by Tech Support | Jan 27, 2011 | Sales
Hello! I’m Brooke, and this week I’ll be writing the newsletter. I’m Beth’s new Marketing Director, and let first say this: BETH IS AMAZING and I’m very excited to be working with her! I’m currently helping Beth with a MAJOR hot topic: social-media optimization (SMO). It was Beth’s clever decision to share these tips and tricks of the trade with all of you.
Social media, when used properly, compliments your company’s overall goal. It brings repeat traffic to your sites, creates a venue for a loyal and captive audience, and can expand your company’s sphere of influence.
However, if you want to use social media for your business, then you have to treat it with a business mind. With social media, we need to think conversation, not campaign. Social media is not the place for you to talk; it’s a place for you to listen! Ask questions and respond. Provoke your fans to start engaging in dialogue. Earn a reputation for being an interesting/fun/thought-provoking site.
Additionally, it’s important to put the right person in charge of your site (and the youngest isn’t always the best). This person needs a working knowledge of the company’s mission. They need to have mastery of language, communication and marketing (a degree in Communications or Marketing is even better). Your social-media moderator should also be technology savvy. Most of all, this person should have a strong work ethic – the web NEVER sleeps. Social media is 24/7. It’s forever.
As Beth mentioned in a previous blog, our brands are no longer shaped and molded by our companies. With social media, consumers get to decide who we are, how well we’re doing, and how quickly to tell others about us (good or bad).
There are many more things to say (and learn) about social-media campaigns (SMC). Beth and I are working diligently to bring you more information. Remember, social media isn’t really “free.” It takes time, monitoring, advertising, content management and audience research to pull off a truly successful SMC.
See my “Social Media Made Simple” box to get tips on how to get started with your very own social-media strategy.
What are your specific needs/questions about social media? Let me know in the comment section below.
by Beth Standlee | Jan 17, 2011 | Sales
These days our brand is no longer shaped or molded by the company – with our instant society and things like social media consumers decide who we are and how well we are doing in an instant. That being said, I’d like to tell you a story about the impact we, you, and the guests we serve have on one another.
I flew to VA last week and the fare was expensive enough that I cashed in miles rather than purchasing a ticket. My elite “princess” status is not available with a mileage purchase so I had to ride in the back like everyone else.
The wildest thing happened. Just before takeoff a flight attendant approached me. She smiled and reached out to shake my hand. She said, “Beth Standlee,” I said, “yes.” She went on to say, “I’m Maggie, your flight attendant and I know you spend a lot of time with us here on American Airlines. I just want you to know how much we appreciate your business and if there’s anything special I can get you during the flight you just let me know.”
I was blown away! Later in the flight, I told her how much I appreciated her appreciating me. It didn’t happen on the way home and that’s okay. It meant a lot to me that Maggie takes what she does personally and in my opinion American Airlines is lucky to have her. I hope you have some Maggie’s in your company.
by Tech Support | Jan 12, 2011 | Sales
I know it’s tricky to make sure the price is right when it comes to charging for your products, parties and packages. But the price of getting it wrong can be really high! Too cheap and your center gets run over and potentially full of people you don’t really want in your facility; too much and they may come one time but never again. Where’s the happy medium?
Don’t ask Starbucks! I went on a Starbucks strike the last time they raised their prices. I thought it was a disrespectful move during the middle of the worst economic crises in history. That lasted about four months. Last week I drove up to the drive-through window and placed my “triple grande caramel latte” order. I rolled forward to say good morning to my barista and pay for my coffee treat.
I was greeted with kindness. I love their service. And then it happened. It feels like slow motion to me. “$Fiiiiivvvve-OOOOOO-Niiiiiiiine” she said. To which I replied, “Do WHAT?!!!” That’s southern for, “What the ….” $5.09 – That’s definitely past my price point of no return! She apologetically said, “Oh yes, we’ve raised our prices.” I felt rude but told her she could keep the coffee. Okay. I didn’t really do that. I paid for that cup but I swear it’s the last latte I’m buying at a Starbucks! I know that my abandonment of Starbucks won’t break their company. I’m not encouraging you, as a business owner, to succumb to everyone who complains about your pricing. 28% of the people will only buy the cheapest product anyway. I’m not one of those people and I happen to think Starbucks should know that about me!
I don’t believe you should set prices by only keeping this 28% “cheap” group in mind. You’ll sell yourself out of business. I believe you are best positioned when you have top end, low end, and strong mid level value priced products. I would rather sell most of my products to the remaining 72% of the population.
With that said, don’t get arrogant (my opinion) like Starbucks! My son said, “Mom, why don’t you just buy coffee?” I’m so irritated that I won’t give them a single dime! Not for coffee, not for my precious “triple grande skinny latte”… not for anything. Starbucks has moved way past my price of no return!
What are the best price decisions you’ve made lately? Let us know in the comments section below or by posting on our Facebook or Twitter page.
by Tech Support | Jan 6, 2011 | Sales
I flew home last night from Houston Hobby. I always fly American Airlines when possible. If you live in the Dallas/Ft. Worth area, American is your best bet. I was amazed at the service. My intent was to catch an earlier flight than I scheduled because due to weather the flight I was scheduled for was much later, and the earlier flight was leaving closer to my departure time. (Did you get that? It sounded like “who’s on first.”)
Nonetheless, an amazing thing happened. I have my princess elite executive platinum status. They call me Mrs. Standlee when I approach the desk. And if you can believe it I was second in the stand-by rotation! I digress. The plane arrived at the gate. Passengers loaded. The final call was announced and much to my delight, two passengers were called for last call. If you are a seasoned traveler, you know what this means. If those two folks don’t show, I’m on! Bingo, I’m going to make it home before 8pm!
And then the most amazing thing happened …
There were two gate agents working the counter. One made a final announcement and the other ran to the middle of the concourse to see if she could see anyone running in direction of gate 28. I was amazed. My heart rejoiced at the care these people put in to making sure these delayed passengers made it to their plane.
This action was a choice for these gate agents! It was a great act of service in my book. I can’t tell you how many times I arrived at the gate only to find everyone loaded and the gate agent snarled and said “too bad” you’ll have to wait for the next flight.
Here’s my opinion: Everyone in the service industry makes a decision everyday about how they are going to show up. They decide before they get to work that they are going to be helpful or they are going to be an asshole. There, I said it. I mean it. Decide today: Who do you want to be? How will you show up? Are you a helper and a “real” service person, or are you just someone who has a job?
Food for thought: You are in the position everyday to receive service. How do you want to be treated? Remember, you get what you give – decide today what you want.
