What you missed: Online Reviews and Customer Service

Our May 8, 2013 event was part of a special month-long celebration, “United We Share,” commemorating Social Media Club‘s 7th anniversary. The goal of United We Share is to showcase our global community (300+ chapters worldwide!) to better connect with one another by supporting each others events and hopefully, participating real-time.

Your customers are talking about you… are you listening?

As our panelists shared through live demonstrations “behind the curtain” of their Yelp, Trip Advisor, and Hootsuite dashboards, online review tools not only provide helpful feedback, but also create unique opportunities for timely customer service response, and empower your best customers to become your brand champions.

Best practices and helpful tips from the pros (what you missed):

Some of the best advice of the night was captured on Twitter, including:

OnlineReviews - Tweets1OnlineReviews - Tweets2

Of course, I’ve left out some of the juiciest nuggets which you can only find by watching our recording of the panel discussion, here.

A BIG mahalo to our panelists for sharing their candid insights:

Emi HartEmi Hart, Community Director at Yelp Hawaii
Emi is a Community Director (aka Director of Marketing) for Yelp.com in Honolulu and a professional singer/songwriter. A graduate of the University of Hawaii, she is the mother of three amazing children and loves any dessert containing peanut butter and chocolate. As a community builder for review website Yelp.com she pens the Weekly Yelp newsletter, shares reviews of her favorite local businesses, throws uber fun Yelp parties, and can be found hanging out with fun loving yelpers around Honolulu. 


Michael Miller, Director of Sales & Marketing at Tiki's Grill & BarMichael Miller, Director of Sales & Marketing at Tiki’s Grill & Bar
Michael has 24+ years of experience in Hawaii’s hospitality industry. Currently, he serves as the Sales & Marketing Director for Tiki’s Grill & Bar. He is a member of National Restaurant Association—Marketing Executives Group, The James Beard Foundation, Oahu Wedding Association, Chamber of Commerce of Hawaii Past Board Member, The Arthritis Foundation. He enjoys spending time with his wife and traveling, sailing, gardening, cooking and playing with their Airedale Terrier, Kula.


Asiana PoncianoAsiana Ponciano, Social Media Marketing Coordinator at Hawaiian Airlines  At Hawaiian Airlines, Asiana manages a social media community of 300,000+ members spanning 3 countries. Previously, she helped College Connections Hawaii develop its social media strategy. Born and raised in Honolulu, Asiana graduated from San Francisco State University with a degree in Journalism. In S.F., she freelanced for print and online publications, worked as an editorial assistant for an online video production company, and co-hosted a tech trends podcast called Girls Gone Geek. 


Mae RusselMae Russell, Marketing Manager at Aston Hotels & Resorts
Born and raised in Hawaii, Mae has 15+ years of experience in marketing and currently serves as Corporate Marketing Manager for Aston Hotels & Resorts. Upon graduating with honors in Public Relations from HPU, she moved to Las Vegas where she completed her Masters in Organizational Management. Mae enjoys snowboarding, skiing, and spending time with her mom, boyfriend, and Lhasa Apso, Mia. She also enjoys trying new restaurants, feasting with family and friends, and the motto “Live to Eat!”

Mahalo to our event sponsors for making these gatherings possible: