Social Listening to Create Bespoke Customer Experiences: Best Practices for Hospitality Operators

2021 ◽  
pp. 193896552199308
Author(s):  
Kathryn A. LaTour ◽  
Ana Brant
Keyword(s):  
Social Media ◽  
Best Practices ◽  
Real Time ◽  
Brand Image ◽  
Customer Experience ◽  
Current Experience ◽  
Social Listening

Most hospitality operators use social media in their communications as a means to communicate brand image and provide information to customers. Our focus is on a two-way exchange whereby a customer’s social posting is reacted to in real-time by the provider to enhance the customer’s current experience. Using social media in this way is new, and the provider needs to carefully balance privacy and personalization. We describe the process by which the Dorchester Collection Customer Experience (CX) Team approached its social listening program and share lessons to identify best practices for hospitality operators wanting to delight their customers through insights gained from social listening.

scholarly journals Factors of communication mix on social media and their role in forming customer experience and brand image

2018 ◽  
Vol 13 (3) ◽  
pp. 1108-1118 ◽  
Author(s):  
Radovan Bacik ◽  
Richard Fedorko ◽  
Ludovit Nastisin ◽  
Beata Gavurova
Keyword(s):  
Social Media ◽  
Brand Image ◽  
Customer Experience ◽  
Media Environment ◽  
Building Relationships ◽  
Brand Building ◽  
Brand Reputation ◽  
Marketing Activities ◽  
New Perspective ◽  
Media Experience

Abstract Building a brand is a long-term process and it also applies to the world of social media. It is said that building a good brand reputation takes years, but it can be ruin in a moment. Therefore, it is important to look responsibly at all the aspects that have a role in building a brand on social media. The actual experience with the brand on social media is able to significantly affect brand building. The study focuses on exploring brand-building relationships in the social media environment. We selected a set of factors to predict customer experience with the brand in a social media environment and then we examined the relationship between this customer experience and the perceived brand image. 476 respondents filled out the electronic questionnaire. The study puts the greatest emphasis on respondents aged 20 to 35 years. We used correlation analysis to investigate the relationships in this issue. Out of the seven investigated relationships, up to two cases with medium dependence were confirmed by the strong relevance of relationships. The results support the importance of using social media tools for branding purposes, because these tools are the ones with the greatest ability to influence the people’s perception and attitude. It is also the fastest and one of the most personal ways to communicate with the customer. It happens in real time and it can convey the real emotion if performed right which all together help to trigger the user action. The findings of this study can guide marketing activities for companies to make the return on investment in social media as high as possible. The research offers a new perspective on selected factors and their role in creating social media experience and subsequently a brand image.

scholarly journals EARS – A WHO Platform for AI-Supported Real-Time Online Social Listening of COVID-19 Conversations

2021 ◽  
Author(s):  
Tina D. Purnat ◽  
Harry Wilson ◽  
Tim Nguyen ◽  
Sylvie Briand
Keyword(s):  
Social Media ◽  
Real Time ◽  
Public Spaces ◽  
Data Sources ◽  
Effective Response ◽  
Real Time Information ◽  
Time Information ◽  
Social Listening

As the COVID-19 pandemic evolves, the accompanying infodemic is being amplified through social media and has challenged effective response. The WHO Early AI-supported Response with Social Listening (EARS) is a platform that summarizes real-time information about how people are talking about COVID-19 in public spaces online in 20 pilot countries and in four languages. The aim of the platform is to better integrate social listening with other data sources and analyses that can inform infodemic response.

scholarly journals On Using Social Media to Predict Elections. A Meta-Analysis

2021 ◽  
Author(s):  
Brent Pretty
Keyword(s):  
Social Media ◽  
Public Opinion ◽  
Best Practices ◽  
Real Time ◽  
Public Perception ◽  
Meta Analysis ◽  
Campaign Strategy ◽  
Current State ◽  
Methods And Techniques ◽  
Analyze Data

As of late there's been great interest in social media’s ability to predict elections. Platforms such as Twitter and Facebook, owing to their cultural ubiquity, offer a plethora of data and an opportunity to track public perception at a granular level in real time. The ability to passively analyze public opinion is a massive step forward in the realm of political prediction, and has the potential to redefine the field of campaign strategy. In this piece of research I analyzed the current state of social media based electoral prediction. I examined the methods and techniques used to collect and analyze data, and compared their results against both each other and other methods of prediction such as telephone polling. In this I found a field that is still in its infancy. Much work remains to be done until a set of best practices surrounding social media based electoral prediction are accumulated.

scholarly journals Emotions in Social Media: An Analysis of Tweet Responses to MH370 Search Suspension Announcement

2019 ◽  
Vol 57 (2) ◽  
pp. 194-211 ◽  
Author(s):  
Su Lin Yeo ◽  
Augustine Pang ◽  
Michelle Cheong ◽  
Jerome Quincy Yeo
Keyword(s):  
Social Media ◽  
Real Time ◽  
Crisis Communication ◽  
Mapping Model ◽  
Media Attention ◽  
Crisis Mapping ◽  
History Of ◽  
Social Listening

Considered one of the deadliest incidents in the history of aviation crises and labelled a “continuing mystery,” the ongoing search for the missing Malaysia Airlines Flight 370 offers no closure. With endless media attention, and negative reactions of stakeholders to every decision made by the airline, this study investigates the types of emotions found in social media posted by publics to the MH370 search suspension announcement. It content analyzed 5,062 real-time tweet messages guided by the revised integrated crisis mapping model. Our findings indicated that, in addition to the four original emotions posited, there was a fifth emotion because of the long-drawn crisis and only two dominant emotions were similar to the model. A redrawn version to better encapsulate all the emotions is offered for one quadrant in the model. Implications for both crisis communication scholarship and the importance of social listening for organizations are discussed.

scholarly journals On Using Social Media to Predict Elections. A Meta-Analysis

2021 ◽  
Author(s):  
Brent Pretty
Keyword(s):  
Social Media ◽  
Public Opinion ◽  
Best Practices ◽  
Real Time ◽  
Public Perception ◽  
Meta Analysis ◽  
Campaign Strategy ◽  
Current State ◽  
Methods And Techniques ◽  
Analyze Data

As of late there's been great interest in social media’s ability to predict elections. Platforms such as Twitter and Facebook, owing to their cultural ubiquity, offer a plethora of data and an opportunity to track public perception at a granular level in real time. The ability to passively analyze public opinion is a massive step forward in the realm of political prediction, and has the potential to redefine the field of campaign strategy. In this piece of research I analyzed the current state of social media based electoral prediction. I examined the methods and techniques used to collect and analyze data, and compared their results against both each other and other methods of prediction such as telephone polling. In this I found a field that is still in its infancy. Much work remains to be done until a set of best practices surrounding social media based electoral prediction are accumulated.

A managerial perspective on omnichannel e-customer

2020 ◽  
pp. 5-17
Author(s):  
Maria Teresa Cuomo ◽  
Francesca Ceruti ◽  
Alice Mazzucchelli ◽  
Alex Giordano ◽  
Debora Tortora
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Empirical Analysis ◽  
Customer Experience ◽  
Tourism Industry ◽  
Point Of View ◽  
Social Commerce ◽  
Social Dimensions ◽  
Offline Channels ◽  
Managerial Perspective

The actual omnichannel customer uses indifferently both online and offline channels to express himself through consumption, which increasingly blends personal, cultural and social dimensions. In this perspective social media and social networks are able to assist e-retailers in their effort of creating a total e-customer experience, especially in the tourism industry, trying to satisfy their clients from the relational and commercial point of view. By means of an empirical analysis where managers were interviewed on the topic and its degree of application in the firms, the paper underlines how from the managerial point of view, that represents a new prospect on the topic, the expected shift from e-commerce to social commerce paradigm, facilitating the selling and buying of products and services by using various internet features, is nowadays not completely understood and realized.

Techniques of Viral Marketing

2019 ◽  
Vol 118 (6) ◽  
pp. 97-99
Author(s):  
Arockia Jeyasheela A ◽  
Dr.S. Chandramohan
Keyword(s):  
Social Media ◽  
Real Time ◽  
Word Of Mouth ◽  
Viral Marketing ◽  
Consumer Perception ◽  
Key Word ◽  
The Right ◽  
A Company

This study is discussed about the viral marketing. It is a one of the key success of marketing. This paper gave the techniques of viral marketing. It can be delivered word of mouth. It can be created by both the representatives of a company and consumer (individuals or communities). The right viral message with go to right consumer to the right time. Viral marketing is easy to attract the consumer. It is most important advertising to consumer. It involves consumer perception, organization contribution, blogs, SMO (Social Media Optimize), SEO (Social Engine Optimize). Principles of viral marketing are social profile gathering, Proximity Market, Real time Key word density.

Awareness Of Employer Branding Through Social Media Among Management Students

2016 ◽  
Vol 6 (2) ◽  
Author(s):  
Mukesh Kumar ◽  
Avaneesh Kumar
Keyword(s):  
Social Media ◽  
Brand Image ◽  
Final Conclusion ◽  
Young Generation ◽  
Employer Branding ◽  
Ample Opportunity ◽  
Talented People ◽  
Management Students

Employer branding become an imperative part of an organization in these days. Every organization wants to attract, develop and retain talented people in their organization. Employer branding not only attract existing employees but also attract potential employees. It communicates internally to their employees and externally to potential employees through social media. Young generation uses social media rapidly, so it is the ample opportunity for an organization to attract, retain and motivate to their existing employees as well as prospective employees. Employer branding through social media also enhances the brand image of the organization, so it attracts to potential employees to be a part of that organization. The aim of this paper was to study awareness of employer branding through social media among Management students in Allahabad. Researcher interacted with 100 respondents but found 60 respondents who know about it. In this paper, Researcher focused on how students use social media to search a job and what they are looking in a job. The final conclusion of this paper is that Management students know about how to use social media in Employer branding but they need to know more about it.

Understanding the Role of Online Media Platforms in Airport Capital Projects and Community Outreach

2021 ◽  
pp. 036119812199347
Author(s):  
Max Z. Li ◽  
Megan S. Ryerson
Keyword(s):  
Social Media ◽  
Best Practices ◽  
Community Outreach ◽  
Capital Projects ◽  
The Public ◽  
Online Social Media ◽  
Social Media Platforms ◽  
Project Phases ◽  
Media Channels ◽  
Common Content

Community outreach and engagement efforts are critical to an airport’s role as an ever-evolving transportation infrastructure and regional economic driver. As online social media platforms continue to grow in both popularity and influence, a new engagement channel between airports and the public is emerging. However, the motivations behind and effectiveness of these social media channels remain unclear. In this work, we address this knowledge gap by better understanding the advantages, impact, and best practices of this newly emerging engagement channel available to airports. Focusing specifically on airport YouTube channels, we first document quantitative viewership metrics, and examine common content characteristics within airport YouTube videos. We then conduct interviews and site visits with relevant airport stakeholders to identify the motivations and workflow behind these videos. Finally, we facilitate sample focus groups designed to survey public perceptions of the effectiveness and value of these videos. From our four project phases, to maximize content effectiveness and community engagement potential, we synthesize the following framework of action items, recommendations, and best practices: (C) Consistency and community; (O) Organizational structure; (M) Momentum; (B) Branding and buy-in; (A) Activity; (T) Two-way engagement; (E) Enthusiasm; and (D) Depth, or as a convenient initialism, our COMBATED framework.

scholarly journals DAViS: a unified solution for data collection, analyzation, and visualization in real-time stock market prediction

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Suppawong Tuarob ◽  
Poom Wettayakorn ◽  
Ponpat Phetchai ◽  
Siripong Traivijitkhun ◽  
Sunghoon Lim ◽  
...  
Keyword(s):  
Machine Learning ◽  
Social Media ◽  
Data Collection ◽  
Stock Market ◽  
Real Time ◽  
Stock Prices ◽  
Contextual Information ◽  
Online News ◽  
Stock Prediction ◽  
Stock Market Prediction

AbstractThe explosion of online information with the recent advent of digital technology in information processing, information storing, information sharing, natural language processing, and text mining techniques has enabled stock investors to uncover market movement and volatility from heterogeneous content. For example, a typical stock market investor reads the news, explores market sentiment, and analyzes technical details in order to make a sound decision prior to purchasing or selling a particular company’s stock. However, capturing a dynamic stock market trend is challenging owing to high fluctuation and the non-stationary nature of the stock market. Although existing studies have attempted to enhance stock prediction, few have provided a complete decision-support system for investors to retrieve real-time data from multiple sources and extract insightful information for sound decision-making. To address the above challenge, we propose a unified solution for data collection, analysis, and visualization in real-time stock market prediction to retrieve and process relevant financial data from news articles, social media, and company technical information. We aim to provide not only useful information for stock investors but also meaningful visualization that enables investors to effectively interpret storyline events affecting stock prices. Specifically, we utilize an ensemble stacking of diversified machine-learning-based estimators and innovative contextual feature engineering to predict the next day’s stock prices. Experiment results show that our proposed stock forecasting method outperforms a traditional baseline with an average mean absolute percentage error of 0.93. Our findings confirm that leveraging an ensemble scheme of machine learning methods with contextual information improves stock prediction performance. Finally, our study could be further extended to a wide variety of innovative financial applications that seek to incorporate external insight from contextual information such as large-scale online news articles and social media data.

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