Westjet is a proudly Western Canada company, founded in 1996 by Clive Beddoe and his team. What “started with 220 employees (a.k.a. WestJetters), three Boeing 737 aircraft and five destinations in Western Canada has grown into more than 120 aircraft flying throughout a network of more than 90 destinations in Canada, USA, Mexico, the Caribbean, Central America and Europe. Sure, it’s our aircraft that will take you to your destination, but it is WestJet’s caring owners and award-winning corporate culture that sets us apart from the other airlines.” The company has been an absolute trendsetter in its use of social media to blur the lines between the company, its employees (also known as “owners”) and the customers. They have created the “Westjetters”. This passion and identification as a westjetter has given rise to the culture of sharing on all social media. Using twitter, facebook, youtube and instagram customers, corporate and even employees are sharing (and encouraged to do so!).
Being able to create something customers want to engage with and something that catches their attention when they’re scrolling their news feeds daily is a struggle many companies are dealing with now that social media has taken over. Vacations and travel are no different, every company, resort, cruise ship wants you to pick them for your next holiday and how they approach their marketing and engaging customers could make or break their chance at earning your business. “Royal Caribbean Cruises Ltd. comprises six distinctive companies that share a vision anchored in excellence.” They operate in 47 countries with 50+ ships ranging with staterooms to fit 2500-7000 guests at a time. “We believe we are in the business of making tremendous memories” Michael Giresi, Chief Information Officer, Royal Caribbean Cruises. To make sure you are successful in making memories and meeting all the expectations of an amazing vacation you need to have exceptional customer experience, relationships and engagement not only during the trip but also leading up to it and afterwards. Royal Caribbean has been successful with this through their Crown and Anchor Loyalty Program, personalized emails based on recent searches and the new Royal IQ app that can be used on board. In today’s society everyone wants the newest, greatest and latest in everything they do which is why Royal Caribbean introduced Symphony of the Seas.
Hertz is one of the world’s leading rental car brands and the second largest in the United States measured by sales, fleet size and locations. It is also the largest worldwide in terms of airport locations with over 2,900 locations internationally. Top notch customer service is imperative to creating repeat customers, and the @Hertz Twitter handle has almost 60K followers. Hertz uses this as a joint marketing/customer service site. https://twitter.com/Hertz?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor
Sports brings people together. It moves and inspires people in ways that can sometimes be hard to explain. The sacrifice can never be put into words or understood unless you’ve personally gone through it yourself. But yet, regardless of your participation or not, sports can bring a nation together. It can bring us to our knees and can instil a sense of pride. The raw talent, incredible dedication and sheer passion of watching someone give it their all is a great indicator that sport is much more than the result at the end of a race or a game, it tells the story of the incredible team behind-the-scenes that helps a team or individual propel to greatness.
Today’s marketing landscape is ever changing, and with it, the way we engage with our customers. It is no longer about selling a service or a product; now it is all about the customer experience. Companies like T by Daniel, a Brampton based tea house, strive to provide a genuinely exceptional experience for each and every person they meet. Lovers of tea, fashion and especially people, Daniela and Renata Lewis had a vision to start something that could speak to all generations and could bring people together 1. It began when Daniel Lewis overcame a tragedy and used his new found passion for life to follow his dream with his loving wife by his side. “From the moment a person walks into our store, our immediate goal is to wow them” says Renata Lewis, co-founder. Their friendly staff focus on getting to know their customers, whether in person or online.
Organisation name: Starbucks Website: http://www.starbucks.com/ Industry: Designer caffeinated drinks. Want to create a positive social media interaction for every customer? Starbucks should be your model. Being one of the first companies to adopt social media as a form of communication with consumers, Starbucks is no beginner at using the various social platforms at our disposal today. Whether they use Facebook, Twitter, Instagram,… Read more »
Organisation Name : T-Mobile Industry: Phone Company Web References: Brand Embassy Social Media Forum Blog on T-Mobiles customer service 3 brands that use social media in customer service to boost happiness 10 global brands with best customer service on facebook T-Mobile Who they are: T-Mobile USA is a national provider of wireless voice, messaging, and data services capable of reaching… Read more »
Organization Name: Pottery Barn – a brand of Williams-Sonoma, Inc. Industry: Retail Name of contacts: Laura Albert, CEO, Williams-Sonoma, Inc. and Sandra Stangl, President of Pottery Barn, pottery barn kids and PBteen Web references: Williams-Sonoma, Inc. – company overview Mashable – 3 Examlpes of Stellar Social Media Customer Service, HOW TO: Pick the Right Social Media Engagement Style Kevin’s blog – Using… Read more »
Organization Name: Sephora Industry: Health and Beauty Name of Contact: N/A Web References: Forbes, Venture Beat, Fast Company, Mobile Commerce Daily, Digiday Description of How Social Media is Used for Business Performance: With over 1,900 locations worldwide, global beauty chain Sephora is a leader in digital innovation, providing shoppers with a custom brand experience which transitions seamlessly between online and in-store environments. Sephora is a… Read more »
Organization Name: Gerard Cosmetics Industry: Health & Beauty Name of Contact: Jennifer Gerard, President & CEO, Whitening Lightning and Gerard Cosmetics Web References: Gerard Cosmetics, Jaclyn Hill Description of How Social Media is Used for Business Performance: Founded in 2014, Gerard Cosmetics is a luxurious, accessible and endlessly chic beauty brand created in an effort to provide a solution to… Read more »
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 »
Company: Starbucks Coffee Industry: Coffee house CEO: Howard Schultz Description of how social media is used to engage customers and employee involvement: Starbucks has over 18,000 locations in 60 countries. The company continues to focus on good coffee and good customer service. Starbucks social media strategy is based on there company website and six additional social media platforms including:… Read more »