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    Entries in case study (3)

    Monday
    Oct222012

    Social Maturity of Mountain Travel Industry

    John Runberg, Partner with BCF, and I surveyed attendees of the 2012 Mountain Travel Symposium to determine the level of social media maturity of this travel industry niche. In the presentation that follows, we published our findings from the survey’s 36 respondents.

    These respondents spanned hotels, destinations, ski areas, and travel-related vendors.

    BCF is a full-service marketing agency with a passion for the travel and hospitality industry. I’ve been working with them on building a measurement practice for their agency.

    Click to read more ...

    Thursday
    Oct182012

    Social ROI Case study of Rocky Mountain Hotel

    For the 2012 Mountain Travel Symposium, I joined a Measurement panel to discuss various topics related to…well…measurement. For my part, I centered on factors needing consideration to determine the social ROI. Included in my short presentation is an ROI case study from a Rocky Mountain Hotel that was a client of BCF.

    BCF is a full-service marketing agency with a passion for the travel and hospitality industry.

    Click to read more ...

    Thursday
    Oct182012

    How Strategic Social Customer Service Generates and Preserves Revenue

    The slide deck below is from a presentation Dr. Natalie Petouhoff and I did for the 2012 Customer Service Experience conference, which was an offshoot of CRM Destination.

    In it, we discuss how social media can be used to retain customers, leading to retained revenues from avoiding customer defections. We also included an in-depth case study from a blue chip company’s social customer service team.

    Click to read more ...