Social Media influencer, Lori Ruff (@loriruff), once said “Social media is here. It’s not going away; not a passing fad. Be where your customers are: in social media.” She couldn’t be more correct. Social Media is everywhere. Successful companies know this. Successful companies are using social media to communicate with their customers, to engage employees, to research and develop products and services, as well as to market those products and services. Tripcentral.ca is one company that knows the value of social media and is using it to the fullest extent. Tripcentral.ca started as a one store operation in Hamilton, Ontario back in 1989. It has grown to be an industry leader for online and storefront travel purchases, employing over 120 people with agents in 26 locations across Central and Eastern Canada. They use social media to interact with their customers via Twitter, Pinterest, Instagram, and Facebook. They are the only major travel agency to leave their Facebook reviews open for public comment, with a 4.8 star approval rating and a social media staff who immediately respond to any negative comments. This feedback helps to retain customers as well as acquire new ones. Getting their customers involved also helps to generate sales by building a bond with the company itself.
The goals of any organization should be where the metrics for social media begin. Social media behaviour should contribute and align with these goals in order to achieve online success and ultimately drive sales. Tripcentral.ca is a hybrid brick-and-mortar/online travel agency based out of Hamilton, Ontario. While many agencies are trying to stay afloat, Tripcentral.ca is still growing. They just opened a new storefront location earlier this month! Their Mission statement is “to make the best planning, booking, and travel experience for our customers by matching their changing needs, providing advice, and saving them time.” They have spent a lot of time and money building proprietary software for their online presence so they can do just that. They have a regular blog with excellent advice and suggestions for improved travel experiences. They have a Facebook page with a 4.8 star review rating that they typically respond to within an hour. But how do they measure their online presence? How do they qualify the worth of their social media efforts?
Tripcentral.ca started as a one store operation in Hamilton, Ontario back in 1989. It has maintained that intimate, family dynamic over the years even though they now employ over 120 people with agents in 25 locations across Central and Eastern Canada.
When you ask an old person what their biggest regret in life is, an overwhelming majority lament that they wish they had travelled more in their youth. They often cite a lack of funds, or life’s responsibilities as reason for postponing their plans. Contiki was a company that was created to address this issue. Contiki is a tour company that connects like-minded people, by offering affordable trip packages for ages 18-35. The organization’s slogan is “No Regrets” which shows that they know what note they need to strike with their customers to encourage them to book a trip. Contiki uses social media effectively to encourage their customers to tell their story, and by doing so, market the service to all of their friends. While not the only marketing technique they use, this is one of the many ways Contiki keeps their customers engaged.
Conversations, leads, engagement, reach, impressions, bounce rate, time on site, audience growth rate, response rate….. which social media metrics are meaningful to a campaign? After reading about 20 articles, I found that the more I study on this topic, the guiltier I feel. Because it makes me realize that I have been following some “vanity metrics” of my previous social media campaigns. People follow us, read our posts, and get our emails….. But can any of these metrics say that our audience will go further with us?
Title of Post: Get On-Board and Take-Off on a Voyage with Marriott! Organization Name: Marriott International, Inc. Industry: Hospitality & Tourism Name of contact: Jayana Garvey, Jayana.Garvey@marriott.com Web reference: http://www.myvoyageprogram.com/vshow/VoyagePublic?l=en#exhibits/booth1, http://www.marriott.com/careers/paths/entry-level-jobs/hospitality-training-programs.mi, https://www.facebook.com/marriottjobsandcareers Description of how social media is used for business performance: While many blogs focus on how current employees use social media to interact with their employers and organizations, future… Read more »
KLM’s Meet & Seat lets you find out about interesting people who will be on board your KLM flight such as other passengers attending the same event as you at your destination. Simply share your Facebook or LinkedIn profile details to check other participating passengers’ details and where they’ll be sitting. Of course you can also choose your seat. –KLM
Organization name: Blowes Travel and Cruise Centres Inc. Industry: Travel Name of Contact: Robert Blowes, Vice President Web references: www.blowestravel.com, www.lifethink.gr, www.gadventures.com, Facebook.com Book a ticket and just leave. That’s the line of text on the Facebook profile pic of Blowes Travel and Cruise Centres Inc. The Stratford, Ontario-based travel agency has been in the business for 66 years and has… Read more »
Organization Name: Ford Motors Industry: Vehicle Name of Contact: Raymond F. Day, Group Vice President, Communications From May to November of 2009, 100 people were carefully chosen by Ford, because of their influential status throughout their social media platforms, were given the 2011 Ford Fiesta. For 6 months these “agents” were told to post on blogs, videos on YouTube, photos on Instagram and Flikr… Read more »