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App eases customer engagement

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Brodie ... simple solution

Connect2Social has launched a new intelligent business solution that allows business owners to engage with customers using free wi-fi access.

Connect2Social works with existing routers or hardware infrastructure through a simple interface, providing public wi-fi hotspot software with a login method that utilises social media channels including Facebook, Twitter and LinkedIn, thereby improving customer engagement and communication in a real-time setting, says Darren Brodie, chief operating officer, in an interview with TTN.

The rapidly changing face of marketing and advertising, coupled with the rise of social media for day-to-day communications means hotels and any customer-centric business from transportation providers to cities and airports, need to change the way they communicate with customers, he says.

'Imagine the ability for the hotel, restaurant or indeed any outlet offering free wi-fi to be able to communicate with those guests as soon as they log on, to drive sales whilst they are sitting there, placing their order or shopping in the outlet,' he says.

Excerpts from the interview:


What are the main focus areas for you in the UAE?

Connect2Social (C2S) is focused toward hospitality, primarily hotels, airlines, airports, shopping centres, restaurants, bars and cafes. However, the product is a great benefit to any business that offers free wi-fi to their customers, such as retail, stadiums, hospitals etc.


Apart from sales/advertising, will your product help in any other areas, such as providing information to customers?

The product allows business to better communicate with their clients, with clients enjoying the benefit of receiving special promotions, giveaways and upcoming events. For example, a customer logging onto the wi-fi via Connect2Social in a hotel restaurant could immediately receive a welcome message and an invitation to a special event later that day – a voucher for dessert – or anything else the hotel wishes to offer in order to encourage repeat and loyal business.


How easy is it to communicate with clients?

Very simple. An email ‘e-shot’ can be designed within our marketing module by either uploading a pre-designed ‘print flyer/brochure’ by uploading the graphic file, or an easy upload of a photo with accompanying text.


What steps are taken so customers don’t feel it as an intrusion?

The login process includes world’s best practice ‘Terms of Use’ and a ‘Privacy Policy’ that customers can click to view, exactly the same process as online shopping, general internet transactions and telco hotspots. There is a globally accepted practice of ‘Accepting these Terms’ before a customer proceeds to getting online. When customers receive marketing communication from the business, a relationship has already been formed at the venue, so it is very different to receiving an unsolicited email from a business unknown to the customer.


How many hospitality businesses are using your services worldwide and how many in the UAE?

There are currently more than 3,000 hospitality businesses throughout Europe and Asia Pacific that use our technology. The UAE is a new market for C2S and proposals have recently been submitted to two prominent hotel chains for consideration.


Do you plan to expand to other Middle East states?

Absolutely. Connect2Social is in the process of recruiting resellers and distribution partners on a global scale, and the UAE represents an outstanding opportunity to help businesses elevate themselves from bricks and mortar to a truly ‘online’ business that allows them to understand and communicate with their valued customers on an unprecedented level. 


By Sree Bhat

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