Hoteliers must make their customer response service “social”
Hotels must respond to what is being said about them in social media circles, which is where common ideas about hotels are being created. They can also take advantage of some unique branding opportunities.
First, all lines of customer communication must not be contradictory in the information and answers to questions they provide. That way, clients always get the most accurate information. Make a list of the most regular questions asked via the hotel website and other online presence, and make sure everyone has the same answers.
Second, be open to customers talking about the hotel on social media – and be quick to respond. Third, if some of the tweeting and social media exchanges start to get out of hand, take them offline and resolve them by phone.
[pictured: room detail, Radisson Blu Hotel Olümpia, Tallinn]