It is pleasant to remark that some hotel truly understands the way of using the social media. There is only Four Seasons hotel groups to have this sense of customer service and attention even out of their establishment.
This week I’ve wrote that one of the Four Saison’s hotel answer quickly to a customer’s tweet who was saying that he was so exciting in being to the Four Saisons Hotel Palo Alto spa to relax after his long day. The hotel quickly replies to his tweet by proposing him to make a reservation.
In reading the article, I was amazed by the hotel’s reaction. That is what we can call “customer care”. They deliver unique service to this client; furthermore they enhance their host’s unique experiences.
Social media is not only a tool to promote and to communicate about the hotel. It is also a way of engagement and human being relation. I really like this approach of service. They create a real relationship by listening the customer’s need.
Miguel, I'm so glad to read that. I think that the biggest problem of hotels today is that they don't really understand the power and the importance of social media in their business. Talking about business, like every business, the main issue of the hospitality industry is to make money!! And even by doing social media most hotels just think in how they will do more profit, and I think that here is the main problem. Of course we are here to make money, but the purpose is about how to use social media to be different and more attractive thanatos competitors. Nowadays all is about relationships, and hotels have to build strong relationships with their customer, create a community around their brand and services, and that is what will bring benefits!!! I think hotels need to reconsider their view of social media in order to be more efficient.
ReplyDeleteOnce again, we can notice that most of hotels do not understand the value of social media. Most of them follow the social media's trend without nowing how to attract their costumers and potential costumers. unfortunately for them, if they don't share something valuable they will never increase their community. Social media is all about relationship. I'm agree with your point, hoteliers are only looking for profit, by doing so it will be extremely difficult for them to be successful.
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