Wednesday, April 30, 2014

Hashy Hotel Index

By Blair Heckel

New Hashy Report! This is a snapshot of our hashtag analysis solution for market intelligence.  See what we found out with our Weekly Hotel Index from April 23-29.

Hashy provides you with an in-depth analysis to understand the conversations surrounding your industry, company, competition and trends via social media. Our dashboard helps you break it down to access market intelligence and take action.

Here's a brief description of what we found with our frequency analysis.

The top 10 words associated with the hashtags combined:

The words years, past, and worst, are a combination of tweets dealing with new years, years past, and worst times someone has stayed at a hotel.
Atlanta, is mentioned in a retweet about Yoga on the terrace at the Four Seasons Hotel.
The word Avenue is mentioned in a retweet about someone's worst hotel experience in the past 5 years at the Hyatt.
Onedirection and peru  are captured in the tweets about One Direction's Where We Are Tour (WWAT) in Peru.
Dubai is mentioned in 121 tweets in the past week in conversations surrounding luxury hotels, travel and wellness.
The last 2 terms, gala and Beverly, have to do with BrunoMars and Clive Davis 2011 Pre-Grammy Gala at the Beverly Hilton Hotel.

To gain more insight into the conversations surrounding your industry or to use our solution for a more in-depth analysis, contact us at experience@interstack.com for a demo of our solution.

To download a PDF of the report, click on the Download Hotels_HashyReport_2014-04-30.

For more information, visit http://slideshare.net/interstackhashy.



Monday, April 21, 2014

Regional Hotel Chain

By Blair Heckel

Hospitality Case Study

A regional chain with nine locations offers premier level hospitality and award-winning style in the heart of downtown on the West Coast. The boutique hotels provide luxury services and amenities. Management needed a more effective means of interacting with their customers, learning about customers’ needs and wants, with the goal to identify and quickly respond to trends and preferences. Additionally, there was a need to: 

1) Improve the customer feedback process
2) Improve customer retention and satisfaction
3) Become more effective with their same-visit specials and
promotions
4) Increase the number of customers joining their Loyalty Club and mailing list
5) Maximize sales of hotel services, (spa, tours,) and restaurant visits (appetizers,     drinks and desserts)

The Results

As a result of using SYE solutions, management has been able to:
1) 54% increase in the number of customers joining the existing Loyalty Program
2) Over 36% improvement in direct feedback and customer interaction
3) 95% of comments are now received during the same-visit, allowing for quick response to customer issues
4) Reduced over 59% yelp and trip-advisor reviews.
5) Saved over 20% on support costs.

The Share Your Experience Solution- What We Did

Share Your Experience (SYE) comprehensive solution, helped all locations to start capturing the data needed to analyze and help management understand their customers’ demands to focus on resolving their issues. Via strategically placed in-location displays, customers were encouraged to leave open text feedback using SYE digital comment cards, via their smartphone. This allows customers to express themselves and respond in their own words about their experience and comment on their wants and make recommendations. All responses are received instantly by management during the same visit.
Using the SYE instant digital coupon, visitors gained access to on-property coupons on promotions or sales on specialty items. SYE’s instant digital coupon can be saved on customer’s smartphone and redeemed on-site. Customers were able to join quickly and easily to be on the mailing list during their visit with the incentive of receiving an instant redeemable coupon for joining
Company management is now able to view customers’ feedback and social media about their location daily, via our Social Sentiment Dashboard. Interaction and feedback has greatly increased, the mailing list has grown and they have been able to quickly respond to comments, preferences and trends. The dashboard’s data analysis and reporting capabilities have provided information that will allow them to improve customer satisfaction and sales.

To deploy a free trial solution in your hotel to improve your customer service and sentiment, contact us at:

experience@interstack.com or +1 (206) 826 2216
www.sye.me - Customer Experience Management Solutions



Wednesday, April 16, 2014

What We All Really Want

By Blair Heckel and Justin Lakin

A recent article called, “What Unhappy Customers Want”, published by the MIT Sloan Management Review, caught our attention here at Interstack and we wanted to share some of our insights with you. What grabbed our attention most was the tagline, “Companies have tried for decades to improve customer complaint resolution- without notable success. A new approach is needed.”

As you all know, or for anyone who reads this blog, Interstack’s products and solutions are all about customer experience. Our solutions, which I will explain in a minute, teach management exactly what unhappy customers want. Here is a summary of our solutions (think of it like a flow chart) – actually, now I've got an idea to create a flow chart and publish it on here in the future!


Share Your Experience (SYE) is like the face of Interstack. It is at the forefront of all our products and actually has helped customers understand why we’ve created a line of products to establish what customers want by giving them instant feedback.


Via strategically placed in-location displays to increase interaction, customers are encouraged to leave detailed written feedback through their smartphone. All feedback is received instantly by management so any problems and issues can be resolved on the spot. Customers have the option to leave their contact information, in which case, they may be privy to an SYE instant digital coupon, which allows them access to promotional coupons and sales in addition to the option of joining the company’s loyalty program and mailing list.

Company management is able to monitor and analyze in real-time customer experience, as well as, review company reputation and customer sentiment across all social media platforms via the Loyal Channel social sentiment dashboard.




Loyal Channel is Interstack’s social sentiment dashboard that captures instant feedback from smartphone branded comment cards and surveys, as well as, aggregate feedback from social media. All of this real-time data may be downloaded into a spreadsheet for further analysis.

This solution helps management track, measure and gather key insights into their businesses, employees, competition, industry and current trends. We offer vocabulary and sentiment refinement, in order to assist customers in understanding the perception of all the verticals stated above as well as live conversations.

The dashboard also allows customers to set up email alerts and reports. Our clients may select the frequency and type of alerts or reports they wish to receive. Clients can also establish campaigns and rewards program. By creating campaigns or rewards programs, management can incentivize their customers to visit again or simply to engage in order to keep building and managing their reputation and brand.


Why use our tools?

Organizations compete for customers, donors, members, patients or sponsors. Understanding feedback and taking action is crucial for an organization’s long-term success. Our customers who use our solutions have seen an improvement in their customer’s experience, as well as, improvement in patient safety, an increase in sales on promotional items, a decrease of negative comments on online review sites, and an increase in customers signing up for loyalty programs and email alerts.

The benefits our solutions offer:

  • Increase brand equity through integration of smartphone, tablet and online cross promotion activity
  • Manage information and metrics to measure customer satisfaction and brand reputation
  • Increase email capture to further your outbound marketing reach
  • Easily integrate with your Services and Programs; we are a SaaS solution- no hardware or software to install
  • Promote operational success; quickly respond to operational inefficiencies


To deploy a free trial solution to improve your customer service and sentiment, contact us at:
experience@interstack.com or +1 (206) 826 2216





Tuesday, April 15, 2014

Increasing Diner Satisfaction

Restaurant Case Study

89% of consumers have stopped doing business with a
company after experiencing poor customer service.

From a 24 seat restaurant in 1974 to a collection of 35 locations, a leading national chain now employs more than 1,400 people, and serves over 400,000 customers each month. Management needed a more effective way to interact with their customers and learn about issues. They needed to grasp what their customers were looking for and wanted, with the goal to identify and quickly respond to trends and preferences.


1. Increase the number of same-visit specials and promotions
2. Improve the customer feedback process
3. Increase the number of customers joining their loyalty program and mailing list
4. Improve customer retention and customer satisfaction to increase visit frequency


The Results

1. Increased over 8% sales of appetizers, desserts, drinks and special promotions
2. 100% of comments are now received same day of visit allowing quick response to customer issues
3. 54% increase in customers joining the existing Loyalty Program
4. Key locations receive 83% more direct feedback compare to Yelp during the same time span, with over 35% increase in positive feedback


The Share Your Experience Solution- What We Did

The Share Your Experience (SYE) solution helped all locations to start capturing the data needed to analyze and help management understand and respond to customer needs. Via strategically placed in-store displays to increase interaction, diners were encouraged to leave detailed written feedback using the SYE digital comment card using their smartphone. All responses are received instantly by management during the restaurant visit so any problems and issues can be resolved.
Using the SYE instant digital coupon, diners gained access to in-store promotional coupons and sales on specialty items. The restaurant could require the diner to join the loyalty program or mailing list to receive the discount. Advertisements in newspapers and supplements provide the option to customers to either cut the coupon or to simply save them on their smartphone to be redeemed at any location.
Company management was able to monitor and analyze in real-time customer service in all restaurants as well as review company reputation and customer sentiment across social media platforms such as Twitter via the SYE Social Sentiment Dashboard.

To deploy a free trial solution in your restaurants to improve your customer service and sentiment, contact us at:

experience@interstack.com or +1 (206) 826 2216
www.sye.me - Customer Experience Management Solutions



Tuesday, April 8, 2014

Hashy Shoe Index

By Blair Heckel


This is a snapshot of our hashtag analysis solution for market intelligence. We are showcasing a weekly report of our shoe index. This weekly report showcases data from March 29, 2014 to April 4, 2014.


Here are some insights from this week’s report:




For instance, the terms personality, @MarroneEmma, @Nickcerioni, stunning, @guardianishoes and #EPCC all relate retweets about an Italian singer, Emma Marrone, who wore a pair of Alberto Guardiani shoes and was styled by Nick Cerioni to an event on Friday.



Another trend we found was the hashtags #bratrabbit, #highheelshoes and #glamshoetique. These hashtags represent an Instagram account of a woman who posts pictures of high-heeled stilettos and pumps.



Again, we find the same retweets as last week about the retailer Boots, who carries products from Proctor and Gamble, such as Head and Shoulders, and supports plans on converting rainforests in Indonesia to farmlands to harvest palm oil in order to manufacture these products. The associated words we found were @GreenPeaceUk, @headshouldersuk, @proctorgamble, #protectparadise, #oil and #boots. The online protest is gaining a large following, all retweeting with the hashtag #protectparadise.




While we find unrelated terms and trends in this shoe index frequenting these corresponding hashtags, we are constantly working to give a clean report relating solely to your industry.

To gain more insight into the conversations surrounding your industry or to use our solution for a more in-depth analysis, contact us at experience@interstack.com for a demo of our solution.


For more information, visit http://slideshare.net/interstackhashy




Hashy Supermarket Index



This is a snapshot of our hashtag analysis solution for market intelligence. We are showcasing a weekly report of our supermarket index. This weekly report showcases data from March 29, 2014 to April 4, 2014.

Here are some insights as to what we can learn from this report.


The first page displays the hashtags tracked with their frequency, along with the number of tweets and users found.




The sentiment analysis and global percentage per term showcase the sentiment of the tweets found with these hashtags as either positive, neutral or negative.









When we see the top 10 or top 50 frequent words displayed, they are not necessarily correlating hashtags. They can be hashtags, terms and twitter handles.

For example, Walmart has a new fleet of supply trucks using cutting edge technology and design which drew comparisons on Twitter to resembling Transformers, the popular children’s toy. Another association with Walmart is the word dividend.  Walmart’s dividend drops from $7 to $2 and calls recent Food Stamp cuts a risk due to changes in SNAP and other public assistance programs.

Unfortunately, some hashtags can be misconstrued for something other than supermarkets.
The terms science, 1400, #Melissaandjoey, #multitasking, #sweat, #tattoos, #Walmart and #recallalert all have to do with a YouTube video using Twitter as free advertisement by embedding #Walmart into their tweets as a way to garner views.  
  
While we find unrelated terms and trends in this supermarket index frequenting these corresponding hashtags, we are constantly working to give a clean report relating solely to your industry.




To gain more insight into the conversations surrounding your industry or to use our solution for a more in-depth analysis, contact us at experience@interstack.com for a demo of our solution.

For more information, visit http://slideshare.net/interstackhashy





Thursday, April 3, 2014

Hashy Shoe Index

This is a snapshot of our hashtag analysis solution for market intelligence. We are showcasing a weekly report of our shoe index. This weekly report showcases data from March 26, 2014 to April 1, 2014. 

Here are some insights as to what we can learn from this report.


The first page displays the hashtags tracked with their frequency, along with the number of tweets and users found. 




The sentiment analysis and global percentage per term showcase the sentiment of the tweets found with these hashtags as either positive, neutral or negative.














When we see the top 10 or top 50 frequent words displayed, they are not necessary correlating hashtags. They can be hashtags, terms and twitter handles.

The terms hotnewgotpicfun, etc. relate to people purchasing new shoes. They could be any shoes relating to the hashtags we are tracking.

Unfortunately, some hashtags can be misconstrued for something other than shoes.
Let’s look at the terms #8 protectparadise, #9 oil, #21 greenpeaceUK, #42 rainforest and #43 rainforests and the hashtag #boots.

We have learned through our solution that this has nothing to do with the shoe, but rather a retailer called Boots, along with others, who has been accused via Twitter of supporting deforestation in the rainforest to create farmland to harvest vegetable oil and palm oil for cooking.

While we find unrelated terms and trends in this shoe index frequenting these corresponding hashtags, we are constantly working to give a clean report relating solely to your industry.




To gain more insight into the conversations surrounding your industry or to use our solution for a more in-depth analysis, contact us at experience@interstack.com for a demo of our solution. 

For more information, visit http://slideshare.net/interstackhashy





Wednesday, April 2, 2014

Why Color Matters in your Marketing Strategy

Do you ever wonder why babies’ rooms are light shades of yellow or blue or why a lot of schools and hospitals are painted green? Colors affect our minds and energy more than you think. Companies are strategic when implementing color design for branding and will spend thousands of dollars for someone to tell them what color should represent their company. Without text, you can infer as to the meaning of a color. For example: we know that red means *Stop* and green means *Go* in traffic. We associate green with ecosystems and healthy living. When we see orange and black together we think about Halloween and red with green for Christmas. It’s not much different when it comes to marketing strategies for a company’s logo.

To demonstrate the impact of color we’ll go in the order of ROY G. BIV- respected colorologist: 

·       Red is bright, bold and powerful. It’s exciting and youthful, but straight to the point. Think Target, Coca-Cola, and Macy’s.

·       Orange is all about being energetic fun. It emulates friendliness, cheerfulness and confidence. Brands that incorporate orange into their marketing strategy are Bounce, Nickelodeon, Firefox and Harley-Davidson.

·       Yellow is used for giving off optimistic energies. It is sunny, warm, and demonstrates clarity. Some companies whose logos incorporate yellow are Subway, McDonalds, BestBuy and IKEA.

·       Green, the color most often associated with healthy living and the environment, is used to market a peaceful and healthy brand. Companies who use green in their strategy are Animal Planet, Starbucks, John Deere and Android.

·       Blue, the color most often used by non-hospitality businesses. It means loyal, trustworthy and strong. Companies like Lowe’s, Dell, HP, AT&T, IBM and Walmart use Blue in their logo.

·       Purple, like pink, is a fun bright color that stimulates creativity and imagination. However, it can have blue tones, which indicates a wise emotion. Companies that utilize purple in their marketing strategy are most notably Yahoo!, Big Brothers Big Sisters, Hallmark and Monster.

·       Grey, black, and white are neutral colors. They represent balance and calmness. The black Nike swoosh is maybe the most notable logo in history. You hear the words “just do it” when you see it. These colors also make people think of luxury- such as car brands like Honda or BMW. The same goes with apple products. That silver apple has a neutral and clean look to it.

Here is an even more detailed graph of how these colors represent the most notable brands of every industry.



You may think that this is a strong case for just the psychology of colors. I mean it’s just colors we’re talking about, right? Wrong.

Let me make a case. Who is the market for monster truck shows? What do these monster trucks look like? Well, I’ll tell you, they aren’t pink and covered in glitter. The market for monster trucks would never watch burly men run each other down in pink with Hello Kitty’s logo, just as much as little girls wouldn’t buy a Barbie if it came in packaging with black and orange flames.  Yet, while color doesn’t indicate our experiences with these products, we are conditioned to believe they have meaning from the time we are little, starting with gender preferences. Even I admit, I wanted the Tonka Toys tool kit as a child, but they were red, blue and black indicating that they marketed for boys.  



According to a study called, “The Impact of Color Marketing”, researchers found that up to 90% of snap judgments about products are based solely on the color of the product. This also falls into what we consider to be appropriate for the product as well. Each response varies by individual; however, companies make general assumptions about their target market. One example is Healthy Choice. Their frozen foods come in white and green boxes, because as we already established, green equals health. Another example is Target. Their logo is a BRIGHT RED target! How much simpler can you get your message across?

 While there is no right or wrong choice of color for your company, it is definitely worth researching purchasing patterns and making an educated decision based on the psychology of color. After all, you are one snap judgment away from your brand’s personality to fall into the wrong category.