Introduction to Social CRM for Travel
January 23rd, 2011
Social customer engagement is new. There is no one universal approach that fits the objectives of all companies in the travel and hospitality industry, however, companies can start by bringing the social traveler closer to your brand. Being where they are, proactively building relationships and engaging in two-way communication with your social customers increases satisfaction, loyalty, and advocacy.
In this report, you’ll find answers to:
* What is social CRM?
* Why should the travel industry care?
* Who is ‘social traveler’ of today?
* What data is available online about your customers?
* How to implement a social CRM strategy
Guide to Understanding Social CRM
August 9th, 2010
There has been considerable discussion around Social CRM and what it means. This paper presents the foundational components of Social CRM and lays the groundwork required for your company to build and maintain long and valuable customer relationships. We encourage you to read it and share with anyone you know that might be interested.
June 16th, 2010
In collaboration with Attensity360 and Comity Technology Advisors, we created a whitepaper on The Social Customer.
The era of the passive customer has come and gone. The time of the social customer is here, and she has a lot to say. She is hyper-connected, creative and collaborative. She expects to customize her products: “make it mine”. She is connected to her social and professional circles via phone, email, SMS, Facebook, Twitter, blogs and forums. She is critical of claims made by brands, influenced more by friends, family and “people like her”. She wants to make sure that brands are listening, and will go to great lengths to make sure they are. The fundamental shift in the relationship between the traditional customer and companies is driven by the social web; it is here to stay, and is the biggest shift yet in the history of business. Understanding her is critical to the success of your business.
