Social media has revolutionized the way companies communicate and interact...Read More
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Sulser says SDCH’s ultimate goal with social media is to generate excitement, support and brand recognition. Consumers are becoming savvy through social media as interest in the culture behind products or services grows. Consumers seem to understand now more than ever that the characteristics of a company tend to define the consumer’s experience. Social media enhances the opportunity to inspire loyal, life-long customers by enhancing opportunities for buy in and engagement.
“Social media can be such a powerful business tool and gives an organization one more way to be open with their customers,” says Sulser. “We look forward to conducting quick polls and conversations with our followers to see what they want to hear from SDCH and to increasing our strong base of supporters through social media.”
Bank of American Fork
“We’ve always believed in one-on-one customer interactions and treating customers as more than a number. Social media just makes it easier for us to do that with customers who may not necessarily come into a branch or who want to be engaged outside of normal banking hours. It allows our company to provide our signature brand of small-town service to customers in a non-traditional, but still personable way,” says Christopher Liechty, VP of communications for Bank of American Fork.
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The Grand America Hotels & Resorts
As one of Utah’s most distinguished hotels, The Grand America Hotels & Resorts has long recognized that customers are king. The hotel has built its renowned reputation by offering first-class customer service without exception. Today, that customer-comes-first philosophy extends to the hotel’s online efforts.
“Social media enhances our ability to listen to our guests and communicate with them,” says Larisa Arbashevskaya, the hotel’s interactive marketer. “Social media is a priority because it strengthens our ability to provide peak guest experiences, exceed guest expectations and continually build upon a higher level of customer service.”
The hotel launched its social media strategy in 2009 and is now found on Facebook, Twitter, Pinterest, Yelp, Google+ and LinkedIn. Arbashevskaya says these social media platforms help the hotel discover what its customers want and expect.
“Personalized customer service has always been our company standard and we greatly value these new free and innovative social media platforms which enable us to connect with our customers,” Arbashevskaya says. “With the emergence of social media, providing prompt and excellent customer service and exceeding guest expectations has never been easier.”
Arbashevskaya has found that social media allows a company to hear directly from its patrons and then put their feedback to work. “Customers need to be able to give feedback and raise concerns through channels that are easily accessible for them. Social media is a great medium for two-way communication with our customers…The most valuable lesson we have learned is that social media needs to always remain a priority.”
Workers Compensation Fund
Greg Summerhays of Workers Compensation Fund says social media allows the safety-committed company to strengthen its services. “One of WCF’s main philosophies is that we value customer feedback good or bad,” he says. “We want to know how people feel about the work we are doing and what we can do to improve our services. By building relationships and creating a method for us to engage and interact with the public through social media, we are becoming a better organization.”