Timeto365 subscription. I often share articles simply because I find the information valuable, and not because I necessarily anticipate a response.

I was baffled to find that less than an hour after I tweeted, the @Office Twitter account had responded.

I hadn’t tagged their handle; only used the hashtag. To take things a step further, in their tweet back, they referred to me by name and referred to my blog, displaying that they’d clearly read my Twitter bio. This kind of personal touch they displayed is extremely rare among the rapid pace of Twitter.

Furthermore, as they’re undoubtedly receiving a high volume of tweets today, the fact that they’re monitoring their brand and the hashtag this intently, and responding personally to tweets, is quite impressive.

I responded letting them know I’d check it out, as, while I may have eventually upgraded before, I had a greater desire to do so now after this more intimate exchange. To that, they responded again:

These kind of responses, seemingly rare among brands, further displayed their humanization and superior customer service. Taking the time to say thanks for supporting, along with the explicit offer to reach out for help, is incredibly refreshing to hear as a consumer.

Additionally, upon checking out their Twitter stream, it was evident they were treating others the same way. They refer to nearly everyone by first name, and often include something personal in each response.

Rather than use today to just push their product, they jumped on the opportunity to reach out to their consumers and create personal, memorable connections.

Tagged With: customer service, Twitter

5 Hospitality Trends – Changing The Way You Do Business

By Debbie Miller November 28, 2012 2 Comments

The hospitality industry is booming, thanks in large part to companies willingness to embrace new technology.

From online booking to social media, technology is definitely trending in the hospitality industry.

The latest infographic from The National Business Research Institute takes a look at the rise of some of the most popular trends in hospitality.

Tagged With: hospitality trends, trends in hospitality

iPad Kiosks Rise in the Hospitality Industry

By Debbie Miller October 19, 2012 Leave a Comment

Lilitab just released this infographic on the growth of iPad kiosks in the hospitality industry. It shows how the iPad has grown over the years and concludes that this growth has had an impact on the growth of iPad kiosks, which allow to consumers to personally take care of their travel/dining needs, and spend more time in the hotel or restaurant.

Tagged With: ipads

Cash Registers vs iPads: Pros and Cons to the Shift to Tech

By Debbie Miller October 2, 2012 1 Comment

According to their Facebook bio, Urban Outfitters is the biggest small retailer in the world. Noting that’s a contradiction, the brand says they don’t intend to make sense on paper, and they don’t even have a logo.

It’s no surprise, then, that this out-of-the-box boutique retailer is fine with challenging the status quo.

According to Business Insider, at last week’s brand analyst day, Urban Outfitters revealed that they are going to phase out cash registers in favor of Apple touch-screen products.

The sales people will have iPod touches, similar to the Apple store (known for its wire-free, personal service), and the formerly on-counter registers will be replaced by iPads on swivel devices, allowing for cashiers to be on the same side of the counter as shoppers.

The company’s CIO Calvin Hollinger noted that purchasing iPads are about one-fifth the cost of cash registers, and provide a more diverse array of functionality, such as being turned toward customers, who can view content, put in personal information, create a gift registry, etc.

This seems like it could potentially present pros and cons:

Pros:

It’s more efficient. With employees walking around with iPod touches able to authorize transactions, people don’t have to worry about waiting in line.
It’s cleaner. There are no wires, no large registers on the counter, etc.
Similarly, iPads not-in-use can be easily removed from the counter, allowing for more space for organizing or other projects.
It shows a progressive stance on implementing technology. Beverage company Total Wine & More also recently made huge strides in regard to creating a tech-friendly atmosphere for guests.

Cons:

Eventually, with complete reliance on advance technology comes the possibility that retailers won’t need to hire as many employees. People will probably be able to ring themselves out via iPad (similar to self check-out options at grocery stores and the like). While this is a money-saver for the stores, it’ll could hurt the economy as well as the younger generations that typically rely on these kinds of jobs.
There could be more potential for shoplifting. With people just wandering around and being able to check out wherever, it seems much more easy for someone to claim to have checked out and rang up items (and “lost” their receipt), when they haven’t yet.
It’s more difficult to tailor to the cash-preferring crowd. While they’re becoming fewer and far between, kids or those with only cash them won’t have the same accessibility to these options that prefer credit card swiping.

What do you think? Do you like the idea of using iPads at stores, or do you prefer good-ol’-fashioned cash registers?

Tagged With: ipad, retail, technology

Social Media at Sea

By Debbie Miller September 25, 2012 Leave a Comment

Cruise lines have been able to tap into social media in unique ways. In addition to active presences on Twitter and Facebook, they’re also bringing people together by hosting events tailored to the social-savvy crowd.

Like traditional (land) tweetups (networking events providing the opportunity for those who’ve met online to meet in real life), October’s #SEATweetup is fast approaching and offers average joes the opportunity to network with some of the finest social media marketers.

One of the event’s sponsors is CruiseDeals. CruiseDeals has been setting a steller example of branding on social media, and because of their pro-activity, they’ve been able to acquire strategic partnerships; help raise money for charities; and be featured in various legitimate publications.

The cruise line was the first travel agency active on Twitter in 2008. Despite Twitter being a new platform, CruiseDeals hosted a Twitter-based giveaway, providing a cruise to a lucky Twitter fan.

The early adapters also co-hosted the first social media conference at sea – Social Fresh Cruise with Chris Brogan, Amber Naslund, Jason Keath, and 50 other social media speakers and bloggers.

In 2009, Social Fresh Cruise (#SoCruise) sailed again with Ted Murphy, Kate Buck Jr., and 60 other social media influencers.

In 2010, they planned and promoted the Cruise4Haiti on Twitter to raise money and transport donations to Haiti, in partnership @Kidtravel and @CruiseBuzz.

Due to their pro-active and philanthropic presence, @CruiseDeals was invited to be part of the Twitter beta program for promoted tweets.

In 2011, they teamed up Green Mountain Coffee and VaynerMedia to launch their brew-over-ice product by giving away an Alaska Cruise promoted on Facebook and Twitter.

Thanks to this sweepstakes, their Facebook fan count increased by 50,000 (yes, fifty thousand!)

They also joined forces with Norwegian Cruise Line and members of the South Florida social media community to host the first #SeaTweetup.

The company has thoroughly embraced the social media community by attending and promoting social media conferences, events, and Tweetups, and also acquired a sizable audience that is kept engaged with cruise giveaways and the best cruise deal alerts on the internet.

They also have a blog, CruiseSource.us, which is used to share cruise news, deals, and advice. The @CruiseSource Twitter account won the 2008 Shorty award for best Travel content on Twitter.

Thanks to their Cruise Price analysis on CruiseSource and deal alerts on Twitter, @CruiseDeals was recommended by Money Magazine, NY Times, ABCNews.com and Travel & Leisure.

And, thanks to social media and blogging, CruiseDeals.com has been been featured in many major publications like Wall Street Journal, USA Today, Forbes, along with the ones mentioned above.

Having been passionate about social media since 2008, CruiseDeals has been an integrated part of the community of social media evangelists. Their audience is engaged with original high-quality content that displays their expertise by alerting clients the best cruise deals, which also helped gain a lot of earned media. They participate in social good projects whenever possible. Meeting other social media marketers face-to-face and teaming up on cool projects, along with the willingness to experiment, has been keys to their success.

Visit the site for the current cruise giveaway: http://bit.ly/CDsweeps

Tagged With: cruises, social media for cruises, tweetup

A Picture Says a Thousand Words

Variety is the Spice of Life

Traffic Control

Sharing is Caring

Join the Conversation

Social Hospi-whaaaaa?