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How Holiday World Uses Social to Delight Roller Coaster Fans

Authors: GiniRoberts Paula Werne
Posted Under: Social Pros Podcast
Hosted By

Daniel Lemin

Convince & Convert

Hannah Tooker


Leanna Pham

Convince & Convert
About Social Pros Podcast:

Social Pros is one of the longest-running marketing podcasts in existence (10 YEARS and counting), and was recently recognized as the #1 Audio/Podcast Series by the Content Marketing Awards.

Our purpose? Making sure that we speak to real people doing real work in social media.

Listeners get inside stories and behind-the-scenes secrets about how teams at companies like Google, Reddit, Glossier, Zillow, Lyft, Marvel, and dozens more, staff, operate, and measure their social media programs.  With 600+ episodes, the Social Pros Podcast brings the humanity of social media to the forefront, while providing incredibly useful marketing strategies that listeners can immediately implement.

Follow Social Pros on LinkedIn.

To inquire about becoming a guest or show sponsor, please email our Executive Producer, Leanna Pham, at

Apple Podcast Reviews:

The Social Pros podcast has quickly become a favorite in my feed! I'm consistently impressed by the engaging conversations, insightful content, and actionable ideas. I truly learn something every time I listen!

@Arlie K

This is absolutely an awesome listen for anyone in communications or social media!!


This podcast has become one of my staple weekly podcasts for learning about marketing! Love the conversations that they have and it's always enjoyable and educational!


Love the podcast - informative, in depth and spot on for any business size.


Paula Werne, Director of Communications at Holiday World and Splashin’ Safari, joins the Social Pros Podcast to discuss responding to customers via social.


The Value of Responding to Customers

Whether executed through paid ads, live video, or the ever-evolving world of content marketing, social is a tried and true way to reach your audience. While businesses have embraced social as a marketing channel, it’s also a way for customers to reach your business. A successful social strategy is about connecting with your audience, and this means responding to customers.
Whether they are looking for support, answers, troubleshooting, or even paying a compliment, when your customers reach out to you through social media, they are looking to be heard. As Paula Werne says, the most important thing is that you show them that you’re listening.
Whenever someone reaches out to you, it is imperative that you respond. Responding to customers is one of the most valuable things you can do with your business’ social, whether you are responding with a solution or simply letting them know that you see their comment and are looking into it. When customers know they are heard and feel cared for, loyalty has room to grow.

In This Episode

  • How Holiday World created a talk trigger with free sodas.
  • How to use Facebook to give real-time updates.
  • How to find user-generated content.
  • How to manage year-round social for a seasonal product.
  • Why any avenue for marketing can become a channel for customer service.
  • Why responding to customers is a critical aspect of social.

Quotes From This Episode

“First impressions are so important.” — Paula Werne
“We try to help our employees understand how important it is to treat people right because they’re building memories that they’re going to treasure for the rest of their lives.” — Paula Werne
“People communicate how they want to communicate.” — Paula Werne


See you next week!

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