AMC Theaters in Danbury - Customer Service Success! @AMCTheatres #customerservice

I can't remember how or why I started traveling almost 45 minutes to a movie theater.  Part of the reason is kind of silly -  Twizzlers.  See, when my local theater removed Twizzlers and replaced them with Red Vines, I was sad.  I changed my go-to candy to something else, but Twizzlers is such a great movie theater candy.

And though I don't remember much about the why of my first trip to the AMC Theatre in Danbury,CT, the reasons I keep going back are numerous.  They have comfortable seats.  They have Twizzlers.  They have a Coke Freestyle machine.  They have an IMAX theater.  They have great Customer Service.

Usually AMC is the first to promote and sell tickets to special marathon events, and I wind up taking myself to Danbury for a day to participate with other fans.  My first experience was the Hobbit marathon, which allowed viewers to see the 3rd installment a day or two ahead of the actual release.

My PicCollage thanking AMC Theaters for a great event for the Hobbit Marathon

Just last December I was there for almost a full 24 hours as part of a group watching the entire Star Wars saga prior to the release of the long awaited Episode VII.  The staff there were great - especially because they kept everything open for us as we were there from 1am through about 10pm.  The staff never seemed tired, had various trivia games between movies for prizes, and was very enthusiastic.

So I was glad to see that, yet again, AMC was participating in a special "double feature" that allowed people to see the original Independence Day movie prior to the new movie, Independence Day: Resurgence. I purchased, what I thought was a ticket to see the 1996 movie in 2D and then the latest edition in 3D.

By the time I got to the theater, I was running a little later than I wanted to be.  So I was very disappointed when NONE of the ticket machines were powered on.  I like the paper version of the ticket, so I was pretty disappointed to see I couldn't physically pick up my tickets.  To make matters worse, they had 1 person helping people who needed to buy tickets and the line was 20 people long and because I had low battery and not a great phone signal, the AMC app was not working for me to be able to show my ticket code on my phone.

Already I was having a bad experience.  Then I turn my ticket in and am told what theater to go to.  I wasn't handed 3D glasses so I asked, "Isn't the second movie in 3D?"  The person checked and I was told that it wasn't.  I said okay, thank you, and then muttered to myself, "I'm pretty sure when I bought the ticket it said the new movie was in 3D..."


Even though I was late, it seemed not many other people were interested in the Double Feature, so I had my pick of seats.  The movie starts on time, and not even 30 seconds into the movie, it freezes. 

No, I'm not even joking.

So now, I had to wait on a long line to pick up my ticket (which never happens), I was told the 2nd movie was in 2D, not 3D, and the movie is frozen.

A few minutes later the lights came up and a couple employees walk into the theater.

Here's where we get to the GREAT Customer Service.

They explained there was some confusion about the 2D/3D aspect of the movie, and the theater we had been assigned didn't have the digital 3D capabilities.  So, we would watch 2D where we were, and then we were being given access to the 3D IMAX seating at 8pm as opposed to standard 3D.  We were also given vouchers for a free movie any time at any AMC Theatre establishment.

Above and beyond they went with their Customer Service.

So, when people ask me why I drive to Danbury in order to see a movie, I might tell them it is because they have Twizzlers, or a Coke Freestyle machine, or the closest IMAX theater.  But the truth is it is because they have really AWESOME Customer Service.

Thank you AMC Theatres for your awesomeness!

Random Thoughts on #HealthCare

It's been awhile since my last entry, I know.  One of my goals was to keep up with my blog after my social media class, and I failed miserably.  I'll try to get better.

So here is my random thought for the day...

My dad went to see a retinal specialist yesterday.  He's fine, just on an eye exam at the optometrist they saw some floaters and tiny hemorrhages in one of his eyes.  They have no reason why that was happening and took care of it, so he's doing fine.

But my mom commented that they didn't have to pay anything, but if they wound up owing money because their health care coverage didn't cover the appointment, then they would be billed.  They don't have a specific vision plan through Medicare, I guess just enough to have a somewhat regular eye exam.

I thought about my own health care insurance, provided through my employer, which also includes a vision plan.  And it got me thinking....

The big thing with health care is that it helps cover you, your spouse, and your dependent children.

Okay, great.  I don't have a spouse and I don't have any children of any kind.

So it's just me.

But why doesn't health care allow you to put your parents on?  In the end, it winds up being the children who take care of the parents.  They wind up being dependent on the child for decisions based on their health, but the child can't help the parent by making sure they have good health care coverage too?

Everyone has to have health care in the United States - so why can't we find ways of making that happen that is not difficult, especially for those "getting on in years?"

What I've Learned.... Week 7 Response Team 2 #MaristSM16

 This week our readings focused on Search Engine Optimization (SEO) and Search Engine Marketing (SEM).  Both acronyms have been seen a lot, not just in this class but other classes in this program so far.  (And I am sure this is not the last time they will be seen either!)

Scott (2015) defined SEM very clearly, "Search engine marketing means using search engines to reach your buyers directly" (p. 396).  This fits very well with what he also said as a summary of his entire book, "This entire book is about search engine marketing" (p. 396).  In order to be successful with your SEM, you must also focus on SEO.  This is essentially using the right words and phrases to achieve your SEM goal (Scott, 2015).  Scott's point is very well taken.  And a great way to view just how incorporated SEO is with either personal or professional SEM goals, is this image:

Image: Seo Shows Websites Search Engine Optimization Or Optimizing” by Stuart Miles from FreeDigitalPhotos.net

We were also asked this week to review Google's Search Optimization Starter Guide.  One would think the guide was a way for Google to promote itself.  However, at the very beginning of the guide, it stated "Even though this guide's title contains the words 'search engine,' we'd like to say that you should base your optimization decisions first and foremost on what's best for the visitors of your site" (Google, p. 2).  It seems that Google is also attuned to the "New Rules" that we have been reading about throughout the last several weeks.

That brings me to this week's discussion questions.

1) Discuss one new lesson, tip or marketing & PR rule presented throughout our class that you will definitely implement into your personal or professional social media activity.

Just one?  I think the information Scott (2015) presented on social media as marketing, especially related to Twitter, are ones I can implement now at a personal level and work toward a professional level.  I am a regular reader and occasional ranter on Twitter.  Using the "quote retweet" feature would allow for more than just a random repeated message and instead sharing a personal connection to what I am sharing with my followers.  On a professional level, I am hoping to start a Twitter account for our service availability at Marist.  Using everything I have learned over the past seven weeks I hope to present a clear plan for its use, not just in emergency situations but daily use to present information about Marist Information Technology and our services.

2) Discuss one new lesson, tip or marketing & PR rule presented throughout our class that you disagree with or think would be too challenging to adopt.

At least from a personal perspective, one of the tips Scott (2015) suggests for social media profiles is to use a photo of yourself and not something that is not your face.  This one, at least at a personal level, is difficult.  As we discussed last week, security is a huge issue when it comes to social media.  Users do not want their personal information out for anyone to see, and this includes pictures of what someone looks like.  While I do have a picture of myself on my LinkedIn profile, I tend to not use pictures of myself on Facebook, Twitter, and Instagram.

LinkedIn Profile

Facebook Profile

Twitter Profile

 





 I can see the professional aspects of using my picture, but at a personal level I would prefer to show sunsets, rainbows, and my dog.  If I start using some of my personal social media accounts on a more professional level, I will have to get over that fear and objection.


On a final note, Group 2, it has been a pleasure discussing the various aspects of social media with you!  I wish you luck as you put together the Digital Paper and as we prepare for the next class!
 


Google. (n.d.). Search Engine Optimization Starter Guide Retrieved 29, February 2016 from http://static.googleusercontent.com/media/www.google.com/en//webmasters/docs/search-engine-optimization-starter-guide.pdf

Scott, D.M. (2015). The new rules of marketing & PR (5th ed.) Hoboken, New Jersey: John Wiley & Sons.

Social Media Security in an Unsecure World - My #MaristSM16 Week 6 Blog Post

This week our readings focused on security related to social media.  For me, this subject was of particular interest because just over a week ago my Instagram account was hacked.  I was panicked, embarrassed, and scared all at the same time.  Thank goodness for a friend who happened to notice a problem with my account not long after it happened and reached me immediately on Facebook messenger!  I posted on Twitter that evening:

The situation led me to changing my Instagram password account twice.  Once to regain access to the account and delete the pictures the hacker had put on my account and then a second time with a slightly stronger password after I had set my account to private.  I also changed the password on my email account I signed up for Instagram with as well as the password to my primary personal email account.  And now, at least three times a day, I check my Instagram account to see what is on my list of posted pictures.  While at work this has become easy using Hootsuite, since they now allow you to monitor and schedule Instagram posts.  In addition to monitoring Twitter and my church's Facebook page, I added my personal Instagram feed so I always know what I have posted on Instagram.  I have to be better about using the mobile Hootsuite app though.

For personal accounts, it is easy to set things to private so only your followers/friends can see things or post comments.  Which is what I wound up doing with my Instagram account.  But for professional businesses or even celebrities, if they make their Twitter feed private, then no one can see their tweets and they (or whoever runs their social accounts if they don't) have to approve everyone who follows them.  Even for myself I have left my Twitter account open because it has led me to other accounts to follow in relation to my health (migraines), likes (Scorpion, Code Black), and faith.  I get emails when someone follows me (in addition to the notifications) and check out their account.  Some people I follow and some I wonder why they chose to follow me in the first place.

But now I am just rambling and I need to get to the questions Nicole, our discussion leader for this week, posed.

Question 1: Do you believe that employers should be able to restrict their employees’ use of social media? Consider the decisions outlined by the NLRB and whether you agree or disagree with any in particular.

I do think that some restriction is needed on behalf of employers when it comes to social media use by an employee.  Sure I have bad days at work and would love to complain about something.  But if I am complaining publicly, as social media is a public outlet, about my job or my employer, what does that say about me and my dedication to my job?  Nothing positive, that is for sure.  Halpern (2012) summarized nine key points from a National Labor Relations Board (NLRB) decision regarding social media in the work place.  Item 1 stated, "Employers may prohibit employee 'rants'" (Halpern, 2012, para. 2).  It is one thing to rant or complain about something to a family member or even a co-worker that you are friends with.  They are usually trusted individuals that you know would not go around and gossip about your gripes.  However, the moment you put that information on social media, it becomes public consumption and a rant becomes an attack on your place of employment.  And honestly, would you want someone working for you who hated a particular policy or disliked a particular co-worker who was not afraid to voice that dislike or hatred so publicly?

I also noticed point two, "Employers may restrict employees' commercial use of company marks" (Halpern, 2012, para. 3).  This actually makes a lot of sense to me.  My employer, Marist, has guidelines when it comes to producing items using different logos.  There is a style guide that is available that lists all the rules and regulations that come with using the Marist nameplate, specific use of the full Marist College seal, and how to go about producing office letterhead, business cards, and other publications.  Available on Marist's website also are images that have been produced by Marist that can be used as well as PowerPoint templates if you are doing a presentation representing Marist.  This way everything is uniform and everyone is following the same rules.  In the article Halpern (2012) discussing the company marks as it relates to complaining or conversing on social media.  This is important to note as many offices and groups at Marist have social media representation and would likely use something "Marist-branded" as their image to identify themselves as part of Marist College.

Employers may prohibit employee “rants.”

Question 2: Think about how well your personal or professional social media habits follow the tips outlined by Microsoft and McAfee. In your discussion, choose one guideline that you think you follow well and one guideline that you could follow more closely.

The tips outlined by Microsoft and McAfee are very practical and sensible.  In some cases, they overlap each other in subject matter.  Which is a good thing, because when two large organizations like Microsoft and McAfee agree on something, it must be right!

One guideline I follow well came from McAfee's site, item number 7, "Be suspicious of anything that sounds unusual or feels odd. If one of your friends posts, 'We’re stuck in Cambodia and need money,' it’s most likely a scam" (Siciliano, 2011, para. 7).  For a very long time I have realized that messages like that are scams.  Recently someone I know from various church functions sent me an email like that.  I knew it was wrong, as did several others, because we knew for sure if he was going out of the country he would have told us and asked us to pray for him, because that is the type of person he is.  So we let him know someone had gained access to his email account, and he took measures to secure it.

One guideline I could follow more closely, from the Microsoft site, "To avoid giving away email addresses of your friends, do not allow social networking services to scan your email address book. When you join a new social network, you might receive an offer to enter your email address and password to find out if your contacts are on the network. The site might use this information to send email messages to everyone in your contact list or even everyone you've ever sent an email message to with that email address. Social networking sites should explain that they're going to do this, but some do not" ("11 Tips for Social Networking Safety", para. 4).  There have been times when I have joined a new social media platform or chat platform, that I have used the feature to see if other friends of mine are using the same platform.  I will think twice about that now, maybe choosing to make a post on my own social media saying I am using a particular new platform and if you are also using it, send me your information privately.



11 tips for social networking safety. (n.d.). Retrieved February 23, 2016, from https://www.microsoft.com/en-us/security/online-privacy/social-networking.aspx

Halpern, S. (2012, December 3). When is your company’s social media policy an unfair labor practice? Recent NLRB decisions offer long-awaited guidance for employers. Retrieved from http://www.natlawreview.com/article/when-your-company-s-social-media-policy-unfair-labor-practice-recent-nlrb-decisions-#sthash.lhT2scRO.dpuf.

Siciliano, R. (2011, July 13). 15 social media security tips - McAfee. Retrieved February 23, 2016, from https://blogs.mcafee.com/consumer/15-social-media-security-tips/

When Social Media goes Prime Time #MaristSM16 #TeamScorpion

It's mid-term week, so there is no regular discussion.

I did, however, run into something amazing via Twitter that showed just what an influence social media has on prime time television.

Since the start of Season 1 in 2014, Scorpion fans have been rooting for their favorite couples, giving them hashtag names that have become so popular.  One hashtag that came up for a vote on social media was the pairing of Toby Curtis and Happy Quinn.  So that the fans were united in their discussion of the couple, we were asked to vote between #Tappy (Toby/Happy) or #Quintis (Quinn/Curtis).  #Quintis won out and that is how they were referred to.

Fans of the coupling on the show talk often about how much #Quintis or #Waige (Walter/Paige) action there was and continue to remember probably their most favorite couple, #Melvester (Megan/Sylvester), even though the character of Megan has now passed on.

Well, that name "Quintis" will be showing up on the next episode, airing Monday, February 22nd.  Below is a clip where it is announced:

Announcing Quintis

I'm not sure if it was an overall plan for the writers to incorporate that name or if they decided to incorporate it because of the social media use...I prefer to think it was the latter....

Interruptive Social Media? A #MaristSM16 Additional Thought

I'm a #TeamScorpion member.  If you've been following my Twitter account from time to time you will see me re-tweet something with that hashtag or create my own post with it.  Basically it means I'm a huge fan of CBS's show Scorpion.

Here's why I bring it up on this blog.  This week in class we have been talking about brands knowing their target audience and not being so "interruptive" in their marketing tactics.  As I was driving in to work today I got to thinking about how sometimes social media becomes an interruption.  The official Scorpion account quite often repeats tweets, especially on show days where pre-programmed messages are aired at certain times during the east coast showing and then the west coast showing.  It doesn't matter whether the show is a repeat or a new episode, the tweets always come.  (Like recently when a pre-programmed tweet from an episode's first airing made reference to one of the actor's birthday - and the birthday had already passed during the 2nd airing of the show.)

We all know those companies that tweet something and then repeatedly tweet the same message every day for a set period of time.  People often use the acronym "ICYMI" which means "In Case You Missed It" as a way to resend the same message, image, or link out.  ICYMI seems more for the individual than the brand where brands just resend the same message.

But isn't that an interruption as well?  We may already know about the upcoming "insert holiday here" sale or the contest to win tickets to a major concert or sporting event.  So we really do not need to see it repeated many times in our Twitter feeds like it is a new thing.

I was most affected by this a couple years ago when another CBS show I was a fan of, Intelligence ran a contest for several weeks within a month where you just had to "favorite" and "retweet" a post the show's official Twitter account posted.  Simple enough, right?  And, of course, those of us who were fans dutifully chose to favorite the tweet and retweet it to all our followers.  So, several times a day throughout the course of the promotion this account would post the same message, encouraging people to enter the contest.

However, there was a problem.  If you clicked on the rules link (which was also in the tweet posted) you were only allowed to enter once a contest period, and you were disqualified if you entered more than once.

So, since it ran multiple times within a month, how were you supposed to know that you already entered that week's game?  Were you expected to go back through your own tweets to see if you did what was required already?  Did you just have to remember that you already chose to "favorite" the tweet and you already retweeted it?

With some web-entry contests, there are ways to keep track of that type of information.  So if I entered something today and then tried to enter again on Monday, it had some sort of database that would know, "Hey Jennifer, you have already entered this contest.  You can't enter again."  But entering a social-media based contest does not have the same feature.

The interruptions from repeated tweets will continue.  And we will have to either remember that we already entered something so we don't get disqualified...or contests run through social media need to be more flexible for the person, like me, who may not always remember whether I already entered a contest or not.

Maybe that in itself is another way of knowing the target audience.

It Wasn't Just Broncos vs. Panthers at the Superbowl #MaristSM16

In our class we are broken up into smaller groups, which aids immensely in the whole discussion process.  Imagine having to thoroughly read through over 20 posts and then decide which ones to respond to, and read all the responses.  Sometimes it can get overwhelming.  One of my classmates in another group posted a blog with questions focused around the Superbowl, which makes sense since it just happened on Sunday and the Superbowl is pretty much one of the largest marketing events in a year.  If you're interested, her post is here:

Sandy Wisor's Blog Post

We are not required to respond to other team's blog questions, but can if we choose to.  I will be honest, I did not watch much of the Superbowl at all.  I did, however, watch the movie trailers that aired during the Superbowl because pretty much if there's an ad I want to see during the Superbowl, it's a movie trailer.  (No, I'm not being sarcastic.  I am being very serious.)

So today in my email I received a link to an article on a site called Cinema Blend which was called "The 5 Most Effective Superbowl Movie Ads According to Social Media"

Cinema Blend Article

The top movie ad was for Captain America: Civil War and I am honestly not surprised.  I have Twitter notifications set up for both Robert Downey Jr. (Tony Stark/Iron Man) and Chris Evans (Steve Rogers/Captain America).  As soon as the movie ad aired, Chris Evans  link to the add and an interactive button that said "Tweet #TeamCap."  Robert Downey Jr. attempted to draw people to "#TeamIronMan" by saying they had snacks.

I chose #TeamCap and when I pressed the interactive button, I was able to tweet this:



My own version of the Captain America ad, listing the Avengers who are on Cap's side.  What a great way to incorporate social media!

I know other movies who had Superbowl ads made sure to post links on their own social media feeds, but I think this was a great way to incorporate the fans and have them "pick sides" too.  What made it even better is that two of the movie's stars took to social media and became part of the marketing effort too.

The Superbowl was not just Broncos vs. Panthers.  It was also #TeamCap vs. #TeamIronMan.