1. WWW.STRATEGICSOCIALCONSULTING.COM Jay Campbell 1-800-280-2529 x707 Jay@StrategicSocialConsulting.com

2. WWW.STRATEGICSOCIALCONSULTING.COM Jay Campbell Chief Social Media Strategist Strategic Social Consulting 1-800-280-2529 x707 Jay@StrategicSocialConsulting.com Marketing your Travel Program using Social Media in a Non- Mandated Environment

3. About Jay Campbell Strategic Consultant on Social Media Clients include 5 th largest CPA firm in the country National Speaker on Social Media Former Employers Include: Walt Disney World British Airways WWW.STRATEGICSOCIALCONSULTING.COM

4. Agenda A few facts about social media Social Media Strategy Facebook Twitter Video Using Social Media to Improve Customer Service Online Travel & Review Sites Tools You Can Use Topics You Should Post About Takeaways WWW.STRATEGICSOCIALCONSULTING.COM

5. Social Media is a Communication Tool WWW.STRATEGICSOCIALCONSULTING.COM

6. NOT A Marketing Tool WWW.STRATEGICSOCIALCONSULTING.COM

7. Gartner Says Social-Networking Services to Replace E-Mail as the Primary Vehicle for Interpersonal Communications for 20 Percent of Business Users by 2014 WWW.STRATEGICSOCIALCONSULTING.COM

9. Building The Case WWW.STRATEGICSOCIALCONSULTING.COM

10. Social Media Strategy WWW.STRATEGICSOCIALCONSULTING.COM

11. Questions to ask before creating your social media strategy: 1)What are your departments goals? 2)How much bandwidth do we have? 3)Who will supply the content? WWW.STRATEGICSOCIALCONSULTING.COM

12. Questions to ask before creating your social media strategy: 1)Why are your colleagues not using the travel department? 2)Out of the people who have used your services how many come back vs. going else where. 3)Survey current and past customers on their perspective. WWW.STRATEGICSOCIALCONSULTING.COM

13. 1) Create three surveys: a) Past clients b) Current clients c) Those who always book through an outside source 2) SurveyMonkey prices start at just $17 per month WWW.STRATEGICSOCIALCONSULTING.COM

16. Building The Case Education WWW.STRATEGICSOCIALCONSULTING.COM

17. Building The Case Dawnmarie Souza, a worker for American Medical Response of Connecticut, ripped her boss on her Facebook status. She used an internal code for a psychiatric patient, along with a number of expletives. In response, Souza was fired. Last October the National Labor Relations Board got involved and filed a lawsuit on the woman's behalf, arguing for her first amendment rights. The case was settled out of court. Social media policies under scrutiny after lawsuit settled WWW.STRATEGICSOCIALCONSULTING.COM

18. Building The Case The IRS as well as the FBI and other government agencies have been using social media sites like Facebook to collect information for investigations. WWW.STRATEGICSOCIALCONSULTING.COM

19. Building The Case

20. LinkedIn WWW.STRATEGICSOCIALCONSULTING.COM

21. LinkedIn WWW.STRATEGICSOCIALCONSULTING.COM

22. LinkedIn

23. WWW.STRATEGICSOCIALCONSULTING.COM LinkedIn

24. WWW.STRATEGICSOCIALCONSULTING.COM LinkedIn

25. WWW.STRATEGICSOCIALCONSULTING.COM LinkedIn

26. Wisconsin Business Travel Association LinkedIn WBTA Company Page http://goo.gl/qOgDj WWW.STRATEGICSOCIALCONSULTING.COM

27. Wisconsin Business Travel Association LinkedIn WBTA Groups Page http://goo.gl/eKFht WWW.STRATEGICSOCIALCONSULTING.COM

28. LinkedIn

29. WWW.STRATEGICSOCIALCONSULTING.COM LinkedIn

30. WWW.STRATEGICSOCIALCONSULTING.COM LinkedIn

31. WWW.STRATEGICSOCIALCONSULTING.COM LinkedIn

32. Facebook WWW.STRATEGICSOCIALCONSULTING.COM

33. Wisconsin Business Travel Association Facebook http://goo.gl/WyI4Q WWW.STRATEGICSOCIALCONSULTING.COM

34. Facebook 67% of B2C companies and 41% of B2B companies have acquired a customer from Facebook. WWW.STRATEGICSOCIALCONSULTING.COM

35. Facebook

36. WWW.STRATEGICSOCIALCONSULTING.COM Facebook

37. How Can I Get So Many Likes? WWW.STRATEGICSOCIALCONSULTING.COM

40. Twitter WWW.STRATEGICSOCIALCONSULTING.COM

41. Twitter WWW.STRATEGICSOCIALCONSULTING.COM

42. Twitter

43. WWW.STRATEGICSOCIALCONSULTING.COM Twitter

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45. Twitter

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48. Video WWW.STRATEGICSOCIALCONSULTING.COM

49. Video Video is a great way to add value to your service Google+ allows you to not only broadcast but create a live dialog Google+ video can be streamed and stored on YouTube. WWW.STRATEGICSOCIALCONSULTING.COM

50. YouTube is the 2 nd most popular B2B website Typically videos should run for under 2 minutes Create Playlists to organize your video’s WWW.STRATEGICSOCIALCONSULTING.COM Video

51. WWW.STRATEGICSOCIALCONSULTING.COM Video

52. WWW.STRATEGICSOCIALCONSULTING.COM Video

53. WWW.STRATEGICSOCIALCONSULTING.COM Video

54. Using Social Media to Improve Customer Service WWW.STRATEGICSOCIALCONSULTING.COM

55. 1)How do your clients find out about canceled flights? 2)Is there anyone they can call? 3)How would your client react to being stranded? WWW.STRATEGICSOCIALCONSULTING.COM

56. Does this happen with your agency? What if your client was in another country is there someone they can call for help? WWW.STRATEGICSOCIALCONSULTING.COM

57. How is your customer service? Do you have an escalation path? How long does it take your university to resolve an issue? WWW.STRATEGICSOCIALCONSULTING.COM

62. Online Travel & Review Sites WWW.STRATEGICSOCIALCONSULTING.COM

63. Online Travel & Review Sites WWW.STRATEGICSOCIALCONSULTING.COM

64. Online Travel & Review Sites

65. WWW.STRATEGICSOCIALCONSULTING.COM Online Travel & Review Sites

66. WWW.STRATEGICSOCIALCONSULTING.COM Online Travel & Review Sites

67. Tools You Can Use WWW.STRATEGICSOCIALCONSULTING.COM

68. Live Chat Increase customer loyalty Increase your customer support Ability to capture clients and prospects Two of the products out there: http://www.livechatinc. com/ http://www.livechatinc. com/ http://www.liveperson. com/ http://www.liveperson. com/ WWW.STRATEGICSOCIALCONSULTING.COM Tools You Can Use

69. WWW.STRATEGICSOCIALCONSULTING.COM Tools You Can Use

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71. 1.Post to multiple social media accounts at once. 2.Set a time and date for your post to go live 3.Enable a plug-in for your browser to post news articles you may read directly to your social media account. http://hootsuite.com/ WWW.STRATEGICSOCIALCONSULTING.COM

72. Utilize Facebook tabs Pagemondo.com lets you create a website looking Facebook tab The image to the left is from Pagemondo WWW.STRATEGICSOCIALCONSULTING.COM

73. Microsoft Outlook Plugin WWW.STRATEGICSOCIALCONSULTING.COM

74. Ability to send out daily or weekly Add content from anywhere on the web Include your blog articles or Twitter postings http://paper.li/ WWW.STRATEGICSOCIALCONSULTING.COM

75. Topics You Should Post About WWW.STRATEGICSOCIALCONSULTING.COM

76. Twitter Accounts To Follow National Weather Service @usNWSgov Travel - State Dept @TravelGov CDC Emergency @CDCemergency WWW.STRATEGICSOCIALCONSULTING.COM

79. Number of days for reimbursement when staff go through your office vs. another method. The amount or percent of money not reimbursed because the customer did not follow the policy. Promote how someone can contact you if they need help. How long does it take your office to resolve an issue? Use social media to help you achieve a goal Announce your goal and create a quarterly public report showing how close you are to your goal. WWW.STRATEGICSOCIALCONSULTING.COM

80. Takeaways Understand your 6 – 12 month company goals Work with existing social media channels first, don’t reinvent the wheel, yet Each post should add value Social media is about communicating not marketing WWW.STRATEGICSOCIALCONSULTING.COM