Social Business Sandy

BIZTECHBUZZ in the world of social, cognitive, IoT and startups

Category: exceptional client service

Talking Social Business with Airlines in Prague with a new Social Study for Airlines

 The GLOBAL AIrline Summit. 

On September 9, I’ll be talking with senior airline executives from around the world at the IBM Airline Summit in Prague, Czech Republic. The theme of the summit is “Smarter travelers expect smarter airlines: Delivering an exceptional customer experience while optimizing operations.”

Today’s travelers really do expect more from airlines than ever before. Yes, we expect smooth operations, a pleasant flight and good value.

But more and more we expect personalized customer service while we are shopping for a trip and during each step of the journey, delivered consistently through all the devices we use.

The NEW Socially Connected Airlines. 

Today, meeting those expectations depends on using the latest social business tools to help the airline workforce keep the planes on schedule and to create exceptional customer experiences.

I recently read a related article in Business Travel News that might interest you by Paul Campion, an IBM colleague in the UK.

The SUMMIT.  A Breakthrough Event!

 At the summit, airline executives will share their own experiences and hear speakers from other airlines, industry analysts, a leading international airport, Coca-Cola marketing, Netflix, and from IBM. 

We’ll be launching some exciting new social business research sponsored by IBM with PhoCusWright – “Social media in travel: mayhem, myths, mobile and money.” The study will provide clear quantitative insights around what travel companies need to manage, mobilize, and monetize their social strategy.

Of course, the Summit won’t be all work and no play. I hear that we’ll take a tram ride and walking tour through Prague’s beautiful old town. Then we’ll share a meal in one of the city’s great restaurants. I’m looking forward to it. Watch this space for my blog post after the event.

Sogeti is a Social Business!

Happy Monday!  I hope you all had a great Father’s day!

Here’s Sogeti telling their Social Business story!

3 Cool Social Products!

I discovered these interesting products on social.

I’d love ones that you’ve seen!

  1. Higi –It like a Klout score that combines your  eating and activity habits, all the while ranking your score, scoring pictures of food for calories and protein , etc.   They have ‘stations’ set up in drugstores so that you can weigh in, test your blood pressure, etc while combining your “community”  or friends into your overall score.  VERY cool!
  2. Virtual Receptionist / Concierge  — So you are a smaller or medium company and you cannot afford an assistant, see this video that allows you to have a virtual and smart assistant.   Very furturist — I just landed at an airport and I was directed by an virtual concierge!
  3. Cuelight Pool Table – Yes, gaming!  Cuelight allows you to transform any pool table into a digitally-enhanced video experience. High-definition imagery responds in real-time to every shot. User-selectable themes yield infinite possibilities.   It is real and is already in the Paradise Tower Penthouse, Hard Rock Hotel & CasinoTM, Las Vegas and the Esquire SoHo apartment.  Check it out!

Social Tip of the Week! Turn off Retweets!

Do you follow somebody on twitter who publishes great content but also tends to retweet anything (like anyone who thanks them), thus making it really hard for you to spot the interesting pieces in the mass of tweets? Than try this useful function: To turn off a person’s retweets, go on their profile, click on the little person icon next to the following button and select “Turn off retweets”. One exception: This only works for retweets sent by using the retweet button, not for those with RT at the beginning of the tweet.

What are the benefits of becoming a social business?

In most of the visits I do with companies on social, the big question I get asked is what is the benefit of becoming a social business? 

Here are a few great benefits that I see:

  • Stronger employee engagement.   Stronger employee engagement leads to great client engagement.  In a social business, employees are smarter, more loyal, and engaged because their organization uses social networks, collaboration systems and shared messaging services. 
  • Great talent in and around!  A “social” approach enables employees around the world to tap into each other’s expertise and connections. Companies can attract top talent and give employees the social tools they need to work together. Executives can layer analytics on top of social technologies to make sure their companies have the right skills and expertise to meet market demands.
  • Exceptional client service.  A social business is also one where customer service is exceptional because the company reaches out to customers through social networks, Twitter and blogs in innovative ways and acts on the insights it pulls together about consumers.   That way, customer service teams have the insights and the analytics they need to predict and resolve problems before they happen.
  • Personalized.   Value in a Social Business is created not for ‘market segments’ or demographics but for individuals.  Companies can dish up more targeted offers to customers and respond more quickly to their problems. R&D can gain new sources of inspirations and insight from customers and employees so that the products customers want are the ones that get to market … customized to their particular need, even made to order!

What are your thoughts on the value you see in Social?