Social media plays an ever-changing role for marketers. The strategy’s strength is in the ability to humanize your brand by engaging with the consumer. And engagement leads to conversions. How to stay current as social media changes is a key discussion point at Portada Council System meetings. Learn how Portada Council System’s leading brand marketers offer solutions to keep ahead of social media’s evolving role.
- SMS or messaging apps are on the rise with 41% of travel marketers planning on implementing this in the near future. (Sojern)
- Three out of five travel companies are using chat for customer service with 28% actively using or experimenting with AI technology. (Phocuswright)
- The majority of marketers (77%) are using one or more social media platforms but only 48% have a positive ROI from these strategies. (Impact)
Three Social Media Challenges for Portada Council System Members
1. Managing Brand Reputation and Trust
Related comment: “Your customers don’t necessarily trust Influencers (since most know they are being paid). It is better to win them over organically.”
Social media make it easier to discredit a brand. Companies should try to turn these experiences into something positive.
2. Training Staff to Provide Consistent Customer Service
Related comment: “Right now, the front line staff is composed by people who are not prepared enough for the job.”
We have to make all messages coincide across roles in spite of the emphasis of each area.
3. Increased Complexity and Cost of Social Media Strategies
Related comment: “It is vital to understand the way each platform works.”
Even though the reach is there, it’s getting gradually more expensive.
If you are interested in joining the Portada Council System, our year-round knowledge sharing and networking platform, find out more here or contact us here if you are marketing services supplier and here if you are a brand marketer.
Four Social Media Opportunities Identified by Portada Council System Members
1. Don’t Forget About Traditional Marketing Channels
Globally, travel marketers see Facebook (30%) and Instagram (28%) as the most effective tools for targeting new audiences contrasted with only a 4% rate in connecting with loyalty members. (Sojern)
Related comment: “We are losing sight of traditional communication channels that are still alive and reaching a more traditional target.”
A recent eMarketer study shows a 122% median email marketing ROI, a number 4x higher than other digital marketing channels. (LYFE Marketing)
2. Humanize the Brand Voice and Keep it Consistent
Related comment: “Every role matters, and each one can influence the whole in a different way.”
Practical example: The CEO could humanize the message and community managers should have a “tone of voice” that coincides with the company’s values.
When the head of the company is an activist, this helps the brand’s reputation.
3. Give Staff the Skills to Handle All Types of Social Media Feedback
Related comment: “Strive for accuracy and timely answers when addressing customers’ comments on social media.”
Practical example: Provide appropriate training to the social media team so they know how to handle messages with different objectives: communicating, positioning, selling, etc.
Make sure the whole organization has the same culture and train staff to deal with social media’s evolving role.
4. Use AI to Boost Your Customer Service
Research from Salesforce shows an anticipated 143% increase in the use of AI for customer service teams over the next 18 months. (Salesforce)
Practical example: Using an algorithm that answers immediately on social media without the customer noticing it’s a chatbot. Instead of having hundreds of people answering, a company could hire less high-profile employees to do it right.
When the algorithm can’t solve an issue, there’s a seamless transition to a human specialist.
If you are interested in joining the Portada Council System, our year-round knowledge-sharing and networking platform, find out more here or contact us here if you are marketing services supplier and here if you are a brand marketer.