eKourier Oct 2018

FEATURE Kennards Gets Social

Customer Feedback “You answered all my questions and got this novice storage user over the line at work! Any time I needed to know something Abbotsford answered with a smile!” “Easy and convenient - friendly and helpful staff at the Fortitude Valley Centre.” “Leanne was always helpful and efficient at Gladesville. The premises were always clean and tidy. Access was easy.” “Excellent helpful staff at Hastings facillity. Those two ladies are treasures!” “Friendly service from the Hastings, NZ branch. Kelly and Nell especially were very helpful. Service with a smile! Warm reception always appreciated.” “Miranda were really helpful with supplying boxes, paper and tape. When I signed the contract the guy explained the process, payment, direct debit and key code access really well. Friendly and professional. He recommended excellent removalists Happy Days, they are very reason- able, hard working and very nice guys, fast, polite and efficient. Could not recommend Miranda highly enough.” “Good service and communication at Mt Eden. Really helpful with advice about size of containers required and then switching sizes. Very prompt refunds! Would definitely use the three Kings Kennards again. You guys have been great.” “The whole exercise was so easy, from getting access when needed to easy payment and very friendly helpful staff at Napier.” “Glen and the team at North Lakes were professional, friendly and efficient. Always willing to help with a smile, Karly was outstanding, the premises were always clean and tidy. Really pleased that we chose to store with them. Never any issues with security.”

and also tailor messages to particular Facebook location pages when needed. The Facebook platform in particular has also evolved into a customer service platform for KSS where we now receive many private message enquiries which are all managed and answered centrally. In addition, to delivering a consistent content feed across multiple Social channels, we utilise some of the more sophisticated ad features of Social Media to deliver creative promotions and campaigns. These include promoting new centres that are opening, centres that are expanding or being refurbished, particular centres that need a boost in occupancy, promoting our community involvement and charity work as well as promoting specific services like our online Box Shop, Business Class or Wine Storage. The social technology not only allows us to target our Social Media ads to specific people in specific areas with specific interests, but we are also able to retarget people who have visited particular KSS website pages and people who look-like our ideal customers, all through their Facebook feed. One of the keys to a successful Social Media marketing program is to remain authentic. So, we encourage our Teams to take candid photos or video of their centre, your customers (with permission) and the goings on in your Kennards world.

I n today’s digitally forward environ- ment, the KSS group recognises that Social Media has transformed the way people discover, consume and share experiences, products and services. Indicators across many industries are pointing to an age where the customer experience will soon become the biggest competitive differentiator. Social Media allows businesses to get in at the ground level of the customer journey where experiences are talked about and new information can be consumed and shared like rapid fire. More people are making purchasing decisions after seeing content on Social Media and getting recommen- dations from trusted sources, like their own networks. And in this age of instant messaging, customers are expecting businesses to be available to answer queries at any time, in an instant. The Kennards journey for me in Social Media started some two years ago where we undertook a complete overhaul of the Social Media presence and created Facebook Page listings for each and every centre in Australia and New Zealand. We also re-freshed the Twitter feed, LinkedIn Corporate page and Instagram account. In addition, we also set up a separate Facebook and Instagram profile for Kennards Wine, tailoring the content to wine enthusiasts and collectors. We currently create and publish weekly content that goes across all Facebook location pages, Instagram, Twitter and the Wine Social accounts. We occasionally post across to LinkedIn

You never know, we could be featuring you on Facebook really soon.

Send all pictures and videos to: sharon@kss.com.au

Maria Matthew Owner - Social Wax

Managing such a broad reach of digital assets has been achieved by the help of our service agency Social Wax. Social Wax has kept our approach to Social Media simple. Keeping the KSS Brand, features, services and locations in peoples feeds, in a fun, genuine and creative way. As well as keeping us up to date on the latest Social Media enhance- ments, features and technologies.

8 Kennards Kourier Oct 2018