Tag Archives: customer loyalty

Accor Hotels  is a world leader in hotel management, with more than 3500 hotels in the world, their well-known brands include Sofitel, Fairmont, Novotel, Ibis Hotel, Pullman, and more. When it comes to customer engagement, Accor is strongly committed to providing individualized, memorable customer experiences that fully integrate the use of social media to engage the customer. Accor understands that through heightened customer engagement comes heighted customer loyalty and ultimately, heightened corporate revenues.  Accor is continuously looking for innovative ways to further engage their customers in order to provide the  ultimate customer experience that will have them returning again and again. Given the ever increasing competition for customer attention, Accor has embraced social media and has become a global leader in digital presence focusing on multi device engagement with emphasis towards the management of its on-line reputation.      

In a digital age, where consumers are less likely to respond to traditional marketing/advertising techniques, organizations are tasked with trying to understand the modern consumer. With so many options to choose from, a well-informed consumer base, and a diverse and ultra competitive landscape where the concept of  brand loyalty is a thing of the past, corporate social media strategies now play a vital role in the success of today’s global organizations. One such organization is Maryland based, Phillips Corporation. Phillips Corp is a global supplier of manufacturing technology products and services primarily focused on CNC machine tools. Over the years Phillips Corp have relied on the great marketing efforts of the manufacturer’s they represent for building/growing the brand. They are also globally renowned for providing legendary customer service and an enduring competitive advantage to the end user.  Although Social media is somewhat of a new realm for Phillips Corporation, in a highly competitive global product market, they have tried to differentiate themselves by focusing on their people and the service they provide to the customers. Phillips is aware that nothing will substitute the relationships that their sales and service people have with the customers. Conversely they are cognizant that social media has developed a larger role over recent years as an additional avenue for engaging with that same customer base. At first their social media strategy was designed just to be presence on social channels, but it quickly developed into a more streamline avenue for them to have conversations with people in their industry. This is where I believe Phillips have taken a unique approach in an attempt to set themselves apart from the competition. A lot of companies use social media to tell everyone how good they are, and while Phillips do want to promote themselves, they also feel that it is important to recognize, at least from a marketing perspective, that they don’t own their brand, their customers do.   Matthew Nardangeli-Marketing Director at Phillips Corporation explains the importance of social media and customer engagement in below audio file:

When asked to name a business which utilizes Social Media to effectively reach out to new customers and maintain contact with existing ones, I immediately thought of The Furtado Group. Operating under the Rock Star Real Estate umbrella, they are a Real Estate Team based in Oakville, primarily servicing the West GTA. The Furtado Group is not your average Real Estate Brokerage and this is evident across their unique branding efforts. And, they surpass any expectations one may have for effectively using Social Media to interact with their audience. Each of the Team’s members has their own Social Media presence. The Team is led by Ruben Furtado. He is considered “a true expert in his field, a trusted advisor and mentor to many in the real estate community” (The Furtado Group. 2016). They have a dedicated Art Director & Brand Communications Manager and each member of their team contributes to content for all social media platforms. Mary Da Rosa has her own blog in which she writes about her business life and market trends. And, there’s Austin Furtado who shares his personal and business goals on his own You Tube channel, Auzzy TV. Clearly this Team has made Social Media a priority in their communication strategies.

Take Flight with American Airlines

Dolores Montavez Ruz   February 6, 2015

Posted on February 6, 2015 by: Dolores Montavez & Christian Ismodes Organization Name: American Airlines. Industry: Airline Name of contact:  Doug Parker Web References:www.americanairlines.com American Airlines Gets Social Media Right From a business perspective, social media allows a company to extend its reach, gain visibility and build meaningful relationships with customers worldwide. Darren Booth In this video Jonathan Pierce, Director… Read more »

IDEAL Brake Parts – Breaking The Automotive Industry Status Quo

jeffdbaldwin   October 20, 2014

Title: IDEAL Brake Parts – Breaking The Automotive Industry Status Quo Organization Name: IDEAL Brake Parts Industry: Automotive Parts    Name of Contact: Jason Janssen (General Manager) Who Are They? IDEAL Brake Parts Inc. is a relatively new automotive parts company located in Guelph, Ontario. It was founded only a few years ago as there became a growing demand for auto parts made entirely… Read more »

“You, asked for it. You got it.” Toyota on social media

Helene Montpetit   October 14, 2014
ToyotaSocialMedia_1

Company: Toyota Industry: Automotive Description: Toyota is a Japanese motor vehicle production and sales company with its Head Office in Toyota City, Japan. Founded in 1937, the company is guided by Kaizen, a Japanese principle that entails making continual small improvements to business processes, which possibly has contributed to its wholehearted adoption of social media. If you happen to have… Read more »

Wildwinds Golf Links: Leading The Field In Customer Engagement

jeffdbaldwin   October 14, 2014

Title: Wildwinds Golf Links: Leading The Field In Customer Engagement Organization Name: Wildwinds Golf Links Industry: Golf, Sports    Name of Contact: Scott MacKay (General Manager) Who Are They? Wildwinds Golf Links is a relatively new golf course located just a few minutes north-east of Guelph, ON. Originally a private 6 hole facility, the course has undergone renovations and expansion several times. It now… Read more »

Dell Gets Personal

aryanaheit   May 30, 2013

In the past few years, Twitter has easily become the fastest growing social platform in the world. It has attracted hundreds of millions of users that are not limited to personal accounts; many businesses and corporations have Twitter accounts for a number of different purposes. If you take a look at Dell’s official Twitter page, you’ll notice that they not… Read more »