Freaky Fast Hits Twitter

In 1983 Jimmy John Liautaud at the age of 19 created Jimmy John’s. He started by renting out one location and just buying the necessities to start the company. Now there are over 2,000 stores. But always from the beginning the goal was to be fast. Even today Jimmy Johns is “freaky fast,” but what does that mean when it comes to their Twitter customer service?

jj 1

Jimmy Johns’ Twitter is full of tweets from their customers. Out of the last ten service requests, Jimmy Johns responded with 100% response rate. They usually responded between 2-8 minutes if it is between the times of 7:45am-5:15pm. Once 7:45 comes the next day they will respond to everyone who had tweeted at them during the off times. Each response is a little different, sometimes they will call people by name and sometimes they will not. Each tweet is a standalone request, responding directly to the person that tweeted at them.

jj 2

Jimmy John’s does a good job in the fact that they are asking its customers certain questions to be able to solve their problems. They ask the customers to DM the facts, even sometimes asking for the customer to DM them their phone number. The only thing is no one knows what Jimmy John’s is exactly doing after the customer DM’s them. The responses overall feel genuine. They even respond to people who do not tag them in their tweet and people who are happy with their service.

jj 3

For Jimmy John’s being a basic sandwich store they do a lot to make their customers happy on Twitter. They are seeing that their customers have a need, and they are doing their best to fill it in every aspect of the business.

Ritz-Carlton’s Maintainable Mobile Presence

The Ritz-Carlton is one of the top hospitality companies whose vision is to inspire life’s most meaningful journey. In the early 1900’s there were many hotels under the name Ritz-Carlton, but in 1940 only the Boston Ritz-Carlton was operating. In 1983 The Ritz-Carlton Hotel Company, LLC was formed and grew from there. The Ritz-Carlton has 100 years of history, but that does not mean they do not have a great presence on social mobile profiles today. The Ritz-Carlton has a main Facebook and Twitter for their company as a whole. It is then broken down to the different locations of the hotel.
31

When looking at the main Facebook mobile page, they state their name, that they are a travel/leisure company, they have their main logo of the lion as their profile picture, and their cover photo is a picture of one of their locations. They utilize every aspect of the small screen they are given on the mobile device. They let people know exactly who they are. When looking at their Twitter on a mobile device they have their name in the main area and on the twitter picture with the lion logo, and a body explanation, “The official twitter stream of The Ritz-Carlton Hotel Company, L.C.C. Tweeting for global travelers, collectors of #RCMemories and lovers of #luxury.” This explanation is perfect. They tell who they are and how they use Twitter for their company. The mobile layout also has a picture of a beach capturing their global travel target market. Ritz-Carlton also utilizes to the best of their ability the small space for Twitter on a mobile device.
Ritz-Carlton Facebook connected their audience to other Ritz-Carltons specific to a location, and to places where you can download their app.
45
Some of their Twitter posted links bring you to their News Room which is used as a blog to promote their brand.
6
Mainly Ritz-Carlton uses their twitter to tweet back at people. By doing this they are first-hand connecting to their customers and showing that they care about them.
2
I would say Ritz-Carlton is serving a mobile audience. Right away they let people know who they are without shoving it in their face. They have content to let people further engage in their brand, and they respond to people who tweet at them. Even though they are a large company they make it seem that every single person is important. By constantly updating their feed they are able to pay attention to the large number of their mobile audience. If I worked for Ritz-Carlton I would be proud of the work that is going into their Facebook and Twitter accounts.

Pinterest- Another Homerun for Hilton Worldwide

Hilton Worldwide is quickly growing and becoming more successful than ever. Since starting the first hotel in 1925 they have gained customers, workers, travelers, business people, and so much more. They have won awards and won over loyal customers. The last social media plan pitched to Hilton was to increase the number of Hilton HHonors app downloads in four months. The campaign with the help of Hiltons Facebook page to promote it was a huge success. The question now is where to go from here.

Screen Shot 2015-03-12 at 1.35.17 PM
The new Hilton campaign will encourage people to follow Hilton Worldwide on Pinterest. There will be a contest that will run for six months. We will use Facebook, and the Hilton app to encourage people to follow, like and repin the Hilton Worldwide Pinterest page. The Facebook page and app will explain the competition and encourage people to participate. At the end of the six months one lucky follower of Hilton WorldWide will win an all-expense paid trip to one of the luxurious places Hilton has to offer. The luxurious place will be the place where the picture on Pinterest got the most likes or repins. We want our brand awareness on Pinterest to triple, more people traveling to other Hilton locations, and with that increasing sales.
Hilton Worldwide’s Pinterest only has eight different boards. Compared to their competitors, who have close to the same number of rooms as Hilton, their Pinterest pages were a little different. Wyndham has 16 different boards and Marriott Hotels has 18 different boards. Hilton does have the most followers out of these three brands, but by adding more variety and stronger boards that people are interested in can really increase customer engagement. It is significant for Hilton to have the most followers, it is just necessary now to provide those followers something to engage with.

23
(picture of the two competitors Pinterest board)
Hilton has found out exactly who they like to target. http://research-methodology.net/hilton-hotels-segmentation/ Hiltons target market changes from location to location, from business people, young travelers, and so on. Hilton targets men and women middle to senior aged professionals with a higher income. These people have a sense of achievement, high status, and want to live a luxury life. With this new campaign using Pinterest, women ages 25-54 will be targeted. This is the best way to reach this audience because 81% of people age 25-54 use Pinterest, and are mostly women. http://60secondmarketer.com/blog/2012/02/21/pinterest-user-demographic-data-infographic/

4
The main goal of this campaign is to increase brand awareness, increase travel, and increase sales. Our target audience wants the luxury lifestyle, but maybe they just do not know how Hilton can give it to them. We want new and existing customers to join in the campaign. With Pinterest we will encourage people to follow Hilton’s page and like their favorite pictures. After six months we will be able to measure the most likes and re-tweets of pins, plus how many more followers. This will all be attainable by promoting the contest and keeping the Pinterest page growing each day. It is significant for Hilton to do this because social media is growing, and they need to grow with it.
There will be new boards added to Pinterest. There will be a board for every different area where they have hotels. This boards will consist of different pictures of places people would/should visit while in the area. Another board will consist of pictures old and new of guests in luxurious places around a Hilton Hotel. This board will serve to humanize Hilton’s Pinterest. Lastly, there will be a board for wedding and décor since those are the most looked at pins on Pinterest. Along with these pictures, links will be connected to the picture that will bring them to a Hilton Hotel that they could stay at while in the area. Additionally, many Hilton hotels have ballrooms and spaces to host weddings and receptions. Many pins will derive from visuals of weddings taking place on Hilton properties. This will help increase the people wanting to visit somewhere to actually stay in a Hilton Hotel. This boards will inspire people to keep using the Hilton Worldwide Pinterest page even after the contest is over.
6
During the campaign we will need to hire or promote people to take picture and post pictures to the Pinterest page. We will need the tools to take the pictures, and find old pictures. At the end of the campaign we will have to have the money to send the winner to go on the tip.
This campaign will be measured by Hilton’s own industry by collecting the data we need ourselves. We will start by seeing current followers on Pinterest, customers and sales. At the end of the 6 months we will collect the same data and see how it compares. We would like each aspect of the data we collected to increase. The most important increase should be the number of followers that have increased over the six months. If we are able to capture Pinterest users we can constantly keep trying to advertise with them. At the end of the six months if Hilton Worldwide has grown in brand awareness, increased travel, and increased sales then the campaign will be considered a successful.