Redefining Social Media

Last month, two of our marketing geniuses wrote an article for the Indian magazine Go Now, as an entry of our new generation of semantic analysis products into the vibrant Indian marketplace. Check it out!

_____

REDEFINING SOCIAL MEDIA
A guest column from Rajan Malhotra and Kristof Roemer of TrustYou

All these years, we have discussed over high tea and midnight drinking binges, where we should eat our next meal and where we should take our next vacation to. We have discussed on the phone with our friends which are the best hotels in Manhattan and the cheapest B&B's in London, but now we have a bigger, far more in-depth way of cataloguing and analysing all this information and coming to constructive conclusions, thereby assisting in us utilising the right of making a calculated choice. That is what social media means to most of us today. While it is essential to get hundreds of people to sign up to social media, and then to get them to 'like' your page or 'join' your group, it is far more important to come up with a process that can entice these customers to stay on. Once you have reached out to your customers, to keep them enticed and engaged is the key, work on processes that all every 100th person who signs on gets a free meal, or every 500th 'like' wins the person a two night stay at one of your hotels.

Engaging with the customer can also be allowing them to voice their opinions over these social media platforms with regards to the kind of service being rendered to them at your properties. Surely this is a great marketing platform as there is nothing surer for a potential client to read that someone whom he doesn't know endorses your property. To a certain extent it is essential to be a show off: hotels and restaurants must demonstrate the changes being made in their properties. A fresh new bathroom in the lobby of the hotel must be photographed and displayed on your facebook page; a new chef in the kitchen should be showcased as a new asset acquisition by the organisation.

Sentiment Analysis
With the advent of social media came tools that can analyse all the information being presented out there, and then came the discovery of semantic technology which can read into the sentiment behind the thought and phrase and place it as a positive, negative or neutral sentiment. Products such as TrustYou are on a mission to structure and aggregate the world's opinion on local data and products, and build the largest sentiment database in the world. With a passion to aggregate, structure and understand data. TrustYou focuses on social data like reviews, tweets and opinions that can be matched to a specific service or product.

Speaking To Your Followers
These are your loyal customers and will speak up for you, they will defend you and vouch for you continuously but you must utilize them judiciously. They can take your products a mile forward but can also drop you overnight if they see that you are losing steam.

Appropriate Conversational Tone
A lot of organisations out there have come up with one simple paraphrase which they post in response to every complaint “we are very sorry for xyz, we will try to do a better XYZ next time given the opportunity". This is going to get you nowhere, it's like a customer talking to you in your hotel/restaurant and you sponding with a robotic "I am so sorry" to each and every customer. This is not going to help you. Talk to each customer as an individual and respect his opinion.

Expectations
It is essential to setup expectations for your followers. You could post expectations such "We will respond to all queries within 24hrs" for the customers to be aware of the reaction time. Thus if they need to find someone in a more urgent situation they can use alternative contact mediums. All in all while social media has opened a cacophony of chatter all over the web, it has also created a huge amount of data that can be useful for a varied number of businesses. Further analysing the statistics with regards how many times a certain word/phrase was used and then getting into the sentiment behind the statement creates a lineage of information that businesses can utilise to understand what the customer wants, and to deliver it better. While for the 'followers’ and fans out there, it is essential to continue posting your views and opinions as these thoughts are the ones that will assist us in doing a better job and delivering a better end product to you.

Authors promote TrustYou in IndiaLast month, two of our marketing geniuses wrote an article for the Indian magazine Go Now, as an entry of our new generation of semantic analysis products into the vibrant Indian marketplace. Check it out!

_____

REDEFINING SOCIAL MEDIA
A guest column from Rajan Malhotra and Kristof Roemer of TrustYou

All these years, we have discussed over high tea and midnight drinking binges, where we should eat our next meal and where we should take our next vacation to. We have discussed on the phone with our friends which are the best hotels in Manhattan and the cheapest B&B's in London, but now we have a bigger, far more in-depth way of cataloguing and analysing all this information and coming to constructive conclusions, thereby assisting in us utilising the right of making a calculated choice. That is what social media means to most of us today. While it is essential to get hundreds of people to sign up to social media, and then to get them to 'like' your page or 'join' your group, it is far more important to come up with a process that can entice these customers to stay on. Once you have reached out to your customers, to keep them enticed and engaged is the key, work on processes that all every 100th person who signs on gets a free meal, or every 500th 'like' wins the person a two night stay at one of your hotels.

Engaging with the customer can also be allowing them to voice their opinions over these social media platforms with regards to the kind of service being rendered to them at your properties. Surely this is a great marketing platform as there is nothing surer for a potential client to read that someone whom he doesn't know endorses your property. To a certain extent it is essential to be a show off: hotels and restaurants must demonstrate the changes being made in their properties. A fresh new bathroom in the lobby of the hotel must be photographed and displayed on your facebook page; a new chef in the kitchen should be showcased as a new asset acquisition by the organisation.

Sentiment Analysis
With the advent of social media came tools that can analyse all the information being presented out there, and then came the discovery of semantic technology which can read into the sentiment behind the thought and phrase and place it as a positive, negative or neutral sentiment. Products such as TrustYou are on a mission to structure and aggregate the world's opinion on local data and products, and build the largest sentiment database in the world. With a passion to aggregate, structure and understand data. TrustYou focuses on social data like reviews, tweets and opinions that can be matched to a specific service or product.

Speaking To Your Followers
These are your loyal customers and will speak up for you, they will defend you and vouch for you continuously but you must utilize them judiciously. They can take your products a mile forward but can also drop you overnight if they see that you are losing steam.

Appropriate Conversational Tone
A lot of organisations out there have come up with one simple paraphrase which they post in response to every complaint “we are very sorry for xyz, we will try to do a better XYZ next time given the opportunity". This is going to get you nowhere, it's like a customer talking to you in your hotel/restaurant and you sponding with a robotic "I am so sorry" to each and every customer. This is not going to help you. Talk to each customer as an individual and respect his opinion.

Expectations
It is essential to setup expectations for your followers. You could post expectations such "We will respond to all queries within 24hrs" for the customers to be aware of the reaction time. Thus if they need to find someone in a more urgent situation they can use alternative contact mediums. All in all while social media has opened a cacophony of chatter all over the web, it has also created a huge amount of data that can be useful for a varied number of businesses. Further analysing the statistics with regards how many times a certain word/phrase was used and then getting into the sentiment behind the statement creates a lineage of information that businesses can utilise to understand what the customer wants, and to deliver it better. While for the 'followers’ and fans out there, it is essential to continue posting your views and opinions as these thoughts are the ones that will assist us in doing a better job and delivering a better end product to you.

Authors promote TrustYou in India

admin

Tony Ciccarone is a software developer with 10+ years of experience in making fast responsive websites, writing clean PHP/JS code, and creating data-driven web applications.

Recommended Reads

Las Claves del Revenue Management: Reputación Online y Fair Pricing

Jannik Heitmüller // March 4, 2021

La crisis mundial que estamos viviendo como consecuencia de la pandemia de coronavirus ha supuesto un reto sin precedentes para el sector de la hostelería. No tenemos puntos de referencia con los que comparar las…

El estado de los destinos turísticos en medio de una pandemia - Preguntas con un Experto

Laura Badiu // April 26, 2021

En circunstancias normales, muchos destinos turísticos de todo el mundo son muy populares y muchos de ellos, extremadamente exitosos a la hora de conseguir huéspedes fieles. Sin embargo, al igual que ocurre con todas las…

Por qué la calidad hotelera debería estar junto al precio como KPI en 2022

Francisco Sanchez // March 4, 2022

Los viajes nunca dejan de cambiar y han sido especialmente difíciles a muchos niveles para todo el sector de la hostelería durante los dos últimos años. Sin embargo, el año 2022 parece por fin prometedor.…

Empieza a ganar. Solicita una demo.