Week 11: Sample Hotel Review Feedback

Responding to both positive and negative reviews from customers is part of the role of Social Media Manager.  The following are sample responses (to sample reviews) regarding hotel stays.

Dear Travelwith3kiddos,

Thank you for your kind review.  I are overjoyed that you enjoyed your stay at The Hyatt Regency Orlando so much on your business trip that your chose to stay here with us on vacation with your family. 

As a family friendly resort, The Hyatt Regency Orlando tries to keep the pool open and availed to our guests for as long as possible, with weather permitting.  Our pool is cleaned several times a day.  I understand and appreciate your concern regarding a post summer shower, and have noted to follow up with maintenance to regard this issue more timely. 

The Capriccio was recently re-branded as Fiorenzo Italian Steakhouse.  While the staff and food is still top notch, The Hyatt Regency Orlando has addressed issues regarding seating availability and times.  I hope that you enjoy our new restaurant as much as you did the old. 

I also am glad to hear that you took advantage of our I-RIDE Trolley Service.  I-RIDE is a great, and economical, way to get around the greater Orlando area.  I hope that you were able to enough of our fun city.  I understand your concern about the cost of parking your car at The Hyatt Regency Orlando.  Please do not hesitate to ask us to help you set up a car service to and from the airport on future visits.  The Hyatt Regency works with Mears Auto Shuttle, as well as Alamo Rent a Car and National Car Rental to secure transportation for our guests if needed.

Thank you again for your patronage, and I hope that you return for a third (and fourth and fifth!) visit soon.

Warmest regards,

Lesley G.

Social Media and Public Relations Manager

Dear LUV2TRAVELWITHHUBBY,

Let me start with a thank you for your feedback.  It is with feedback like your own that The Hilton Fort Lauderdale Marina is able to continue to make improvements to the quality of our guest’s experiences. 

Secondly, I would like to apologize that your stay was less than satisfactory. The Hilton Fort Lauderdale Marina strives for excellence, and it is disappointing that we did not meet your expectations. 

Occasionally, due to our large volume of guests, room turn over can be delayed on weekends and holidays.  However, an excessive wait time for a room is unusual, and my deepest apologies that you were inconvenienced.  Cold showers and unclean facilities are unacceptable, and housekeeping staff is required to log that they have attended each room on their respective floor.  The Hilton Fort Lauderdale Marina is happy to relocate guests who find that elements of their room are not in working condition to new rooms, pending availability.

The décor at The Hilton Fort Lauderdale Marina is modern luxury.  The low-framed beds are part of that décor, however, I have carefully noted your complaint about stubbed toes. 

The Hilton Fort Lauderdale Marina is constantly improving its facilities to ensure the most enjoyable stay for each of our guests.  The Hilton Fort Lauderdale Marina is now under new management, and has recently undergone extensive renovations and updates. Everything from our furniture to our pool maintenance is now carefully monitored to ensure excellence. I hope that you reconsider your decision to sleep on the beach, and give us another chance to make it up to you on your next visit to Fort Lauderdale.  As a gesture of our apologies, please contact me directly to set a free night stay and a round of cocktails by the pool. 

I hope to hearing from you soon, and look forward to your future stay with us at The Hilton Fort Lauderdale Marina. 

Best regards,

Lesley G.

Social Media and Public Relations Manager

Week 10: ISPA Do You?

“For over 20 years, the International SPA Association has been recognized worldwide as the professional organization and voice of the spa industry, representing health and wellness facilities and providers in more than 70 countries. Members encompass the entire arena of the spa experience, from resort/hotel, destination, mineral springs, medical, club and day spas to service providers such as physicians, wellness instructors, and nutritionists, massage therapists and product suppliers.

ISPA advances the spa industry by providing invaluable educational and networking opportunities, promoting the value of the spa experience and speaking as the authoritative voice to foster professionalism and growth.”

For this annual meeting and expo, the International SPA Association uses social media to promote and drive traffic to their website both before, during and after the event.  Their presence on Linkedin, Facebook, Twitter, YouTube, and a well-maintained blog create buzz, share information, and supplement the expo through social media.

ISPA uses Facebook year round to share information about happenings in the spa community.  Posts like “Massage Envy announces a new partnership with David’s Bridal to help brides feel their best before their big day. http://prn.to/GFkl8j” (October 8), help support the vendors that exhibit at their expo, and create reason to click through and revisit their site. 

The week before the expo, ISPA created buzz and anticipation about vendors and speakers by sharing sneak peaks and tips about booth numbers, etc.  Posts like, “Sneak peek at the ISPA staff's Silent Auction item. Lots of goodies to help you GROW... your garden #ISPA2013” (October 11) create excitement about the goodies available to attendees through image sharing.  There is cross promotion to the ISPA blog; engagement is encouraged by asking questions of followers, etc. 

During the event, ISPA uses social media to remind attendees about events and happenings.  Sharing information about that day’s speakers, meetings, and events is a great way to increase attendance amongst their followers.  Specific products are highlighted, with details about booths and information about signing up for demos and trials.  Sponsors are highlighted with direct links to their sites, and banner ads on the website as well. 

Post event, ISPA uses social media to thank its attendees, highlight key moments from the event, and share information about next years event.  I loved how they recapped key moments from keynote speaker, Bill Rancic’s speech on Twitter with simple quotations and hashtags.  Also, by using a signature hashtag (#ISPA2013), their team is able to track engagement through out their social media sites.  Tweets from attendees are retweeted, encouraging more people to tweet as ISPA. 

I think that the Linkedin account and YouTube account can be better utilized during the expo.  The Linkedin account that is linked on their website is a personal account, and an email address of the account is necessary to connect as well as view the page.  This limits their exposure to spa personnel that attend their events.  I attend a lingerie buyers market four times a year called Curve Expo.  At the time of my first registration to the event over 6 years ago, Curve friended me on Facebook.  Now as their social media network grows, they reach out to me on each new platform for which they sign up.  It is important to make yourself accessible to potential customers, investors, attendees, etc. 

The ISPA YouTube page currently features a few interviews with ISPA administration, and videos of content from last year’s expo.  I recommend that they use YouTube as their primary video sharing platform, and then share these videos on all social media platforms.  An on the floor interviewer could be asking questions of attendees, highlighting speakers, videoing demos, and more – and then live sharing these videos on YouTube.  Seeing a demo in a video might encourage an attendee who missed that area of the floor to double back.  It is a great way to share the action as it is happening. 

Benefits that Balance, the ISPA blog, is a great example of ISPA’s integrated marketing campaign.  While I think that it could be put to better use during the actual show, it was well updated with unique content leading up to the expo date.  Clever blogs with packing tips, what to expect, and more helped build hype and reinforce their brand.  Encouraging people to bring their workout gear to “be active and get moving”, and not to forget to pack their vitamins and supplements to “stay healthy” is the perfect incorporation of the bigger healthy lifestyle brand of a spa. 

As far as branding on a whole, I think that ISPA does a pretty good job.  They logo, colors, and language is consistent.  I would recommend they consider streamlining their user and account names across the board.  With a Twitter handle of @ISPAdoyou, a Facebook page branded as InternationalSPAAssoc, and a YouTube account under ISPATheAssociation, there is some discontinuity.  The event as whole, though, is well marketed through social media and an IMC.  Now how do I get to attend??

Week 9: Sample Social Media Plan

In this sample month-long social media plan for Disney's Animal Kingdom, I promote in park happenings and events, as well as encourage interaction between fans and followers and the park's social media team.  

Promotions and contests surrounding a fictional animal birth help drive engagement by creating anticipation for the event.  Holiday activities are also highlighted in this marketing plan, as well as daily shows and attractions.  

My social media plan is mostly based on the published park calendar, and current events, attractions and rides.  Elements of this social media plan are hypothetical or fictional.

All images are samples and found through Google images.  I own no photographic content, and am reusing for educational purposes.  

Sunday, December 1:

Facebook:  TRUE or FALSE:  I come to Disney’s Animal Kingdom for the RIDES?

Include photo of Expedition Everest

Twitter:  What’s your favorite ride at Disney’s Animal Kingdom?  #AdventureIsOutThere!

Monday, December 2^:

Facebook:  It’s Monkey Monday!  Share your pictures of your favorite monkeys (or other attractions), or your group “monkeying around” Disney’s Animal Kingdom this past weekend.  Our favorite picture each week will be featured on our Facebook page.  Don’t forget to tag your posts #monkeymondays!

Include funny photo of Black and White Colobus Monkey

Twitter:  #MonkeyMondays!  Share your pictures of you monkeying around AK this weekend!  Tag your post #monkeymondays!

Include funny photo of Black and White Colobus Monkey

Tuesday, December 3:

Facebook: Did you miss the Festival of The Lion King this morning?  Hakuna Matata (it mean’s no worries)!  There is a later show at 4pm today!

Include photo of the Festival of the Lion King

Twitter:  Hakuna Matata!  It’s means no worries, for the rest of our dayssss #TheLionKing #HakunaMatata #WiseWords

Include photo of the Festival of the Lion King

Wednesday, December 4:

Facebook: Wildlife Wednesdays:  Kudus are considered the most attractive in the antelope family.  See our handsome herd up close on the Kilimanjaro Safari.  #WildlifeWednesdays 

Include photo of baby Kudu

Twitter: The first birth at Disney’s Animal Kingdom was a kudu, a large African antelope. #WildlifeWednesdays #cuteoverload

Include photo of baby Kudu

Thursday, December 5:

Facebook: Happy Birthday, Walt Disney!!

Include image of Walt Disney and Mickey Mouse

Twitter: Happy Birthday, Walt Disney!!

Include image of Walt Disney and Mickey Mouse

Friday, December 6:

Facebook:  Like this post if you LOVE Disney’s Animal Kingdom!  Aw, shucks, we LOVE you, too!

Include photo of AK staff

Twitter:  Retweet if you LOVE Disney’s Animal Kingdom!

Saturday, December 7:

Facebook:  #BabyWatch update!  Dotty, a reticulated giraffe, is expecting a new baby this month.  Check back for updates on her progress and our new arrival. 

Include picture of pregnant Dotty.

Twitter:  Someone’s gonna be a new mommy!  Our giraffe, Dotty, is expecting!  Follow our #BabyWatch for updates!

Include picture of pregnant Dotty.

Sunday, December 8:

Facebook:  #DisneyTrivia:  What is the name of the Great White Shark that Dory and Marlin encounter in their search for Nemo?

Include photo of Bruce

Twitter: "I am a nice shark, not a mindless eating machine. If I am to change this image, I must first change myself. Fish are friends, not food." #Bruce #FindingNemo #WiseWords

Include photo of Bruce

Monday, December 9:

Facebook:  It’s Monkey Monday!  Share your pictures of your favorite monkeys (or other attractions), or your group “monkeying around” Disney’s Animal Kingdom this past weekend.  Our favorite picture each week will be featured on our Facebook page.  Don’t forget to tag your posts #monkeymondays!

Include photo of last week’s “winner”

Twitter:  #MonkeyMondays!  Share your pictures of you monkeying around AK this weekend!  Tag your post #monkeymondays!

Include photo of last week’s “winner”

Tuesday, December 10:

Facebook:  The mouse, the myth, the legend!  Meet Mickey Mouse today between 12pm and 3pm at the Adventurer's Outpost.  Psst…  we heard he is bringing a date.  #PleaseBeMinnie

Include photo of Mickey and Minnie at outpost

Twitter:  Visit us at the Adventurer's Outpost and share stories of your greatest adventure!  What's yours? 

Wednesday, December 11:

Facebook:  What’s a Bufflehead, you say?  It’s a sea duck, getting it’s name from “buffalo” and “head” – because it’s is, well, big and round, like a buffalo’s.  Check out our resident Buffleheads in the Oasis at the front of the park.  #WildlifeWednesdays

Include photo of Bufflehead

Twitter:  What’s this Bufflehead thinking?  Maybe, “Why the heck am I called a Bufflehead?”  Visit this guy in the Oasis at the front of the park.  #WildlifeWednesdays

Include photo of Bufflehead

Thursday, December 12:

Facebook: To keep our 1,000 animals happy, it takes about four tons of food a day!  We’ll settle for a Mickey Mouse ice cream bar. 

Twitter: To keep our 1,000 animals happy, it takes about four tons of food a day!  We’ll settle for a Mickey Mouse ice cream bar. 

Friday, December 13

Facebook:  Meet Russell and Doug today between 12pm and 3pm at Camp Minnie-Mickey!  And remember:  Adventure is out there!

Include GIF of Ellie from Up saying “Adventure is out there!”

Twitter:

“A wilderness explorer is a friend to all, be a plant or fish or tiny mole!”  How are you a friend to nature?  #Up #Russell #AdventureIsOutThere

Saturday, December 14

Facebook:  #BabyWatch update!  Today Dotty had a check up with on of our staff veterinarians.  Everything is looking great, and Dotty is right on schedule for a holiday delivery.  We can’t wait!

Include behind the scenes photo of vet check up

Twitter:  Don’t forget to check in on Foursquare to unlock cool badges and exclusive behind the scenes park video!  Psst… there may or may not be a video featuring baby animals (!!!!)  #babyanimals #cuteoverload

Sunday, December 15

Facebook:

Pumba- "I ate like a pig."

Timon- "Pumba you are a pig."

Pumba- "Oh." 

No judgement here!  Join us at Tusker House, our colorful Harambe marketplace eatery.  You’ll find a family-focused buffet brimming with African flavors

Include photo of Tusker House

Twitter:  What's your favorite food at Disney's Animal Kingdom?  

Monday, December 16

Facebook:  It’s Monkey Monday!  Share your pictures of your favorite monkeys (or other attractions), or your group “monkeying around” Disney’s Animal Kingdom this past weekend.  Our favorite picture each week will be featured on our Facebook page.  Don’t forget to tag your posts #monkeymondays!

Include photo of last week’s “winner”

Twitter:  #MonkeyMondays!  Share your pictures of you monkeying around AK this weekend!  Tag your post #monkeymondays!

Include photo of last week’s “winner”

Tuesday, December 17

Facebook:   What’s your favorite part of the Jingle Jungle Parade?  The music?  The safari style?  Share your pictures with us here!

Include photo from parade

Twitter:  What’s your favorite part of the Jingle Jungle Parade?  The music?  The safari style?  Share your pictures with us here or on Facebook!

Include photo from parade

Wednesday, December 18

Facebook:  Wildlife Wednesday:  Did you know that female Golden Lion Tamarins usually give birth to twins? All the members of her group will help her to take care of the babies, but the dad helps the most.  #SuperDad

Include photo of Tamarins with "dad"

Twitter: Did you know that male Golden Lion Tamarins are the biggest help to new Tamarin moms?  See our resident Mr. Moms at Rafiki’s Planet Watch.  #WildLifeWednesday #SuperDad

Include photo of Tamarins with "dad"

Thursday, December 19

Facebook: #Babywatch update!  Welcome to the world, baby giraffe!  What should we name this little guy?  Cast your vote by commenting below.  The winning name with win 2 tickets to Disney’s Animal Kingdom!  A winner will be chose on Friday, December 27^th.

Include image of baby giraffe

Twitter: #BabyWatch update!  A new male giraffe has joined our family!  Vote for his name on Facebook for a chance to win park tickets!

Include image of baby giraffe

Friday, December 20

Facebook: #DisneyTrivia:  What address are Dory and Marlin headed to in Finding Nemo?

Include photo of Finding Nemo: The Musical

Twitter: “Just keep swimming.”  #Dory #FindingNemo #WiseWords

Include photo of Finding Nemo: The Musical 

Saturday, December 21

Facebook:  Looking for last minute holiday gifts?  Don't forget about an annual pass to Disney's Animal Kingdom - with a special discount for Florida Residents! https://disneyworld.disney.go.com/passes/

Include image of family at AK

Twitter:  Retweet if you want a Disney's Animal Kingdom Annual Pass this holiday season! https://disneyworld.disney.go.com/passes/

Sunday, December 22

Facebook: It's Tough to be a Bug!  Find out about the secret lives of our resident bugs at this fun 4D interactive movie!

Include photo of Bug experience

Twitter:  A Bug's Life is not always easy!  Find out why It's Tough to be a Bug at our 4D movie experience!  
Include photo of Bug experience

Monday, December 23

Facebook:  It’s Monkey Monday!  Share your pictures of your favorite monkeys (or other attractions), or your group “monkeying around” Disney’s Animal Kingdom this past weekend.  Our favorite picture each week will be featured on our Facebook page.  Don’t forget to tag your posts #monkeymondays!

Include photo of last week’s “winner”

Twitter:  #MonkeyMondays!  Share your pictures of you monkeying around AK this weekend!  Tag your post #monkeymondays!

Include photo of last week’s “winner”

Tuesday, December  24

Facebook:  ‘Twas the night before Christmas, and all through the park, all the animals were sleeping, and it’s not even dark!  Disney’s Animal Kingdom will close at 5PM.

Include image of sleeping animals

Twitter: ‘Twas the night before Christmas, and all through the park, all the animals were sleeping, and it’s not even dark!  Disney’s Animal Kingdom will close at 5PM.

Include image of sleeping animals.

Wednesday, December 25

Facebook:  Wishing everyone a very Merry Christmas! 

Include photo of central park Christmas tree

Twitter: Wishing everyone a very Merry Christmas! 

Include photo of central park Christmas tree

Thursday, December 26

Facebook:  Since 1995, the Disney Wildlife Conservation Fund has devoted more than $6 million to conservation efforts around the world and has supported more than 230 projects. For more information on the Disney Wildlife Conservation Fund visit:  http://bit.ly/17pGqye

Include logo for DWCF

Twitter:  Disney cares about keep animals from endangerment, and so should you!  For more information on the Disney Wildlife Conservation Fund visit: http://bit.ly/17pGqye

Include logo for DWCF

Friday, December 27

Facebook: #BabyWatch Update!  Congrats to Sarah Smith for suggesting our new giraffe’s name:  Etana, a Kenyan name meaning strong.  Etana joined his mom and new friends on the Kilimanjara Safari plains this afternoon after a farewell from his friends in the nursery. 

Include pic of Etana on plains with mom.

Twitter:  #BabyWatch Update!  Congrats to Sarah Smith for naming new giraffe, Etana, a Kenyan name meaning strong.  Etana joined his mom on the Kilimanjara Safari plains this afternoon.

Include pic of Etana on plains with mom.

Saturday, December 28

Facebook:  Sue the dinosaur, on display in Dinoland, is a replica of the most complete T-Rex ever found, which was 65 million years old.

Twitter:  Our resident T-Rex, Sue the dinosaur is an exact replica of 65 million year old fossil!  #DinoFacts

Sunday, December 29

Facebook:  Who is your favorite character from The Lion King? #CircleofLife

Include photo of characters

Twitter:  Tweet us the lyrics to your favorite song from The Lion King #HakunaMatata #CircleofLife

Monday, December 30

Facebook:  It’s Monkey Monday!  Share your pictures of your favorite monkeys (or other attractions), or your group “monkeying around” Disney’s Animal Kingdom this past weekend.  Our favorite picture each week will be featured on our Facebook page.  Don’t forget to tag your posts #monkeymondays!

Include photo of last week’s “winner”

Twitter:  #MonkeyMondays!  Share your pictures of you monkeying around AK this weekend!  Tag your post #monkeymondays!

Include photo of last week’s “winner”

Tuesday, December 31

Facebook:  Ending another great year, with another great sunset.  Happy New Year’s Eve!

Include photo of sun setting behind Tree of Life

Twitter:  Have a WILD New Year’s Eve! 

Include photo of Safari Encounter

Week 8: The Buzz on Stylehive

“Ever seen someone on the street who's style is so cool, you just want to follow them from store to store and find out their style secrets? Well at Stylehive you can!”

Ok, Stylehive.  You have my attention.

Marketed to women, ages 18-30, Stylehive is an online community for shopaholics, encompassing fashion and design, and more importantly, deals.  Users can follow other users that they deem stylish, as well as bookmark their favorite stores, items, and brands. 

The social networking side of Stylehive connects fashionistas with one another over shared likes and styles.  The online shopping side of Stylehive connects shoppers with products, and links through to point of purchase sites. 

All retailers are represented on Stylehive, including major department stores and smaller e-commerce sites.  Users can upload their own style creations, as well, opening the market to new designers and artists, and allowting them to create a following.

Stylehive also incorporates a blog, and lookbook site.

Stylehive is free to use, however, users are encouraged to “join the hive” by creating a user profile (also free).  Users must join to participate in conversation, postings, and access the features (wishlists, tagging, bookmarking, or using the site as a professional).  However, browsing is free and membership is not necessary. 

I personally LOVE Stylehive.  It’s a great way to keep tabs on your favorite lines, stores, and products.  Essentially, it functions like a Pinterest board.  However, the online shopping component, and the notification when items go on sale are added bonuses.  Because the demographic is also the same as Pinterest, Stylehive should dive into more brand presence on the site.  For example, most major brands have their own Pinterest page where they share their own content.  While there are specific store pages on Stylehive, the content is still user generated.  If Stylehive allowed businesses and stores to take ownership of their own pages, they could capitalize on the larger shared market. 

A mobile app for Stylehive would also be greatly beneficial.  Stylehive could use proximity marketing and push notifications to notify users on their mobile devices when they are geographically close to a product that they saved or added to their wishlist on Stylehive.

With 80% of online shopping being research, and only 20% being buying, Stylehive can push lookers through a mobile app into the actual store, with the hopeful reward being more advertising dollars from that store.  

Stylehive is on other social media sites to help build brand presence (though notably not Pinterest... hmmm...).  

The Facebook and Twitter pages highlight popular user likes and favorites, as well as contests and promotions.  Stylehive even has a Youtube page to showcase the latest trends from Fashion Week.  

  

While Stylehive already has a strong presence, proximity marketing would take it to the next level, and certainly make me a (more) frequent user.