Problem Resolution

We have all had bad customer service experiences; whether we were the client or the business owner it is never an issue we want to happen. However, dealing with problems head on and satisfying the customer is well worth the effort to train your staff to deal with them.

When a negative experience happens, fix it before check-out

·        Leisure guests are willing to pay a 20 percent premium for best in class issue resolution, while business travelers are willing to pay a 11 percent premium.

·        Of guests who shared their complaints with the hotel, seven out of 10 were not satisfied with the result.

·        Eight out of 10 leisure guests are influenced by well handled issue resolution when rebooking.

Experience creates a channel through brand ambassadors

·        Three out of five leisure guests are highly likely to rebook after a good experience.

·        95 percent of guests discuss noteworthy good and bad hotel experiences.

Meet business guests' needs, drive loyalty

·        Business guests rank personal experience as their top purchase driver.

·        A satisfied guest is loyal and will spread the word.

Issue resolution and room amenities are "aces" for leisure travelers

·        Over half of memorable leisure stay moments are experienced due to customized support, largely driven by attentive staff.

·        Leisure travelers not only say they want current room amenities, it's a feature they're willing to pay for

Taking the time to deal with an issue and create a satisfying resolution not only means a happy customer, but one that will help promote your business as well. Keep an eye out for more Kankakee County CVB blog articles and have a great holiday!

Easy Customer Tracking; 1 - 2 - 3

Geocoding Bears Fans from Database

Have you ever wondered why they ask you for you zip code when you make a purchase at your favorite store? Unlike loyalty programs where a customer submits a profile and is identified with every visit to the checkout by scanning a card to compile a history of purchased items, geographical tracking is a way of seeing where your customers come from.

Geographical tracking, or geocoding is the process of turning an address, city, state, zip or postcode into mappable coordinates. This enables you to find trends, hot spots and cold zones in your marketing efforts. Where should you target next? What items are popular in a certain area. These questions are easy to answer when you visualize your sales data using a database mapping software.

Batchgeo is a free online mapping service that can create pinpoint maps based on your customer database; whether is includes full addresses, just city/state or even if it is only zip codes. You can even use databases you probably already have; attractions can use visitor sign in sheets, businesses can use customer databases and inquiry requests.

The Kankakee County CVB uses geotracking to measure ad results, see trends for a particular publication or track visitors to a specific event. Try it today to see how geotracking can help your business!

4 Social Media Strategies for the Holiday Season

As the holiday season quickly approaches, you may be asking yourself, how do I promote my hotel during the holidays? Using social media, of course! The opportunities to capture the holiday traveler's attention are nearly unlimited. In this video, explore four strategies to engage and convert your social media audience this season, including design tips, promotion suggestions, and video concepts. 

1. Holiday-ify your profiles' designs. Add a little flare to your profile icons and cover images to stay fresh for your audience.
2. Create a holiday focused promotion or contest. Take advantage of Facebook's recent relaxation of the promotion guidelines, or go all out and create an interactive custom application to build engagement and increase your social reach.
3. Leverage repeat-posts with holiday themes. The holidays are a time for fun and impatience. Help build excitement (and repeat engagement) with a countdown of your own, rewarding users and encouraging them to share.
4. Create holiday themed videos. Let your employees share their excitement and voice by shooting short clips of them giving thanks this season, and upload them to Vine or Instagram. 

Whatever you decide to do, don't be afraid to have fun. You can entertain and engage while building a qualified fan-base that will help your business will into the new year. For more ideas, contact the Kankakee County CVB.

Social Media Marketing Tips, Part 2

In July 2012 Americans spent 74.0 billion minutes on social media via a home computer, 40.8 billion minutes via apps, and 5.7 billion minutes via mobile web browsers, a total of 121.1 billion minutes on social networking sites. Social media can be an important part of your marketing strategy. Here are 10 more tips you can use to build strong relationships using social media marketing.

11. Add a Welcome Video

Include a welcome video to your landing page. Use it to tell new members about your company, and what social networking sites your company can be found on.

12. Tag People and Pages on Facebook

When posting or commenting on Facebook, be sure to utilize the status-tagging tool. Using status tagging will alert the person or company when being mentioned. Simply use the @ symbol in front of the person or company’s name; yet another easy way to encourage interaction.

13. Have your Facebook fans tag your photos

Any live events you attend or hold be sure to take plenty of photos. Upload the event photos to Facebook, and ask your fans to tag any photos they are in, or recognize some one they know. Not only does this encourage more fan interaction, but also it will help your company gain more exposure.

14. Perform Facebook activities as your Facebook fan page

What better way to network on Facebook, than interacting with others on Facebook as your fan page? Putting your name out there for people to see, more attention will be drawn to your Facebook page, thus driving more fans to your page.

15. Sweepstakes and/or Contests 

Sweepstakes and contests are the fastest way to increase your fan base. In order for this build up on of fans to be successful, you will need to utilize the Facebook app tool. The guidelines will provide all the information you need to run a successful promotion.

16. Take notice of your most active fans 

Take notice of your most active fans, and take the time to say thank you. Use incentive programs such as “Fan of the Week/Month.”

17. The Facebook Questions Feature 

The Facebook questions tool is an excellent, and simple way to interact with existing fans, and encourage some new fans. Poll your audience using a fun, relevant interesting, and intriguing question. This is a fantastic way to encourage interaction.

18. Utilize Facebook Ads

The best sources of traffic you can purchase are Facebook ads. Not only does it provide you a high

volume of traffic, it will also allow you to see how many users are in your target market area.

19. Network with other website Administrators 

Networking with other website administrators will allow you to build relationships with them. This will then open the doors for you to discuss ways to work together. Thus, increasing your social media marketing traffic.

20. Continue to Learn and Grow with Facebook 

Facebook is another excellent communication tool. Your company can use Facebook for public relations purposes, research and development, recruiting, sharing information, etc. Make the most of this incredible media-marketing tool.

Read more here!

Social Media Marketing Tips, Part 1

47% of American adults used social networking sites like Facebook, MySpace, Twitter, LinkedIn, and Classmates.com in 2011, up from 26% in 2008. On social media sites like these, users may develop biographical profiles, communicate with friends and strangers, do research, and share thoughts, photos, music, links, and more. Here are 10 tips you can use immediately to build strong relationships using social media marketing. 

1. Utilize Your Family and Friends
Ask for the support of your family and friends. Encourage them to become fans on your Facebook page or followers of you on Twitter. Also ask your friends and family to spread the word about your fan page. 

2. Facebook Plugins
Incorporating a Facebook plugin into your website and/or blog is an easy and effective way to drive more fan traffic to your Facebook fan page. 

3. Other Social Media Networks
Facebook is not your only tool for social media marketing. Be sure to keep your Twitter followers and LinkedIn group members in the loop. 

4. Your Newsletter Subscribers
Send out an invitation in your newsletter to your subscribers. Invite them to join to your Facebook fan page, your Twitter following, even your LinkedIn group. Your newsletter subscribers are an excellent source of fan traffic that will actively help spread the message of your company. 

5. Make More Use of Traditional Advertising Methods
When using traditional advertising for your business, such as television ads or radio ads, mention your social networking sites. 

6. Physical Location Interaction with your fans and customers is key. Provide details on where your shop/office can be seen or visited. 

7. Your Existing Customers can be a Useful Tool Use your existing customers to fuel social media marketing. Inform your existing customers about your website, blog, Facebook page, and other social networking sites being used. Getting your existing customers involved uses the most powerful tool of all, word of mouth. 

8. Special Incentives will spark the interest of new fansUsing special incentives to get new fans on Facebook, followers on Twitter, or group members on LinkedIn. Offer special incentives such as access to exclusive content, your fans, customers, followers, advocates, etc, love feeling as though they are receiving something special. 

9. Stimulate Interaction Again, it is important to remember Facebook is not the only useful site in social media marketing. Use several social networking channels to keep your fans engaged and informed about other sites to obtain information about your business. 

10. Ask Your Facebook fans to “Like” and/or “Share” your material Asking your Facebook fans to help spread your message and “share” your material with their friends and familyWord of mouth is an effective, easy, free way to continue your social media marketing. Watch for more tips in our next installment. 

Please contact the CVB for more information.

What to do before and after an Event: It’s not just about Tradeshow Exhibits

If you’re attending a marketing event to promote your property or attraction, the work can begin well before the event and isn’t finished when the trade show exhibits are packed away. Follow these tips for beforehand and afterwards and you can help ensure that you have a successful trade show, whether you’re a complete newbie or a veteran marketer.

• Make Sure Your Materials Are Being Shipped To The Correct Place

You can't always bring all your materials with you when going to an event, so having your trade show materials shipped to the right location is vital.  If any of the shipping details are incorrect, such as the zip code or city, or even which hall at the convention center, you could be stuck at the event without your trade show exhibits. Additionally, check that your company’s name or booth location is clearly labeled on the boxes so that the staff knows exactly where it should be placed for installation.

It’s also a good idea to make sure that your company’s name is clearly labeled on the inside of each box or shipping crate.  These crates can sometimes become damaged in transit and it could be a disaster if the container is damaged and no one knows where the contents belong.

• Think About What You Want To Accomplish With Your Trade Show Exhibits

Make sure that you understand what you want to get out of the expo. Many businesses set vague goals — that is, if they set any at all.  If your goals are something like “capture more leads,” sit down and think about what this really means.  How many leads to you want to capture?  Do you want to get 10?  Or is 200 a more reasonable number?  Also consider the strength of the leads.  It’s not enough to capture leads without qualifying them first.  A cold lead is as good as no lead so make sure that your leads actually have a reason or a need for your company before you spend hours following up once you get back into the office.

• Make Good On Your Promises

If you’ve promised to send an attendee information about your company, make sure that you actually do it once the event is over and the trade show exhibits are packed away.  If you promise to send something and don’t actually do it, many customers will assume you don’t want their business and will move on to your competitor.

Even if you didn’t promise information, you should still follow up with people you met at your trade show booth.  If someone filled out a lead card, but it didn’t seem like they were a hot lead, make sure that you call to check in every once in a while.  They were interested enough to visit your booth at the event so it’s possible that their needs could change in the future. Take care to not seem over-aggressive, however, since aggressive tactics can turn customers away.

While these tips aren’t complicated, they are extremely important if you want to maximize sales from a trade show marketing event.  Use these, but realize that they’re not the only things you should be doing.  Sit down with your staff and see if you can come up with other tasks that can help ensure your event is a success.

For more ideas contact our sales department.

Hospitality Training for At-Risk kids

“Busy lives and the social disconnectedness afforded by modern communication technologies are quickly swallowing up the art of hospitality.” 

How do we regain this intangible skill that should never be replaced with modern technology? 
Destinations across the country are embracing a new approach to deter youth violence that is taking the lives of many young adults.  Cities across the country are looking at how hospitality training programs can create respect for others and instill pride in communities.   The program is not only about reducing crime but preparing our youth for a job market and industry that lacks a smile and information needed to make a sale.

Some training initiatives target 15 to 24 year-olds struggling to find work and help them get jobs in the hospitality and restaurant industries while others incorporate grade school students. 

“Virginia Avenue Park's Teen Center is not only about getting kids jobs. The City's realigned Cradle to Career initiative hopes to nip the causes of youth violence in the bud by helping disadvantaged kids find careers that promise more than just a meager paycheck, according to the Julie Rusk, Santa Monica's director of Community and Cultural Services.”

“In the tourism industry, it’s not about pipelining our youth into fast food, and other restaurant jobs but training them to have a career in the hospitality industry that encompasses so much more”.   An initiative program primary focus should be to introduce an industry that youth can see a future and embrace a life time career.  These training programs can be implemented in local high schools, community outreach organizations and community colleges.


Tourism is economic development which includes training our youth for tomorrow’s industry. Contact Larry Williams, Executive Director to find out more about this opportunity.