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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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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Social Media and Mobile Strategies – Tweets, Takeaways, Data Points

My favourite Social Media and Mobile Strategies for Travel 2014 tweets, takeaways, & data points via Storify.

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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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Interview – Greater Toronto Area Contact Centre Association Conference

GTACC video interview about Social Media, customer service, marketing, mitigating risk, social data.

Here is a video clip from an interview I did at the Greater Toronto Area Contact Centre Association conference. We discuss Social Media’s impact on customer service and care, marketing initiatives, mitigating risk, and the potential of social data.

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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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Let’s Treat Everyone Like They Have An 80 Klout Score

A frank discussion on influence and who’s influential. Oh, and Klout too.

Can we have a conversation, just between us? I think it’s time we talk about that ‘elephant in the room’. You know, how big is yours versus how big mine is and how much action you got last night because of it. That’s right, Klout.

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Creepy (Cool) Vendor Creeping Me On LinkedIn

And there you have it; a transparent and open conversation between vendor and perspective client.

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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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EyeforTravel’s Travel Distribution Summit Asia 2013

Here’s the wrap up video from EyeForTravel’s Travel Distribution Summit Asia I spoke at in Singapore, May 2013. I presented on how to manage and build out a Social Media strategy inside a large organization.

This conference was fantastic as I had many conversations and sat in on many sessions that dealt with the challenges unique to the Asia market. The keynotes were fantastic; Shashank Nigam from Simpliflying was his usual entertaining and enlightening self and the panel which included Twitter, Facebook, Google, and LinkedIn was full of great insights.

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