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.

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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.

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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.

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Back in the Saddle

I’ve been busy with client projects and client generation and have let my blog postings slip since February. But I’m getting back in the saddle again and plan on posting new articles at least once a week if not more.

Over the next week, I'll post presentations I made earlier in the year on the topics:

(If the links are live, then the presos on already posted on the blog).

And in coming weeks, I’ll be writing more about a project I’m excited about. I’ve teamed with BCF to write an guidebook on Social Marketing and ROI especially for the hotel industry. BCF is a marketing agency with a passion for the travel and hospitality industry.

I’ll keep you posted.

Understanding Social Business articles On CRMSearch

CRMSearch.com published the first of a two-part series on understanding social business by yours truly. Check it out. Would love to hear your comments or have you rate the article.

Here’s an exerpt for Should You Become a Social Business, the first article.

If you are in business today you can't help but be inundated by the plethora of information about the social enterprise and Social CRM. Social pundits send the message deploying social is a "must have" for businesses.

The big question for business leaders, though, is whether social media will help them solve their business problems. And if so, then the question becomes one of how to combine traditional business methods with social media to do so.

[…] Should your company adopt the model? The short answer is…maybe.

Go on, read the article for more. Smile

P.S. The second article should be out tomorrow.

Why CRM is really Customer Transaction Management

Dr. Natalie and I discuss how CRM (customer relationship management) has been really more like CTM (customer transaction management).

And we delve into how social business is moving CRM to where it’s really meant to be – and why moving to true CRM is important to companies.

(If you want to watch/listen to the full discussion rather than an excerpt, you can download the file here. Select Episode 1 - The Proimse of Social CRM, part 1.)

Now, here is today's podcast...

Why CRM is really Customer Transaction Management

Why Customer Engagement Is A Huge Gain For Companies

Today's podcast with Dr. Natalie focuses on the dilemma surrounding the social belief that “customers control messaging.” Do they really?

We discuss how customer engagement is valuable to companies.

(If you want to watch/listen to the full discussion rather than an excerpt, you can download the file here. Select Episode 1 - The Proimse of Social CRM, part 1.)

Now, here is today's podcast...

Why Customer Engagement Is A Huge Gain For Companies