How To Make Hotel Pre-stay Story boost Social Storyboard
For Hotels today there are three primary ways to engage with customers that will add value to their customer experience.
Pre-stay: This is the critical stage where customers are influenced and ideas are implemented that will trigger a need for Hotel reservation.
During-the-stay: In this stage the customers are considered a guest and your duties as a host is to meet and exceed their expectations.
Post-stay: This stage is direct reflection of what happens in the Pre-stay and During-the-stay stages. If your Hotel meets expectations the guest might come back again. Today customers and guest are more open to shifting their Hotel preference than any other time in the Hotel history. So the key is to exceed their expectations. That is not only when the likelihood of their returning will increase, but also that they will share their experience with their Social Network.
Your Hotels Social Storyboard needs to address all stages and identify key trigger reference points.
During the Pre-stay, there are three primary tasks Hotels need to focus on:
- Listening: also known as Reputation Management, is the process of identifying and assessing what is being said about a company, individual, product or brand on the Internet.
- Awareness: involves recognizing others’ feelings and knowing how and when to assist others. Learn to show respect for and understand others’ perspectives, emotional states and needs.
- Response: Social customers now expect your Hotel to be present and responsive across Social Media—42% percent expect a response in just one hour. And if you disappoint, watch out! 15% of Social customers will abandon your Hotel after one negative service experience—40% after two.
To win, you need to go beyond just meeting customer expectations and exceed them.
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