Entries by Kristine Gilbert

Social Listening vs. Social Monitoring: A Fly on the Wall Approach to Social Media

You monitor your hotel’s social accounts. Logging into Facebook, Twitter and Instagram faithfully to see what type of feedback visitors have posted on your pages.  But is it enough?  What are your fans (and critics) saying about you behind your back? When considering your social efforts – social monitoring and social listening are often used […]

So you want to Engage in Social Customer Service?

All that you have heard is true. If you want your brand to be involved in social media, you must get ready to handle the customer service interaction that goes along with it.  According to a Pew Research Center report, 65% of adults now use social networking sites and recent Forrester data found that 77% […]