Camina con los que sueñan, los que creen, los valientes, los alegres, los planeadores, los hacedores, la gente exitosa que tiene la cabeza en el cielo y los pies en la tierra.

6 Habits of Highly Effective Social Media Managers | Merc Strategy Group, LLC

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In the previous week’s post on the roles of community managers, I covered the various roles and responsibilities of your organization’s community manager (who manages your Twitter, Facebook and forum accounts). Now, let us go to the next step. How do you hire the ideal community manager for your social media campaigns? Whether you are hiring an external consultant or a full time employee it is important that the person has a few desirable qualities to help take your brand to greater heights.

Here are the things I find desirable in a community manager:

1. Loves to converse with people. I have mentioned this many times in my previous posts. Social media is all about conversations and if your manager doesn’t love to talk with people, it is less likely that he/she will broaden your social media audience base.
2. Can empathize with people and understand their emotions. Empathy can go a long way in making your brand a lovable one among your customers. The community manager should be able to understand the pains of a frustrated customer and be able to handle criticism appropriately.
3. Reads a lot and stays informed 24/7. Your social media manager should be hooked to the network and must understand the major events. Where possible he/she must capitalize on the trend to start a conversation. By staying well informed, you are less likely to make major social media guffaws and their knowledge of things can be help you build the right kind of promotions.
4. Understands the culture of your customers. If your audience is addicted to Baseball, it makes little sense to hire someone who doesn’t understand the baseball lingo and the culture. Your brand manager should reflect both your brand and the audience. Your customers should be able to see the community manager as one among them.
5. Has a lot of sense of humor. Nobody loves dry messages, especially when it comes to social media. While profound thoughts can often succeed in social media, a right sense of humor combined with that can be a killer. While I’m not asking you to hire a standup comedian, subtle humor and simple laughs can make your account handle very attractive and can greatly expand your audience.
6. Is a Wordsmith. Social media involves a lot of writing and the right choice of words can make a lot of difference. Someone who can convey his/her ideas in the shortest, sweetest, smartest and the wittiest way can cultivate a huge following.

On August 2, 2012   /   Social Media   /   5 Comments

via mercstrategy.com

Misión de Vida

Todos hemos visto los famosos Manifiestos de Misión que tiene cada compañía. Están prominentemente colocadas en todas las oficinas aunque en pocas ocasiones respetadas.

Una compañía americana ha llevado su misión mucho mas allá de las oficinas corporativas y elaboro esta Misión que es mas una misión de vida que todos podemos aplicar, dentro y fuera de la oficina.

y comparto un video pasado este Manifiesto de una Misión de Vida

Does Your Customer Service Strategy Include Social Media?

Does Your Customer Service Strategy Include Social Media?

Sep 28, 12 | 12:05 am

By Harry Rollason

By the end of the year, 80 percent of companies plan to use social media for customer service. On the consumer side, 62 percent of customers have already used social media for customer service issues. Gartner predicts one billion users will be on social networks by the end of 2012.

The social landscape is evolving, but one thing remains certain: Your ability to serve your customers, in the channels they wish to be served in, is critical to your business's success. But social customer service isn't a cute tool to be used by opportunistic marketing departments to big up the brand; it is an essential method of communication that needs to become part of a clearly defined organizational model.

Consider Current and Potential Customers

The post-sales experience brings both acquisition and retention power. It is critical to keep current customers happy and show potential customers how well you do business.

To be effective the social customer service model needs to be as organic and flexible as the medium that created it, while simultaneously delivering tangible results for the business through a stronger brand identity, better customer service and a long-term strategic plan.

But problems still exist. A study by A.T. Kearney found that, of the top 50 brands, 56 percent did not respond to a single customer comment on their Facebook Page in 2011. Brands ignored 71 percent of customer's complaints on Twitter. And, 55 percent of consumers expect a response the same day to an online complaint, while only 29 percent receive one. Your customer service strategy must include social media and be part of your long-term business plan to maintain competitive advantage.

The New Customer Service Tool

Debbie Curtis-Magley, public relations manager at UPS and Viktor van der Wijk, director of acquisition at KLM deliver two standout presentations on how you can better leverage social media for customer service. Based on these presentations, here are three tips for how to best use social media as a customer service tool.

Integrate social media into your existing customer service function. Gone are the days when social media sat by itself at the table; now you have to allow social media to influence all business functions to become a more responsive customer-centric business tool.

Create a voice your audience can relate to. Create humanized response models to engender loyalty and build relationships. Many companies are guilty of creating robust and well-planned strategies for social media customer service delivery, but not following through with this critical step.

Be proactive. Monitor social interaction to spot issues and solve problems before they become crises. Social media customer service delivery involves dealing with criticism and complaints in public, often in front of an audience of millions. If you're going to prevent a small problem from growing into something worse, you need to have a detailed understanding of what you need to respond to, a path to response and escalation policies for resolution.

via ehotelier.com

Don't Innovate, Anticipate

Don't Innovate, Anticipate

Sep 28, 12 | 12:07 am

Brad Callahan, CEO of Beachtree Properties, says that in a world loaded with apps, gadgets and gimmicks, the customer still comes first.

Hoteliers are judged by anticipating guests' needs and delivering on the day-to-day. The next big thing isn't what guests will remember after they return home. Let's face it, great service is difficult to train and even harder to maintain. It's time for those of us in the hospitality industry to talk about getting the right things done, right now. The only course of action is to understand our guests and their needs. Stop wasting time on innovating and get on with anticipating.

I've never heard back from a guest raving about the high-tech air conditioner controller. I have heard "thank you"  for the crayons and the extra pad that was left on the bed by the housekeeping staff after it was recognized that a young child was staying in the room. And I've received compliments because the front desk team handed an umbrella to a couple at check-in, as rain was expected for the weekend. These were situations where team members were able to think on their feet and were equipped with tools and resources to improve guests' visits. It's about being proactive, not reactive, with a complete focus on staying a few steps ahead.

Years ago, I focused solely on innovation. I strove to create a hospitality experience that incorporated fanciful touches and snappy marketing.

The problem was that I didn't fully consider how these things affected our guests' stays.  Since then, I've stopped wasting time.  I discovered that no matter how much I pressed for innovation and forward-thinking, guest feedback and survey scores kept bringing me back to the basics. If we didn't get the little things right in the service arena, then the big things didn't matter.

Don't confuse the issue. That doesn't mean we stop forward progress. It means we innovate with great service as the target end result. For example, I offer complimentary iPads at select properties that guests can use on our free Wi-Fi. Why? Because my hotels are designed for the leisure traveler. I want them to leave their laptops and work at home, so they can enjoy the destination to its fullest. However, I know my guests might want to Skype with the kids back at home, make a dinner reservation online at a local restaurant, or browse local attractions. So, I anticipate.

Here's how to get your team to anticipate. Invert the habit of starting with the bright idea and then building in the solutions. Instead, instill in your team the habit of looking through the lens of the guest's point-of-view and encourage and reward fresh ideas. Then, develop the on-site amenities, programs and communication touch points to anticipate your guests' needs and desires. Remember that one size does not fit all. The family traveling with the young child has different needs than the single traveler.

Lastly, no matter how much or how little you decide to chant the mantra "anticipate" within your business, it is vital that you always stick to the basics. It's easy to run down the rabbit hole chasing innovation. If you do that, you'll lose sight of the whole point of being in the travel business. News flash! We're here to service people on vacation and give them the most memorable travel experience possible.

Focus on the guests, and you'll get it right every time.

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Brad Callahan is CEO of Beachtree Properties, a collection of 11 boutique hotels across the country. Callahan has recently announced an iPad loaner program at Beachtree Properties which helps guests stay in touch with the outside world (when they want to).

via ehotelier.com

Warren Buffet

Price is what you pay. Value is what you get.”

Lo unico que le falta a la NFL

Es contagiosa la musica ...

Bello Poema Maya a la Libertad

Hoy que celebramos el día de nuestra Independencia y quiero compartir con ustedes este bello poema Maya que celebra la libertad.  Y queda claro que nos hace falta sembrar muchos mas arboles para fomentar nuestra idependencia. 

U MUK’NAL CH’I’ICH’O’OB
Máax u k’a’at’ u kí kí yúubik u k’aay ch’i’cho’o’obe’,
ma’ k’a’abet u béettik núup’o’obi’, ka’a’bet’ u pak’ kulche’o’ob.
U k’aay ch’i’ich’o’obe’ k-ti’a’al tuláakal yok’ol kab. Mix máak,
mix máak u yúumil.

EL SECRETO DE LOS PÁJAROS I
El que quiera disfrutar del canto de los pájaros,
no necesita construir jaulas, sino sembrar árboles.
El canto de los pájaros pertenece a todos.
Nadie, nadie es su propietario