Comments on: Social media attacks!

By: ICC World Cup 2011

ICC World Cup 2011 — Tue, 22 Feb 2011 06:26:47 +0000

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By: Biggest Social Media Mistakes – and the Multi-Billion Dollar Companies that Make Them | The Stairwell

Fri, 26 Feb 2010 16:49:05 +0000

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By: Graham Robertson

Graham Robertson — Sat, 20 Feb 2010 23:57:35 +0000

Hi Heather, I see your point, but please read this post from Tnooz: http://www.tnooz.com/2010/02/18/news/expedia-sa...
. Someone made a smiliar comment to this on my site and I gave this response:
"Having managed global overbooking for a wholesaler before, I can tell you this is number one when it comes to a worst case scenario. As you pointed out, Expedia is responsible for their own bookings and I totally agree. In this case, however, they had no knowledge until check in on one of the busiest days of the year. It could be argued that the frontline staff that took the call either had bad/no business acumen or creativity to find a solution, meaning that multiple supervisors and managers had to get involved but when you really break it down, the entire ordeal lasted 2 hours. I won’t say this is good, not by a long shot, but considering the situation I do think they did their best. Again, as you pointed out, I am assuming this was an overbooking but it does look this way from the info provided."

If they had been my staff, I would have had them upgrade to a room available at our cost and have the hotel compensate afterwards.

By: Claudia Guzman

Claudia Guzman — Thu, 18 Feb 2010 15:00:48 +0000

Quite an interesting post which brings me a thought that social media has indeed become phenomenal, highly influential, and highly utilized. Thanks for this great article.

By: Heather Turner

Heather Turner — Thu, 18 Feb 2010 08:24:25 +0000

Regardless of the “Without fully understanding the intricacies of hotel allotment and distribution” Expedia did not handle itself well and as someone that does understand the above, if this had happened to me, I would have had a meltdown too.

In terms of hotels outdated systems, its easy to pawn the blame off on them, but if one can come up with the thousands of dollars many of them need to upgrade their systems to where the lofty Expedia can communicate with them “easily” then you'd be the hero of thousands, not to mention how about those hotels that do have upgraded systems and the customers that have still had problems with their bookings and have booked through Expedia? Go ahead and blame the hoteliers for this instead of having Expedia straighten out their system.

By: JEBworks

JEBworks — Wed, 17 Feb 2010 12:08:02 +0000

More clear proof that companies do not control their brands, customers do. While these two examples might be exceptions as far as getting attention is concerned, they are an indicator of what is going on permanently today. Another manifestation is the famous TripAdvisor list of worst hotels based on customer comments. It all shows that there is no alternative to actively monitoring the conversation about your brand and then quickly react to it without the right mindset and then the tools this is impossible. Southwest is a great example of how this is done well. Others should learn from them and follow their example. Sitting on the fence and complaining about unfairness is not an option.

By: Claudia Guzman

Claudia Guzman — Tue, 16 Feb 2010 16:57:58 +0000

Great article! In addition to this, Social media can be said to have three components; 1.Concept (art, information, or meme). 2. Media (physical, electronic, or verbal). 3. Social interface (intimate direct, community engagement, social viral, electronic broadcast or syndication, or other physical media such as print).