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Katrina Greeves

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A social advantage: providing exceptional customer service online.
How to get a social advantage: Listen proactively & respond Create valuable conversations Commit for the long haul
Who’s listening? Photo by Nelson Mouellic, World Nomads Travel Photography Scholarship Winner 2009
SOURCE: Source: 2009 UK Tealeaf Survey of Online Consumer Behaviour, conducted by Harris Interactive
See full twitter conversation using www.twonvo.com
follow @qftravelinsider Monitor http://travellr.com
Invest in the right people.
Listen & respond proactively.
Create valuable conversations Photo by Trent O’Donnell, World Nomads Flickr Group Member
follow http://twitter.com/garyvee See more http://tv.winelibrary.com
(We’ve) seen increased traffic and participation online since we started focusing on social media We're actually booking significantly more trips with guests who have found us online… The biggest time commitment is simply generating quality content for our blog each day. Andrew Bennett, Deneki Outdoors http://blog.deneki.com/ http://www.deneki.com/ SOURCE: Top Secrets: 7 Common Mistakes Businesses Make When Going Online Page: 17 www.travelonlinepartners.com
Solve the problem in public … I promise you that you’ll see a positive response from that. (Chris Brogan)
Create & share interesting stories.
Build trust: be authentic.
Commit for the long haul Photo by Nelson Mouellic, World Nomads Travel Photography Scholarship 2009 Presentation Title Text
Image courtesy of birgerking in Flickr
Commit to a long term, social strategy.
Deliver great service, every time. Listen & respond proactively. Encourage & contribute to conversations. Commit to a long term strategy.
Photo by Mike LeeWorld Nomads Community Member What will you do?
Special thanks to: @andrewhayes Travelonlinepartners.com @xebidy Travelgeneration.com @aussie_ian Travellr.com @jessedee GlobalGossip.com @samdaams Travellerspoint.com
Social media useful links: How to: tips for small businesses in travel, Social Media Starter Moves for Tourism,social media tips & tricks in depth Who? Choosing the best people in your business to connect through social media. Listen well: tools to track conversations include Google alerts or social mention. Low cost tools include trackur and postrank analytics.Others radian6, spiral16 and scoutlabs Which social network? Global analysis of social networks by demographics Managing your response: make every interaction count (how to managing what you say on social networks) Learn from others’ mistakes
WorldNomads.com a part of every adventurous travellers journey. Katrina Greeves Partnership Manager – Asia Pacific katrina.greeves@worldnomads.com Skype: KatrinaGreeves Tel: +61 2 8263 0426 Twitter: @k_nomad

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Katrina Greeves

  • 1. A social advantage: providing exceptional customer service online.
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  • 14. How to get a social advantage: Listen proactively & respond Create valuable conversations Commit for the long haul
  • 15. Who’s listening? Photo by Nelson Mouellic, World Nomads Travel Photography Scholarship Winner 2009
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  • 17. SOURCE: Source: 2009 UK Tealeaf Survey of Online Consumer Behaviour, conducted by Harris Interactive
  • 18. See full twitter conversation using www.twonvo.com
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  • 20. follow @qftravelinsider Monitor http://travellr.com
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  • 24. Invest in the right people.
  • 25. Listen & respond proactively.
  • 26. Create valuable conversations Photo by Trent O’Donnell, World Nomads Flickr Group Member
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  • 29. follow http://twitter.com/garyvee See more http://tv.winelibrary.com
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  • 33. (We’ve) seen increased traffic and participation online since we started focusing on social media We're actually booking significantly more trips with guests who have found us online… The biggest time commitment is simply generating quality content for our blog each day. Andrew Bennett, Deneki Outdoors http://blog.deneki.com/ http://www.deneki.com/ SOURCE: Top Secrets: 7 Common Mistakes Businesses Make When Going Online Page: 17 www.travelonlinepartners.com
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  • 36. Solve the problem in public … I promise you that you’ll see a positive response from that. (Chris Brogan)
  • 37. Create & share interesting stories.
  • 38. Build trust: be authentic.
  • 39. Commit for the long haul Photo by Nelson Mouellic, World Nomads Travel Photography Scholarship 2009 Presentation Title Text
  • 40. Image courtesy of birgerking in Flickr
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  • 44. Commit to a long term, social strategy.
  • 45. Deliver great service, every time. Listen & respond proactively. Encourage & contribute to conversations. Commit to a long term strategy.
  • 46. Photo by Mike LeeWorld Nomads Community Member What will you do?
  • 47. Special thanks to: @andrewhayes Travelonlinepartners.com @xebidy Travelgeneration.com @aussie_ian Travellr.com @jessedee GlobalGossip.com @samdaams Travellerspoint.com
  • 48. Social media useful links: How to: tips for small businesses in travel, Social Media Starter Moves for Tourism,social media tips & tricks in depth Who? Choosing the best people in your business to connect through social media. Listen well: tools to track conversations include Google alerts or social mention. Low cost tools include trackur and postrank analytics.Others radian6, spiral16 and scoutlabs Which social network? Global analysis of social networks by demographics Managing your response: make every interaction count (how to managing what you say on social networks) Learn from others’ mistakes
  • 49. WorldNomads.com a part of every adventurous travellers journey. Katrina Greeves Partnership Manager – Asia Pacific katrina.greeves@worldnomads.com Skype: KatrinaGreeves Tel: +61 2 8263 0426 Twitter: @k_nomad