Blab is the brainchild of Michael Birch, founder of the Social Networking site Bebo. A predecessor to Facebook and Google+, Bebo had significant success in the era of MySpace but floundered and failed after Facebook and Twitter began to rise to prominence. Michael Birch sold Bebo for hundreds of millions of dollars before it’s decline. He has now bought back into the business to totally revamp it with Blab.
In 2015 it’s essential for a business of any size to have a Social Media Policy. Even if your business doesn’t use social media (but it certainly should!) then your employees will. You might consider banning Social media altogther during business hours, but this isn’t an effective solution. For one, employees with access to Social Media have been shown to be more productive. But more important than that, Social Media used outside of company hours and grounds can still be hugely damaging.
Your customers are reading and writing online reviews, but how do customers use online reviews? It’s not always as straightforward as it seems—people employ a range of tactics for decoding what online reviews mean, and you need to be prepared for all of them. Understanding what customers look for when they search reviews will help you manage and improve your online reputation.
Anyone who has ever been in business will know that things don’t always go according to plan. Sometimes things just go wrong and sometimes somebody on the team fails to act in the way that you would hope or expect. Hospitality businesses can be particularly exposed as they involve significant numbers of staff who are not always highly paid dealing directly with your customers.
Years ago disputes with customers would be settled with letters and phone calls and the worst you might have to worry about would be a strongly worded letter to the local paper. But social media and on-line review sites like Tripadvisor have changed all that. A seriously disgruntled customer is likely to take their issue straight to the pages of Facebook or Twitter rather than asking to speak to the manager. What do you do then?
Social Media Events Unfold Quickly
This was the issue facing a hotel restaurant in Inverness this week. The situation arose when a family turned up for lunch and wanted to order fish fingers from the children’s menu for an uncle with Down’s syndrome. The hotel staff apparently refused and the family left feeling highly disgruntled about how they were treated. Continue reading →