Introducing Facebook Timeline Pages for Small Business

Golda Criddle by
on March 2nd, 2012

Finally, Facebook Timeline is coming for Pages. By March 30, all businesses on Facebook will have to switch their pages over to Facebook Timeline. Many brands have started to do so this week, including Coca-Cola, Starbucks and Red Bull. Timeline is a huge change for Facebook, so as a small business, you may be overwhelmed by the new features. Maybe you’re even considering deactivation. Never fear! This post will outline the most important aspects of Facebook Timeline and how you can tackle them to create your own company timeline. I’ll be using screen shots from Coca-Cola’s Timeline as examples.

Cover Image

One feature of the new Facebook Timeline is particularly hard to miss…the Cover image on top of your brand’s page. The Timeline cover displays an enormous 850 by 315 pixel banner on top of your Page.  The goal is to display what your company is all about visually—but not through ads. Covers cannot display calls to action such as “Like this Page” or sales pricing or contact information. Some practical ideas for your cover photo include your store/business front, a lineup of your staff or products, or a collage of images that represents your story.

Application Panels

Instead of the left-side panel of links, Timeline uses rectangular panels to display applications such as photos, home page and stories. Other applications are still accessible but not easily visible, as one would need to click the right-most button for a drop-down box. You’ll probably want to use a Page analytics tool to determine which tabs are most useful to promote, and change them frequently.

Stories & Highlights

With Facebook Timeline, updates and posts will now be “stories” that fit like pieces or scraps into your Timeline, like a scrapbook or diary. You’ll want to edit your past and remove posts if unnecessary or unflattering. You can remove these posts by choosing “Hide from Timeline.”  You can also “star” posts that you think most represent your brand, and they will be highlighted. Most importantly, you will be able to “pin” certain posts so that they stay on top of the timeline for a certain amount of time. You’ll want to “pin” contests, current events, or other popular posts. “Pinned” posts are represented by a small, orange flag. You can also add important events to your business’ Timeline such as when your company first opened, or when you made your first sale in order to create a complete company history.

Private Messages

A long coming new feature of these pages is the ability to send and receive private messages with users. With private messages, businesses can deepen their relationships with customers. They can take customer inquiries and deal with them at length in private messages. No longer will such requests clutter your page!

How will you use Facebook Timeline to profit your business? Feel free to share your ideas and comments below!

Categories: Blog,Facebook,Social Media,Social Media Marketing — Tags: , , , ;

Plan Your Travel Itinerary with Trippy and TravelMuse

Golda Criddle by
on February 22nd, 2012

Yesterday’s travelers were limited to travel agencies, books, brochures and traditional word of mouth for travel advice. Now the entire world is available at your fingertips through websites, online travel agencies and social networks. New social travel sites are popping up every day with different approaches to help travelers plan their trips.

The latest entry in social trip planning is Trippy, a site that revolves around planning a trip based on recommendations from your friends. The site differs from Gogobot and Gtrot in that it aims to build your entire itinerary from your Facebook friends.

When you create a trip on Trippy, you are told right away which of your Facebook friends “know” your destination, having lived, studied or visited there in the past. You can also specify whether your trip is strictly business, budget, romance or even adventure, and tell your friends what you want to experience during your trip. You can then add places, restaurants and hotels you are considering visiting, eating in and staying at. At the end of the process, Trippy provides you with a customized trip URL that you can share on Facebook or Twitter to get your input from your social circle. When your friends click on this link, they will be able to view your proposed itinerary and make comments. You can plan your trip by the day, and when you’re ready, check rates and book your hotel within Trippy’s platform.

Another great site for planning your trip is TravelMuse. The site acts like a scrapbook for your trip, as you can save any web page into a folder so that all of your ideas are in one central place. TravelMuse offers its own Bookmarker to make this process as easy as accessing your bookmarks through a browser. You can also view your saved items on a map, on a calendar, and look for other things to do when you have a few extra hours.

A unique feature of TravelMuse is the “Get Inspired” tab, which allows you to build a customized trip based on your interests and preferences. You can select when you wish to travel, what airport you are flying out of, your favorite activities, maximum flight time and budget per person. From these parameters, TravelMuse will build an entire trip for you within seconds. Talk about making travel easy!

What social travel sites will you use to plan your next trip?

Categories: B2B & B2C,Blog,Clients,Facebook,Hotel Internet Marketing,Hotels & Resorts,Hotels & Resorts,Internet Marketing,Social Media,Social Media Marketing,Travel,Twitter — Tags: , , , , , , ;

How to Respond To a Negative Hotel Review

Golda Criddle by
on February 17th, 2012

Review sites and social media are tools that all travelers use when looking for hotels to stay in. They are becoming extremely important in today’s travel industry, especially now that OTAs like Kayak are starting to integrate TripAdvisor reviews directly into their searches. In this high-tech world we live in, it is best for general managers to interact with their customers on social media, especially when it comes to online customer reviews.

Sooner or later you’ll encounter a negative review on Yelp or TripAdvisor that isn’t a spammer or false claim. What do you do? In most cases, you should respond. Follow these simple steps in crafting your response.

  1. Respond in a timely fashion. Responding quickly shows the customer that you are monitoring your channels closely, and that someone cares about their con
    cerns. Other people are also more likely to read your response if it is put up quickly.
  2. Be polite, calm, and professional. Treat this review like any customer service request and be courteous.  Be sensitive to the customer’s feelings. Such professionalism will enhance your online reputation.
  3. Be honest. Perhaps the criticism was just a simple misunderstanding. Is there information on your website that addresses their complaints? Or if they had a problem with your staff, apologize if necessary and look forward without accusations.
  4. If the customer’s criticism is valid, acknowledge that there is a problem, and something is being done to fix it. This shows the customer that their opinions have been heard. Perhaps you should speak to your staff about the importance of friendly customer service.
  5. Thank the customer for his or her review.  This shows that you appreciate the customer’s feedback. It also encourages further (possibly positive!) feedback.
  6. Offer compensation if appropriate. Usually a discounted room or upgrade is enough to compensate the customer for any wrongdoing. In most cases, it will also damage your hotel less than a bad online reputation. Ask for the customer’s contact information so that you can contact them immediately upon offering the compensation. This also shows potential customers that you are willing to rectify your mistakes.

Your customers will appreciate that you cared enough to respond to their complaints, and your hotel will look great to other possible guests. Who knows, maybe your response will even get the customer to write a more positive review in the future!

 

 

Categories: Blog,Hotel Internet Marketing,Hotels & Resorts,Hotels & Resorts,HSMAI,Internet Marketing,Social Media,Social Media Marketing,Travel — Tags: , , , ;

How SMBs Can Join In on the Google+ Hangout Trend

Golda Criddle by
on February 3rd, 2012

Google+ gives a whole new meaning to the phrase “hanging out” with its video Hangout feature. It takes chatting online to a whole new level by allowing for spontaneous face-to-face online gatherings. Any Google+ user can start a Hangout with up to 10 other users for any length of time for free.

Many businesses, public figures and celebrities have started using Google+ Hangouts to reach out to the public including the White House, David Beckham and The Muppets.  Most notably, President Obama used the social network’s video conferencing tool to create a virtual town hall meeting focusing on the economy. He took questions via Twitter and YouTube. Five Americans in citizens across the country also participated in the Google+ Hangout, and were able to ask follow-up questions in real time after the President spoke.

Further, NBC’s Darren Rovell will host a Google+ Hangout to discuss this year’s Super Bowl commercials on February 6. Users will be able to use a feature of Google + Hangout that allows users to share and watch YouTube videos simultaneously. Rovell explained the purpose of the hangout: “The day after the Super Bowl is when people head back to their office water coolers to discuss what they loved and what they didn’t. Our conversation is about taking all those water cooler conversations and bringing it to a national, digital stage.”

Both of these hangouts take advantage of the “Hangout on Air” feature that allows Hangout to act as a live broadcast to the public. Google+ Hangout combines some features from programs like Skype and GoToMeeting such as multi-people video conferencing, and screen-sharing for free. This is what makes Google+ Hangouts unique.

Google+ Hangouts can be useful for small and large businesses alike. Here are just a few ideas for using Google+ on a smaller scale:

  • Customer Service:  Personalize your customer service by helping out your customers face-to-face! Private hangouts can be a great way to offer excellent support and you’ll be able to get visual cues and live feedback from your customers.
  • Brainstorming: If your business operates remotely, Google+ Hangouts allows for weekly or monthly communication through virtual meetings. You know ideas flow freer in a group setting. You can also use Hangouts with Extras to watch inspiring YouTube videos to start or end sessions.
  • Instructional Classes/Webinar: Chef Lee Allison uses Hangouts to teach cooking classes. You can teach skills from software to social media through video with interactive chat. Hangouts make question and answer sessions easy, personal and informative!

Can you think of other ways to use Google Hangouts to promote your business? Please feel free to share your ideas in the comments below!

Categories: B2B & B2C,Blog,Clients,Google,Internet Marketing,Photo & Video,Social Media,Social Media Marketing — Tags: , , , , , , ;

Introducing TripAdvisor, Gogobot and Foodspotting for Facebook Timeline

Golda Criddle by
on January 27th, 2012

Very soon Facebook users (which, let’s face it, is just about everyone) will no longer be able to ignore Facebook Timeline. The new format will be rolling out by February 1 to all users. And with it, comes around 60 new lifestyle applications, with three familiar names in the travel world: TripAdvisor, Gogobot and Foodspotting. It has never been easier to share your travels plans—past, present or future—with friends and share the foods you love.


TripAdvisor’s app is called Cities I’ve Visited. The app allows you to pin cities you’ve traveled to on your travel map, display it on your timeline and many other personal travel stats on Facebook Timeline. You can share with your family your trip to Morroco, and what monuments you visited and restaurants you dined at. It’s a great way to take advantage of the new storytelling aspect of Facebook Timeline through travel.

Gogobot’s app is similar, but turns users into travel experts rather than just telling stories. When you use the Gogobot app with Facebook Timeline, your records of where you’ve been, what restaurants you’ve ate at and what attractions you saw are compiled into a “Destination Guide.” You can not only share this guide with your friends and family, but also act as a travel guide to show them the best places to eat and play.  You can share upcoming trips and ask questions from friends, and display customized postcards made from Gogobot’s iPhone application. You can also express your dreams by listing the places you want to visit. The more interaction you post to Facebook Timeline, the more Gogobot Travel Expertise points you receive to make you a trustworthy source on travel.

Foodspotting’s app also focuses on sharing. What’s better than a tasty dish? Sharing your pleasure with all your friends, of course? Now it is very easy to share your Foodspotting activity on your Facebook Timeline. You can control who sees your Foodspotting activity, fortunately, and it is all contained in one little box so it won’t clutter your Timeline. Your friends can also view your Foodspotting page to see which dishes you’ve become an expert in.

The new Facebook Timeline is all about encourage users to share more, through check-ins, posts, and other activity. There’s not much word yet on how Facebook Timeline will affect business brand pages but Facebook is known for its cohesiveness, so they will likely experience similar changes in the future. Do you have ideas on how to use Facebook Timeline to promote your business? Please share your ideas in the comments below!

Categories: B2B & B2C,Blog,Facebook,Internet Marketing,Lifestyle,Social Media,Social Media Marketing,Travel — Tags: , , , , , , ;

7 Subjects to Spruce Up Your Hotel’s Blog

Golda Criddle by
on January 20th, 2012

In the age of micro-blogging social media sites like Twitter and Facebook, is blogging still an effective way for hotels to reach out to guests? Absolutely.  Although tweets and posts are a great way to instantly connect, blogging is an essential tool for story-telling.

People love stories. It is the reason why movies, books, and television are so popular today – we are always looking for the next great story. In a way, marketing is all about advertising a great story. The best way to tell a good story is with new, fresh content, and blogging is one of the best ways to generate interesting content. Further, you can convey much more information and spur more conversation with a blog post than a 140-word tweet.

Some may think that it’s difficult to think of a topic to write about every few days or even just weekly.  Luckily, hotels are part of the broad lifestyle category that covers many different avenues. Here are some ideas if your hotel blog is looking a little stale:

  • Local events:  Guests are always looking for cool things to do in the area, so why not help them out?
  • Hotel renovations: Perhaps your hotel is building an underground bar, or finally updating the pool. Post about them so that they are inclined to come see the new area!
  • Recipes: Perhaps your restaurant chef is a whiz at coming up with delicious food? Why not share a few of his recipes?
  • Local News: Guests are not only interested in the weather in the area. You can post about venue updates, renovations, or oddball news.
  • Spotlight loyal and frequent guests:  Tell their story on your blog – it’s an incentive to keep coming back!
  • Spotlight employee/Day in the life:  You can tell the story of a day in the life of a chef, hotelier, host, and much more. It’s also a great way to reward your employees!
  • Local venues:  Is there a happening bar, delicious taco spot or great theatre nearby? Tell your guests! You can even make a “best of” list! Once again, it’s yet another reason for them to come back.

Whatever you choose to blog about, make sure to add a personal touch to show that your hotel has a personality. Feel free to share your ideas below!

Categories: B2B & B2C,Blog,Hotel Internet Marketing,Hotels & Resorts,Hotels & Resorts,Internet Marketing,Social Media,Social Media Marketing — Tags: , , , , , ;

What Social Search Means For Hotels

Golda Criddle by
on January 13th, 2012

The tech community is abuzz because of a change in Google Search this week. Google started rolling out personalized results into its search results this week, calling it “Search Plus Your Web.” Now, when users are signed into Google, Google+ Profiles, Pages and other content will show up in their searches. The move is not a complete delve into social search, as there are still “global search results,” which will toggle on when clicking the button on the upper right hand corner of results or by signing off.

The idea behind Google’s new social search is not new; content shared by friends is more relevant than that shared by strangers. People have been conducting their own social searches using social networks like Facebook and Twitter for years by asking for recommendations directly. “Search Plus Your Web” automates this process and allows for instant results rather than waiting for someone to actively respond.

Many social networks and travel sites not associated with Google such as Twitter, Facebook, Yelp and TripAdvisor are displeased with the changes because they “favor” Google+ Pages, Profiles and pictures over their own by placing them on top of search results. Google also displays Google Maps , Google+ Profiles, and Places pages on the right-hand side of searches for places.

What does all of this change mean for hotels? They can no longer afford to ignore Google+ and Google Places as a growing social network. Google is the largest search engine, and it is commonly known that many people do not look past the first page of their search results. A Google search for “hotels in Beverly Hills” will bring up the page below, with personalized results at the very top of the page. When a traveler sees that someone in his or her network has posted about a hotel in the area they are researching, as long as it is a positive review/post, it is likely that they will consider that hotel over random results further down on the page.


Further, a search for information on a specific hotel (such as Four Seasons, pictured below) will bring up not only personalized results at the top, but also its Google Places on the right-hand side with maps, pictures and information such as prices, bus lines and ratings. Having all this displayed is valuable because customers instantly have potentially enough information to decide whether or not to stay at this hotel right without even leaving the search results.


Since Google Places pages are now such a big part of Google search results, hotels should take care to create, moderate and liven up their pages by answering questions like these:

  • Does your hotel’s Google Places page contain pictures? If not, it certainly should. If so, do they highlight the positive aspects of your hotel? It may be time to update those older pictures, especially if the hotel has recently gone through renovations.
  • Where do you stand in terms of reviews on Google Places?  If many of your reviews are negative, perhaps you need to work harder to encourage happy guests to review on Google Places.

How do you think Google’s “Search Plus Your World” will affect your hotel? Feel free to share your thoughts below!

Categories: B2B & B2C,Blog,Hotel Internet Marketing,Hotels & Resorts,Internet Marketing,Photo & Video,Social Media,Social Media Marketing — Tags: , , , , , ;

Blog Content Management Systems 101

Golda Criddle by
on January 6th, 2012

Blog comments suffer from a bad reputation nowadays, with many popular blogs disabling them all together.Comments are often a space for spam, trolls and cyber-bulling, all of which are a pain for bloggers to moderate.  However, comments themselves are visible evidence that people are actually reading what you’re writing. Further, they are great for attracting traffic to your blog, and not just through spam. If you comment on other sites or blogs, your will be more visible simply through inbound links on the web.

Most blogs come with their own comment system, but often it is just a stream of comments. Using a custom comment system allows you to filter out some of the negative aspects mentioned earlier. Custom comment systems force users assign a picture Gravatar, or “Globally Recognized Avatar.” When you see a Gravatar, you can be assured that the commenter is an actual person instead of a spam bot. These systems also often allow for commenting on other readers’ comments, otherwise known as threaded commenting.

Here are a few of the more popular blog comment system option and how they differ from each other:

  • Disqus: We use this commenting system on our blog. It has a great spam blocker included in the system that allows for most spam to never see the light of day on your blog. It also allows users to create an identity that transcends a single blog. Your comments will link to a profile, and your profile will link to other blogs you’ve commented on, giving bloggers an idea of who their commenter’s are through their online presence.  This can drive traffic to your blog, and also help you find other blogs that may interest you. You can also link your profile to your Facebook and Twitter accounts.
  • Engag.io: This web application is an inbox with analytics for all of your conversations on blogs and social networks. It watches for comments posted to and from you and dumps everything into one inbox for you to track. You can also search for certain comments in order to stay engaged with people who comment on your blog posts the most.
  • Livefyre: This tool offers a more social approach to blog commenting. Your profile is tied to your Facebook and Twitter accounts so that you can draw your friends and followers into the conversation. Further, you can @reference people in the conversation, and they will receive notifications that you’ve mentioned them.  You can also share links directly in your comment with a Twitter-friendly shortened URL.

Which do you prefer? Feel free to use our comment system to let us know!

Categories: Blog,Internet Marketing,Social Media,Social Media Marketing — Tags: , , , , , , ;

Tips for Business Marketing with Pinterest

Golda Criddle by
on December 28th, 2011

Move over, Facebook, Digg and Reddit. There is a new social bookmarking website growing fast in popularity over the last four months—Pinterest. The company has exploded from 1.2 million users in August 2011 to over 4 million in December 2011. During one week in December, the site received over 11 million visits.

They say a picture is worth a thousand words. Pictures can convey emotion, moods and evoke feelings in a much simpler and engaging way than words.  That is the idea behind apps like Instagram, and now, Pinterest; a place to organize and share online images. The network calls these images Pins, which are placed on Boards for any topic imaginable, from cats to food to national monuments. Users can comment and “repin” images on their own boards, which can be shared via Facebook or Twitter. For now the Pinterest club is exclusive to those who are invited. You can sign up for invites via the website or ask a friend to send you an invite.


Pinterest is not just a place to share images—it can be a useful organization tool. For example, brides-to-be can replace wedding planner binders with a Pinterest account, organizing gifts, dresses and styles. Those redecorating their homes can create a Board for each room and pin decorating ideas to share with their family or roommates. Cooks can keep an online recipe “book” and artists can keep a Board of inspiring images. Crafty individuals and shoppers can bookmark tutorials and products they like. Foodies can collect their favorite food, restaurants and places to travel.

How can marketers benefit from Pinterest?

  • Word of mouth: Pinterest is a great referral tool, in some cases better than Facebook, according to Shannon King, GM of digital for Real Simple magazine, who saw more traffic to their site from Pinterest in October. Promoting yourself is frowned upon on Pinterest, but you can make it very easy for people to share your images on their boards by creating a “pin it” button for your site.
  • Build a community through engagement and research. To avoid simply promoting yourself, think creatively when making boards on Pinterest. Hotels and retailers can create a suggestion board for guests to pin renovation and product ideas. It’s a fun, collaborative way to get customers involved and conduct research on what they’re interested in.

How do you plan to use Pinterest in your marketing efforts? Feel free to make suggestions in the comments below!

Categories: B2B & B2C,Blog,Photo & Video,Social Media,Social Media Marketing,Twitter — Tags: , , , , , , ;
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