Ed. note: This is part of a series of excerpts from The Social Customer, the new guide to social customer acquisition, monetization, and retention by Adam Metz. For the first entry, go here. This installment continues Chapter 13: Social CRM Strategy. Adam lays out the creation of a social CRM strategy. Now that… More»
Ed. note: This is part of a series of excerpts from The Social Customer, the new guide to social customer acquisition, monetization, and retention by Adam Metz. For the first entry, go here. This installment continues Chapter 10: Seamless Customer Experience. Adam goes upscale with the service model. VIP EXPERIENCE (NUMBER 22) What Is… More»
RAPID SOCIAL RESPONSE (NUMBER 14) What Is It? This one is sort of the customer service “cousin” of Rapid Social Sales Response. If you do one without the other, there’s a pretty big risk factor involved: your sales team will appear highly engaged, but the customer service team behind them will seem… More»
Ed. note: This is the fourth in a series of excerpts from The Social Customer, the new guide to social customer acquisition, monetization, and retention by Adam Metz. For the first entry, go here. In this installment, Adam starts a discussion about lifestyle marketing, brand awareness, and the two main shapes… More»
I first walked into a Starwood Aloft Hotel down in Charlotte, North Carolina, last summer. It struck me as a “85%” version of their 12-year-old Hotel W brand. Room count was smaller (typically 85-115), and the rooms appeared to be about 15% smaller. Fixtures (bath, paint, linens) seem to… More»
I first walked into a Starwood Aloft Hotel down in Charlotte, North Carolina, last summer. It struck me as a “85%” version of their 12-year-old Hotel W brand. Room count was smaller (typically 85-115), and the rooms appeared to be about 15% smaller. Fixtures (bath, paint, linens) seem to… More»
Last Thursday, I gave my first double-Keynote, ever. I’ll spoke at Moscone West in San Francisco at Meeting Planners International’s (MPINCC) Annual Conference, Do The Hustle. I’m giving two talks, “Socializing the Sale: How to Never Cold-Call Again” and “Dance on a Volcano: How to Drive Millions in Revenue from… More»
We just published our first article in eHotelier, and it’s a quiz on social customer management. To see how much your hospitality brand knows about managing customer data from the social web, click here .
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