Maintaining a social media strategy is not only about scheduling tweets and replying to mentions. Rather, social media marketing is a living process in which each component is connected to the others.
Hi-tech is not a reason to sideline high-touch – a lesson for the travel industry from a shoe seller
March 4, 2013 By 2 Comments
I recently sat on a panel addressing destination marketers about just that: destination marketing today and tomorrow.
Widespread live chat adoption in retail points to lack in travel
September 11, 2012 By 14 Comments
It’s not an illusion: the now-ubiquitous live chat button has proliferated amongst online retailers, creating consumer expectation alongside the widespread adoption of live chat customer service. However, the travel industry has been slow to adopt this technology.
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The 10 juiciest confessions from hotel employees venting on Reddit
August 23, 2012 By 7 Comments
Two days ago, someone started an online discussion thread on Reddit, asking hotel staff to reveal secrets. 500 comments later…
How WestJet managed to get 180,000 LIKES and 9,500 comments on Facebook for being nice
August 20, 2012 By 3 Comments
Here is a story to dispel the idea that consumers use social media channels such as Twitter and Facebook just as a method to have a rant at travel providers.
United Airlines draws criticism for misplacing 10-year-old unaccompanied minor
August 14, 2012 By 4 Comments
Amidst a celebratory social media backdrop of Olympians returning home, a story of a misplaced child has put United Airlines back in the hotseat.
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Lexee follows Apple’s Siri and lets non-developers add speech-enabled assistants to apps
August 13, 2012 By 3 Comments
Today Angel, a maker of customer experience management software, has unveiled Lexee, a speech-enabled assistant, which can be embedded in apps by non-developers. It’s a sign that it’s becoming easier to enable voice-based communication into travel and other apps.
How to use great customer service to trigger social media attention [15 TIPS]
July 25, 2012 By 4 Comments
Remarkable customer service pays dividends in the travel industry by increasing loyalty and word of mouth buzz.
United might not break guitars any more but it does upset war veterans
July 23, 2012 By 2 Comments
Oh, how the industry watched and learned as United Airlines fell victim to customer power back in 2009 over the infamous United Breaks Guitars fiasco.
Travel startups: Please focus on the customer, not on the VCs and your exit
July 5, 2012 By 10 Comments
As technology evolves, we have seen some excellent innovation, some brilliant ideas and heralded the arrival of many, many startups.
