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Online Reviews & Customer Service on Social Media: What You Need to Know

Social Media Club Hawaii Chapter

Wednesday, May 8, 2013 from 5:30 PM to 7:30 PM (HST)

Online Reviews & Customer Service on Social Media:...

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Review SitesAccording to The Local Consumer Review Survey in 2012, approximately 72% of consumers surveyed said that they trust online reviews as much as personal recommendations, while 52% said that positive online reviews make them more likely to use a local business.

Whether you are participating in the conversation or not, customers are forming opinions about your business and voicing them online. Great customer service is more than ever crucial to the sustainability of your business, and review sites like Google Places, Yelp, TripAdvisor, Gogobot and FourSquare are making it easier than ever to manage your online reputation and boost positive customer reviews.

Join us and a panel of industry practitioners for an in-depth conversation about why customer review sites are important for the sustainability of your business, why it’s important to respond to reviews, how you can manage the good AND the bad reviews, how to deliver excellent customer service using social media, and more!

Guest Panelists 

Emi HartEmi Hart, Community Director at Yelp Hawaii
Emi Hart 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 that contains the combination of 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 more than 24 years of experience in the Hawaii hospitality industry, in sales, operations, marketing and public relations. He is currently the Sales & Marketing Director for Tiki’s Grill & Bar, a position he has held for 9 years. 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 is responsible for growing the Tiki’s brand and promoting the restaurant for parties and corporate group events. Michael enjoys spending time with his wife and traveling, sailing, gardening and cooking and playing with Kula their Airedale Terrier.


Asiana PoncianoAsiana Ponciano, Social Media Marketing Coordinator at Hawaiian Airlines
Asiana is the Social Media Marketing Specialist at Hawaiian Airlines, where she manages a social media community with over 300,000 members that spans across three countries. Prior to Hawaiian Airlines, Asiana worked for College Connections Hawaii, an educational non-profit located in Honolulu, where she helped develop their social media strategy. Asiana was born and raised in Honolulu and graduated from San Francisco State University with a degree in Journalism. During her time in San Francisco, Asiana freelanced for print and online publications. She also worked as an editorial assistant for an online video production company called Soma Girls TV and co-hosted a tech trends podcast called Girls Gone Geek. 


Mae RusselMae Russell, Marketing Manager at Aston Hotels & Resorts
Mae Russell is born and raised in Hawaii. She currently works for Aston Hotels & Resorts as their Corporate Marketing Manager. Mae graduated from Hawaii Pacific University with honors and received her BA in Public Relations. She moved to Las Vegas two weeks following graduation and then attended University of Phoenix, Nevada and graduated with honors receiving her Masters in Organizational Management. While in Las Vegas, Mae worked for large corporations learning a wide variety of marketing. She served as the Advertising, Special Events, Database and Direct Marketing Manager while employed at Fitzgeralds Casino. She also served as a Promotions & Special Events Manager for Station Casinos. One of the jobs she enjoyed the most was her last position working as the Marketing Manager at the Palms Casino & Resort.Mae lived in Las Vegas for 10 years and moved back to Hawaii a little over two years ago, so she could spend more time with family and friends. On her spare time, Mae enjoys snowboarding and skiing which she misses tremendously. Mae spends most of her free time with her mom, boyfriend and furry, four-legged daughter Mia, who is Mae’s 8 year old Lhasa Apso. She also enjoys trying new restaurants and feasting with family and friends. She believes in the saying “Live to Eat!”

Mae has over 15 years of experience in Marketing and has the eagerness to expand new horizons and meet new challenges.



$5.00 (early bird) until April 28, 2013
$10.00 after April 28 or at the door (credit cards only at the door)
FREE for Social Media Club professional members! (discount code will be emailed to you)


Fuller Hall at the YWCA of O‘ahu
1040 Richards Street, Honolulu, HI 96813


Networking: 5:30-6:00 p.m.
Panel Discussion: 6:00-7:00 p.m.
Questions: 7:00-7:30 p.m.

Food & Beverage | Thank you to Cafe Julia for being our venue sponsor!

Cafe Julia logo smallbeet salad_smallescargo_smallclams_small

Food and beverages will be available to order from Cafe Julia from their new Pau Hana menu. You can read about the new Pau Hana menu in Honolulu Magazine.
YWCA members receive 10% off Pau Hana menu!

You can join Cafe Julia online on Twitter and Facebook 


Parking on Richards Street and surrounding area is metered ($1.50/hour), but free after 6:00pm
Parking at ‘Iolani Palace is metered ($1.50/hour), but free after 6:00pm (gate closes at 11:00pm)

Mahalo to our event sponsors!

Laura Kinoshita

Hagadone Printing

Have questions about Online Reviews & Customer Service on Social Media: What You Need to Know? Contact Social Media Club Hawaii Chapter
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When & Where

Fuller Hall at Laniakea YWCA
1040 Richards St
Honolulu, HI 96813

Wednesday, May 8, 2013 from 5:30 PM to 7:30 PM (HST)

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Social Media Club Hawaii Chapter

Social Media Club Hawaii is one of over 300 local chapters of the international nonprofit, Social Media Club. The purpose of the club is to develop and share best practices in the use of social media and web 2.0 marketing and communication. This is a business-focused organization, supporting for profit and nonprofit organizations, as well as educational institutions.

Our meetings are open to the public and our goal is to educate, support, and network with those who are using social networks and creating customer conversations on the web.

We feature guest speakers at each event and maintain a mailing list to keep you informed of social web-related events and trends. Please visit our website to join our list. 


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Online Reviews & Customer Service on Social Media: What You Need to Know
Honolulu, HI Events Business

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