Archive for June, 2012

Why people share and why it matters

Wednesday, June 13, 2012
posted by Laura

If you ever thought that people like sharing, you could not be more wrong.

At the first conference organized by Facebook for marketers, Paul Adams, global head of design for the company presented some very interesting ideas in what was one of the most important talks of the event – “What people share and why”. He suggested that people don’t necessarily have a tendency towards this kind of behavior.

Anyone can easily notice that, on a given post, the number of comments or likes exceeds the number of shares – Adams explains that this happens because “sharing isn’t natural.” He continues by adding that talking is much more natural for us and if brands aim for a closer relationship with their audience, they should focus their social media efforts on talking. He suggests shifting the attention to what we talk about, who we talk to, how we talk and possibly most important, what we talk about.

Also, Adams believes that there are four main reasons why we share. Accordingly, we share to make life easier, to build relationships, to help other and to craft our identity.

Knowing why people share is of great value to anyone who owns a Facebook account or page, both big brands and smaller businesses.

A key take away from this is why we talk. Most people talk because it makes life easier – either sharing joys or sorrows or looking for information to solve certain matters. Hence, content that makes life simpler for your audience has high chances of being well received by it. Also, consider posting information that contains advice,  customer service tips or the solution to any problem someone might signal on your page.

Keep in mind that trust and relationship are built one step at a time and this rule applies to Facebook interactions as well. You cannot expect someone to be truly convinced of your product or service offering through a simple interaction – trust is built in time and over a number of short interactions.

Identity is crafted by a number of things, what we share and what we talk about are just two if these. By posting photos, videos or links that projects the desired identity, brands and businesses not only build the social media component of their identity, but they can keep track of how they are perceived.

What you say matters as much as when you say it. Always keep your audience in mind and monitor their reactions to your posts. If you notice that, for example, you get more likes, comments or shares on your posts more in the evening you should save time to spend on Facebook engage with your audience at that time of day.  Also, you can and should include a subtle call to action in your posts – tell fans to comment, like or share with their friends.  Experiment with different lengths of your posts – we recommend that you give this article’s author’s advice a try – short a sweet to get your audience talking.

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Guest satisfaction

Friday, June 1, 2012
posted by Laura

Given that every guest has a unique set of needs, sometimes, you need to go beyond the already established standards for the hotel business to provide something extra especially for your extended stay customers.

As hotel satisfaction surveys and hotel studies prove, most guests expect a quick-check in, a clean room and a quick check-out and for this matter, a lot of hotels focus on providing a speedy service for guests. Still, hotel management should not assume that standard routines meet the needs of every customer that walks in.

Extending the focus from fast procedures and cleanliness, hotels should take a step forward to ensure that they meet the others needs of corporate or leisure clients are met. Most of your guests are likely strangers to the area and they need the directions to get to a meeting, they might want to know where they can find a good restaurant or what attractions to see before leaving.

As extended stay is becoming one of the fastest growing segments, your hotel personnel should offer as much personal assistance as possible – for example by giving efficient directions, helpful advice on transportation options, recommending a good hair dresser or the best place to shop for groceries.

While that sort of information may be easy to find and available via technological devices, guests should always benefit from personal assistance.  By asking “Is there anything I can do for you?”, guests are reminded that they have someone they can turn to for advice.

As guest satisfaction is more important than any other guideline, friendly helpful personnel that actually cares is essential to the enjoyment of a long stay.

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