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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Why Netflix failed as a social business

Today's podcast is an excerpt from a discussion between Dr. Natalie Petouhoff and I on Netflix -- and why it failed as a social business.

Our thanks to Focus.com for allowing us to replay excerpts from our 10-week Roundtable series on Simplifying Social Business. We based the Focus roundtables on our ebook series of the same name.

(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 Netflix failed as a social business

Now It’s Time to Show Social Marketing & PR ROI

Last week, Dr. Natalie and I opened our kimonos and showed Focus roundtable listeners how to determine a social customer service ROI. We moved beyond just talking about metrics to discuss how calculate the ROI by merging information from:

  1. Traditional operational activities and metrics.
  2. Social analytics.
  3. Business results when social media is applied.

We connected the dots to show the interrelatedness and dependencies across the different types of insights and how that translated into monetary savings for a client. And we compared those gains to the costs of the social program.

This week, Dr. Natalie and I going to do the same with showing how to calculate a social marketing and PR ROI on Focus. Join us tomorrow, on November 9 at 11 am PT / 2 pm ET!

**** If you missed the live event, catch the replay!

 

Wrong-headed Hoopla About Social ROI

Too many social media pundits hold the view that a social Return on Investment (ROI) can’t be determined. You’ll hear all kinds of reasons like too many unknowns. And there’s my personal favorite, “Don’t worry about the ROI, just get a strategy and start doing something.”

Well, I agree with part of the above statement. You do a need a social strategy to before you can even begin to determine the social ROI (smROI). But the rest? They’re mythtaken.

Social ROI can be determined. So why do the myths around ROI persist? Here are a few reasons:

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Simplifying Social Business - eBooks & Roundtables

This week and next are going to be exciting in the Kathyverse. In conjunction with Dr. Natalie Petouhoff, I’m launching the Simplifying Social Business ebook series on Kindle and Nook.

In addition, starting next week, Natalie and I will host on ongoing weekly Focus roundtable series on the same topics.

Woo hoo!

In the eBooks, as well as the weekly Focus roundtables, Dr. Natalie and I discuss what business leaders need to know to successfully implement holistic social strategies. We’ll arm folks to effectively break down siloes to engage, influence, collaborate, and create with customers, partners, and employees using the social business model.

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Talking around the town - At WSJ - PR metrics & value

Carl Bialik, a WSJ reporter, wrote two related articles in the last few days on the topic of determing the value of PR.  One was an article for the WSJ and other for his blog.  I commented on both, taking the pro side of the need for PR valuation -- and as one of the few voices mentioning that value can be determined.

 

Note:  You may need to be a subscriber for at least the article.

Publicists Pump Up Value of Buzz; Don't Believe the Hype (article)

How Much Is This Blog Post Worth? (blog)

 

Tweet Up schedule–Social Customer Service ROI

Starting on Monday, June 6, 2011, Dr. Natalie and I will host a 3-session tweet up series on the Social Customer Service.

Over the 3 sessions, we’ll discuss topics related to thought leadership we shared in our recent white paper Calculating the ROI for Social Customer Service.

Our end goal with our recent paper and coming tweet ups is to help people combine strategy with ROI to accelerate executive approval of social customer service programs.

Of course, each of you have your own experiences and thoughts to share so it won’t be complete unless you join in the discussion!

Mark your calendars and join the discussion on:

  1. How to Build the Business Case for Social Customer Service – Monday, June 6, 2011 at 3 pm EDT.
  2. Calculating ROI for Social Customer Service – Week of  June 13 - TBD.
  3. How Social Customer Service Benefits the Entire Company – Week of June 20 - TBD.

The hash tag for each session will be #smROI.

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