Social Media, The Singapore Service Academy & Measuring Customers’ Experience Technologies
Read the below and please note how other organizations are benefiting from SOCIAL MEDIA and why your organization could use a The Singapore Service Academy‘s SOCIAL MEDIA based Measuring Customers’ Experience technologies to..
1) Retaining Your Existing Customers
2) Attracting New Customers
3) Boosting Your Overall Profitability
Businesses both big and small are flocking to social media platforms such as Twitter, Facebook, YouTube and Foursquare. The fact is that a presence on these platforms not only allows companies to engage in conversations with consumers, but also serves as an outlet to drive sales through deals and coupons.
And while major brands like Starbucks, Virgin, and Levi’s have been participating in the social web for some time now, the rate of adoption among small businesses is increasing too. According to a recent University of Maryland study, social media adoption by small businesses has doubled from 12% to 24% in the last year. But as these businesses look to Facebook and Twitter to connect with customers, many are finding that some strategies work and some do not produce results.
The Creme Brulee Man Casestudy
Curtis Kimball, the man behind the enormously popular Creme Brulee Cartin San Francisco, has quickly amassed over 12,000 followers in a little over a year. He knows that most of his business comes from people who follow him on Twitter because Twitter is the only way you can find the cart’s location for the day. “It gives people a valid reason to follow me,” he says.
The other use of Twitter for Kimball is to tell people what flavor of creme brulee he is serving in a given day. And Kimball says that Twitter gives him the ability to develop a personal relationship with his followers and others. He says he tries to engage his followers by asking for suggestions of what type of custard to serve or where he should park his cart, and he always tries to keep things humorous.
Kimball says HE HAS NO MARKETING BUDGET AND TWITTER HAS BEEN A GREAT WAY TO AMASS FANS. Yelp has also been a valuable source of referrals for the entrepreneur. The cart has 224 reviews and is rated with 4 and a half stars.
The Joie De Vivre Casestudy
Joie De Vivre, a company that operates 33 luxury hotels in California is using a variety of social media platforms to drive sales and marketing for its properties. Central to the hotel group’s strategy is disseminating deals and coupons to followers and fans on Facebook and Twitter. Every Tuesday, Joie De Vivre’s Twitter account willTweet an exclusive deal to its nearly 10,000 followers. Followers have only hours to book the steeply discounted room rate.
And the company has partnered with Foursquare to offer deals for check-ins at its various restaurants.
The company’s marketing VP Ann Nadeau tells me that because of the economy the hotel industry’s MARKETING BUDGETS HAVE SHRUNK, AND SOCIAL MEDIA EFFORTS HAVE PROVEN TO BE A GREAT WAY TO TO BOTH DRIVE SALES AND BUILD LOYALTY.
IN TERMS OF USING SOCIAL MEDIA FOR CUSTOMER SERVICE, NADEAU SAYS THAT EACH PROPERTY MANAGER IS RESPONSIBLE FOR MONITORING CONVERSATIONS AND REVIEWS ON TWITTER, FACEBOOK AND YELP.
The Stone Korean Kitchen Casestudy
Co-founded last November by chef Terry Lin, and LinkedIn employeesRobby Kwokand Dan Yoo, Stone Korean Kitchen aims to bring modern Korean cuisine to the Financial District in San Francisco. Yoo tells me that as soon as the restaurant launched, he started a presence on social media sites, including Twitter, Yelp, and Facebook. But THE CHALLENGE OF MANY SMALL BUSINESSES WITH SOCIAL MEDIA IS DRIVING TRAFFIC TO THE RIGHT SOCIAL MEDIA CHANNEL rather than splitting it between various sites. Yoo says that interconnecting content between the various profiles has helped gain Twitter followers and Facebook fans.
The Dr. Irena Vaksman, Dentist Casestudy
Social media and dentistry don’t necessarily go hand in hand, but one San Francisco dentist has forged an impressive social media campaign to raise awareness of her recently launched practice. She has a Twitter profile, a Facebook page, a YouTube channel and an website. Dr. Vaksman’s husband, lawyer Robert Vaksman, has been the strategist behind her social media efforts. Robert says that his wife is confronted with the challenge of practicing in a building that houses hundreds of other dentists that have more established practices. He says that IT’S A NO BRAINER TO BE LOOKING AT AS MANY SOCIAL CHANNELS AS POSSIBLE for marketing efforts.
The Levi’s Casestudy
Now more than ever, RETAIL BRANDS ARE ENGAGING CONSUMERS ON SOCIAL NETWORKS TO OFFER DEALS, ALLOW USES TO SOCIALIZE AROUND PURCHASES, AND MORE. Levi’s Jeans was one of the brands that was first to use Facebook as a tool for sales and marketing initiatives and has launched a number of compelling campaigns using Facebook.
As one of Facebook’s initial partners USING THE SOCIAL NETWORK’S NEW LIKE FUNCTIONALITY, Levi’s allows Facebook users to like products on Levi’s online store and its Facebook page (which has nearly 500,000 likes) and share their favorite items with their friends. Within the first week, Levi’s got more than 4,000 likes, says Inside Facebook.
The Starbucks Casestudy
Most experts will agree that Starbucks has one of the best social media strategies out there. Now that it is giving away free WiFi, it is even more of a magnet for roving laptop warriors. And with 10 million Facebook fans, the company has held a number of promotions on its page to drive engagement.
For example, Starbucks held a promotion for free pastries on its Facebook page, allowing customers to access a coupon that would give them a free pastry with a purchase of a coffee drink. Advertising on the social network has also helped to drive traffic to Starbucks’ page.
In terms of Twitter, Starbucks has also been incredibly active on the microblogging network, amassing nearly one million followers. Not only does the company’s Twitter stream serve as an engagement tool with customers who are talking about the brand on Twitter, but it is also used as a way to spread news from Starbucks. Starbucks has also participated in Twitter’s promoted Tweets program, which allows advertisers to buy sponsored links on Twitter.
The combination of geolocation and social networks is also a huge avenue for Starbucks and the company was one of the first major brands to broker a deal with popular location-based social network Foursquare. In March, Starbucks started offeringFoursquare mayors of retail stores special ‘Barista’ badges that would come with discounts on drinks and food. Starbucks also partnered recently with mobile social network Brightkite to give members special discounts on drinks.
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