I "like" you

I have 14 "likes" on my facebook page.  I don't know if that's "only 16?" or "wow, 16", but I''m thinking it's a small number judging from my other friends online.  Generally I've clicked the "like" button, because the product has some level of interest to me (medium to high), and I like to get my insider information and get deals or freebies if and when available.  (I love deals and freebies!)  Does everyone else do the same?  How many likes is the standard?

Going back to lodging, out of my 14, one of companies that I've been watching is Shangri-la Hotels and Resorts.  Why?  I believe out of many of the hotel chains, they have actually embraced social media.  (many of the big(est) hotel chains are absent - as I've mentioned before)  They've recently become more interactive, and involved.  Their facebook page is a decent one with over 100,000 fans, and lots of interesting information about the goings on with different properties and company news and promotions.  Their flawless professional photos are there but they also have fans post their own photos of their stays, and are running a contest right now for photo submissions (for the Shangri-la Hong Kong) which I'm sure will entice people to reply since the prize is a vacation including airfare to their Tanjung Aru Resort in Malaysia.

Their interaction is good, usually most comments are answered, I notice more so recently.  And I really like that their individual properties contribute gourmet Asian recipes and pictures every so often.  Plus they have a birthday deal for dining on one of their properties for Facebook fans (50% off for 2 people - here is their landing page for more info).

However in the future I hope to see them add more user generated photos of their different properties, and have individual locations join them, (it's nice to have even more insight into their world - and it can only grow and strengthen thier brand) add a section where fans can make reservations quickly and easily, and to see their fan base grow.

I like them, do you?

What's the word on Westjet?

I've been reading lots of blogs recently for research to aid me in my own blog (and for assignments for my social media class).  I've always thought that for our industry looking at main travel advisor sites (like Tripadvisor), monitoring one's own blog, and associated social media sites were enough to get a good idea of customer's, and opinions of the general public were enough.  I never thought about how beneficial measuring the other hundreds of other tiny conversations, forwards, and tags (etc) going on elsewhere in cyberspace could be and how it could greatly impact a company's reputation. 

To do a test of my own, I wanted to use for an example, a company that I've been following, Westjet.  They have a great way of keeping connected with their customers (I thought especially through social media), both on and offline, have amazing customer service.  I assumed with the way they are so interactive, and being in the service/hospitality industry, they would have some great up to date feedback that could be analyzed.  Also a great opportunity to judge whether or not people saw the company with the same views that I had, and if there was any negative feedback, and how to use the different types of tracking websites and tools available. 

There are many tracking sites out there, offering tracking even specific to one particular platform of social media (like Twittalyzer and Topsy specifically for Twitter) I had tested about 10 different sites before choosing to use 2 that included a variety of sites:  Addictomatic, and visibility from Howsociable.

Howsociable allows tracking of social networks such as: Twitter, Facebook, FriendFeed, YouTube, Digg, Google etc, and allows you to see what people are saying about you, your company, a new product, or any topic across the web's social media sites. 

A few comments regarding service rated positive or negative: 

An article from Reddit posted about rising fairs from Air Canada and Westjet with comments (I chose this article because of the negative nature to see if there were any positive comments - unfortunately not, but I expected this) :

black_as_nails 2 points3 points4 points 19 days ago[-]  Air Canada + WestJet...Bell + Rogers...Yeah, I see where you're coming from.

shawnpeps 0 points1 point2 points 19 days ago[-] Remember when everybody loved Westjet?

and comments via Twitter and Facebook

terrible service from delta airlines this wknd, missing flight due to flat tire on the highway. seriously, nobody tops @westjet (twitter.com/multikaren/statuses/49659547727568896)

I can't remember the last time a @WestJet flight I've taken has been on time. Delays suck.(twitter.com/irisdias/statuses/49642382664282112)

Too bad WestJet does not fly to Boston.....(twitter.com/aykate/statuses/49636804709711872)

Addictomatic "searches the best live sites on the web for the latest news, blog posts, videos and images" and allows you to personalize the results on your dashboard.  It includes posts through channels like Wikio, Friendfeed (Twitter posts), and Wordpress.

A few more recent notable posts about Westjet while searching via Addictomatic:

"Westjet, my favorite airline wins prestigious award..." from Wordpress.com

"The top 7 reasons to fly Westjet..." from Wordpress.com

Some pictures of the planes via Flikr and comments

Generally comments were positive, unless of course people were tweeting about delayed flights and price hikes.  There were very few service related complaints.I also came across this additional site Socialmention which had tools to determine frequency of sources, top users and keywords, and rank percentages of reach, likelihood of discussion in social media, "passion" - posts written by the same author pertaining to the company, and a ratio calculator of positive vs negative conversations.  Which I found useful and interesting.  A few notable comments via socialmention:

@WestJet You have one heck of a customer service rep at Vancouver Airport. Props to Tyler for keeping it professional!

twitter.com/MellaMooney/statuses/49698673864609793
well if @WestJet starts flying to IAH straight from Calgary or toronto, then im good ( twitter.com/texastoker/statuses/49687554106208256)

Ultimately, I think that although social media tracking is useful in improvement strategies and tapping into what peoples may be about a certain topic, sometimes the results can be biased depending on the sites they choose to review and that a mix tracking sites must be used to come to conclusions.  (and I still think they're doing great for comments and visibility through social media, but I think a good thing for them to do would be stretching out a little further still and even commenting on articles to give their side of a story.)

After that long post, what sites do you use to track your social media progress?  I'd love to hear any new ones to try or pointers on how to use...

Press Release - American Airlines aid to Japan

I haven’t been able to sleep the last few days over the devastation in Japan, and have had my TV on, glued to the Japanese 24 hour local coverage news channel.  I’ve just donated to the Red Cross Japan relief effort myself and happened to come across this information.  The following press release is from American Airlines in response to the 8.8 earthquake and following tsunami in Japan.  They seem to be one of the first companies in the hospitality industry to come forward offering aid, but I hope that more follow suit.  It’s a nice incentive for those donating anyways, and strengthens loyalty, while reinforcing their status as a socially responsible company in the travel sector.

*
AA ADVANTAGE MEMBERS CAN DONATE VIA AMERICAN AIRLINES TO AID RED CROSS

American Airlines
4333 Amon Carter Boulevard

Fort Worth, TX 76155

Media Relations 817-967-1577
MediaRelations@aa.com

• AMR Corp, Parent Company of American Airlines and American Eagle Jointly with the American Red Cross, will be providing aid to those affected by the earthquake and tsunami in Japan

• AAdvantage Members can help by donating to the Red Cross to provide shelter, food and other assistance to earthquake and tsunami victims

• Members can receive a one time award of 250 AAdvantage bonus miles for a minimum donation of $50 or $100 or more to the American Red Cross Japan and Pacific Tsunami Fund

full details on Red Cross website here

“Help is urgently needed in Japan.  By partnering with the American Red Cross, we can ensure that contributions will support timely efforts to provide much needed assistance to the millions of people affected by the earthquake and tsunami,” said Kurt Stache, American’s Vice President – International.  “We invite our customers to join us in supporting the American Red Cross.  We are relieved and grateful that all of our Japan-based employees are safe and accounted for, but others living in Japan need our help.”

further details on AA's press release here


Other related links:

Red Cross Canada Asia Pacific Fund
Foreign Affairs and International Trade - Travel Advisories

We're getting left in the SM dust

Considering I just recently started this blog, I’ve to also join Twitter in addition to my Facebook account (which I SWEAR I’ve already had for years – just so you know I’m not completely out of the loop) to try and integrate more social media into my life, and for research purposes of course.  I decided to start following all the big players in categories of hotels, airlines, and local attractions like:  Starwood, Marriott, Holiday Inn, Shangri-La, , American Airline, Air Canada, Westjet, Alaska Airlines, Continental Airlines, Virgin Airlines, even Southwest Airlines, and Whistler Blackcomb, Grouse Mountain, and even some smaller players like some of the individual Wyndham hotels (Super 8 - yup they have social media platforms established)

I was surprised when searching that some of the chains that I expected to be extremely well represented, especially in a social media site like Twitter where the age demographic fits very well into their target market(s) weren’t even present.  And at least one of the large chains doesn’t have any presence on Facebook at all.  (look for them, you'll be surprised who's not there!)  Very few of the companies even show that they have any social media engagements on their main websites to generate further traffic.  Most don’t have blogs.  Some of the only ones I came across were this blog by Bill Marriott of Marriott Int’l. (informative but not my favorite read, and not very interactive), this one from Southwest Airlines, and of course Virgin Airlines (I figured at least they would be a sure thing, that if anyone in the industry had incorporated SM is would be them - I also like Sir Richard Branson's little speech bubbles!).  I find it strange that large companies wouldn’t have the resources to manage a proper social media campaign.  I've been taking a SM class that explains the many benefits of being part of communities, creating interaction. So the question is why don’t more engage in much related to Social Media?  Is our industry just not ready to jump on the social media bandwagon?  Is it the "professional" (traditionally stuffy?) personality we're trying to uphold?