Posts Taged strategy

1to1 Media Customer Champion Award

1to1 Media 2014 Customer Champions – honoured to be included.

So incredibly honoured to be selected as one of 1to1 Media’s 2014 Customer Champions. When you look at the amazing people and global companies represented in this category it humbles me and makes me so proud what our team at Flight Centre Travel Group are achieving.

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Whitepaper From CM1 2014 Toronto

CM1TO Community Management Conference whitepaper.

CM1 and @Dx3 put together a very detailed whitepaper from the CM1 Toronto 2014. Fantastic learnings around community and community management. They’ve broken it down by speaker.

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Hootsuite Connect in San Francisco – Video

I sat down with Hootsuite at CvHSF to discuss Flight Centre, Social Media, and Customer Service.

I had the pleasure of joining Hootsuite at their inaugural Connect event in San Francisco  a few months back and we sat down to talk Flight Centre Travel Group’s Social Media and social customer service strategy.

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CM1 2014 – Storify Summary and Presentations

So many community learnings – Sheldon Levine’s Storify & CM1 TO 2014 presentations on CM1.

If you’re looking for a fantastic summary of all the tweets and community management content from CM1 check out Sheldon Levine’s storify.

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Collection Of CM1 Toronto 2014 Recaps

CM1 TO recaps via Boost Agents, FITC, Lauren Marinigh, Jason Cassidy.

I’ve linked out to a few great recaps from CM1 2014 in Toronto;

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The Evolution of Customer Service with Hootsuite

I join Hootsuite and Forrester to discuss the evolution of Social Media & Customer Service.

Honoured to join Kate Leggett of Forrester Research and Jeanette Gibson of Hootsuite to discuss The Evolution of Customer Service. We discuss trends and the role of social customer service and leveraging Hootsuite across various departments within Flight Centre Travel Group.

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Dx3 Q&A – Case For Social Media

Q&A with Dx3 Canada before my keynote – Case for Social Media; KPIs, ROI, Social CMS, recruiting and risk mitigation

I was honoured when Dx3 asked me to keynote kick off the Social Media stream. I mean, it’s Dx3! We did a quick Q&A session in advance of ‘The Case For Social’ session. Here’s a quick excerpt.

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Social Media Across The Organization For The Win And Win = Data

There’s a much bigger prize if Social Media is across the organization and it’s not a unicorn, it’s data.

2013 has come to an end and I have a lot to be thankful for; loving and supportive family and friends around the world, an amazing team that knocked it out of the park (again), a FCTG Management Team who continue to support ‘those Twitter voodoo magic folk’, a few more pages of stamps in my passport (along with the great memories), and the opportunity to speak at more great conferences around the world.

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Travel Market Report Interview – Wild West Of Social Media

The wild, wild west of Social Media – Andrew Hickey and I are interviewed in this Travel Market Report.

Here’s a great interview I did with Andrew Sheivachman of Travel Market Report. Little did I know that Andrew also interviewed the always insightful Andrew Hickey of G Adventures. In this article Andrew, Andrew (confusing, I know), and I discuss the topic of managing Social Media for large travel organizations and how travel agents can leverage Social Media to build their book of business.

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To Insource Or Outsource Your Social Media Technology? EyeForTravel Article

To insource or outsource your Social Media strategy? That is the question.

‘In the past, cutting costs would be a primary reason to implement a new technology or outsource a business process to a technology supplier. Very often, however, costs would spiral once the supplier came onboard. It was for this reason that FlightCentre decided to build its own content management system, rather than using a firm like WildFire to do it for them, Gregg Tilston, global social media leader at FlightCentre, told EyeforTravel…’

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