Georgen Hospitality Industry: SOCIAL MEDIA ROI

Georgen Hospitality Industry: SOCIAL MEDIA ROI: "1. What is meant by 'Social Media is not free'? access to social media is free but not everything: the company has to hire someone to manag..."

Mobile Marketing

Mobile marketing

View more presentations from Aude de Poulpiquet.

Ten ways to continue the conversation with customers

Today, I found this article really interesting as I am working in Hospitality. American Express Forum gave us the opportunity to think about the link between customers and us after a service or a purchase.

Actually, they give us some keys to maintain the contact with the customers.

In Hospitality, especially, it is really a plus to keep in touch with a guest. It is a way to make him loyal. When I was guest liaison at Pangkor Laut Resort in Malaysia, everyday we had to send "thanks letter" to guests. At the beginning it was the same letter for all of them, only the name of the guest was added and at the end we have decided to add in each letter a personal experience that they had. For example "Dear Mr Winston... We hope that you enjoyed your Spa Treatment and keep a memorable experience...".

I could say that every time we received an answer to this letter. Guest really enjoyed the fact that we still take care of them even if they left the hotel, to be sure that their return trip was safe.

In other words, in Hospitality, the service has to be memorable during the stay of the guest but also before their arrival and after. This is my vision of services.

Regarding the commercial point, it is also a way to make them loyal and to give them a reason to come back to our hotel.

Here is the article

Mid-Term Questions / Influence Marketing

Open publication - Free publishing - More sim

How the Four Seasons Hotel Palo Alto uses social media for customer service.

Today, this article retained my attention as it is rarely to read a customer experience in terms of social media than an essay on the way to use social media.

Effectively, in this article, Mr Thomas Marzano informed us regarding his customer experience in the Four Seasons Hotel Palo Alto after a tweet.

Before arriving to the hotel, je just expressed thanks to a tweet how much he was looking forward to relax at their spa and the hotel directly answered by a tweet, by asking him if they should make any reservation. Thomas Marzano had a great welcoming and tweeted everyday.

It is very nice to see that some hotels are concerned by social media and react immediately. In my mind, so many hotels are too late on this trend.

Four Seasons Hotel Palo Alto was very clever as this guest kept a memorable stay in their hotel. 

Hotels really have to work on social media and be everywhere on the Web. Guest are looking for attention and for them to see that the hotel is reactive is a positive point.

Here is the article

How can a hotel use Klout scores to improve customer communications?

Klout is a online software which permits to measure your influence online.

In other words, you could use it as a tool in terms of following and waking of your brand.

Indeed, it helps you to get an approach of the subscription of the internet users around your hotel and also the influence of your hotel on them.

This software permits you to ameliorate the online communication because you could refine the influence and increase the membership.

Starwood launches comprehensive online booking in Chinese

Starwood is conscientious about the importance of China by launching on their website the possibility to make reservation on Chinese.

It is a revolution as in general booking on hotel website is available in English, French, Spanish, and Italian but usually not in Asian language.

More than this possibility, Starwood opened the largest Customer Contact Center in China. They are the only one who provides 24- hour customer support, 365 days a year for its Chinese-speaking customers.

In my opinion, China will be by 2015 the world’s largest tourism market and it is obviously a necessity to take care of those actual and future customers by make their reservation and customer experience easy.

Starwood is one of the first ones who offer this type of possibility and it will be a plus for their Chinese market.

Chinese do not speak English for most of them, and they will appreciate the way that Starwood makes their life easier.

It is a really good initiative from Starwood !

Here is the article

Think Tank 2011

Think Tank 2011

View more presentations from audedep.