Twitter Your Hotels Customer Service Channel
I had some friends in my Network that recently raised some concerns about their Hotel Experience. My friends shared similar stories where the Hotel has missed out on some great opportunities to regain themselves.
Learn how your Hotel can use Twitter as a Customer Service Channel and leave a lasting impact with your guests.
1. Your Twitter Mirror
Be a reflection of the Hotel Experience you want your Customer to have.
This is the kind of stuff @StandardHwood does on its down time. Thanks @harpersbazaarus @angelalindvall @takashipom! pic.twitter.com/IubiXsvUFW
— Stan D'Arde (@StanDarde) November 5, 2013
Thte Standard Culture represent a thought provocative Hotel Shift. It brings the Customer Experience to a New Level. It is like The Matrix of Hotels.
Have your Hotel created a Calendar from your Guests feedback? Maybe your Hotel will create a new Tweet Style?
2. Go for Tweet Touchdown
Your Hotels Twitter Impacts comes from a Collaborative effort.
Set up the play.
This exotic lobby can be seen in one of our hotels off the coast of #Africa. Can you guess the hotel? #FridayFun pic.twitter.com/x4shYQrMwx
— Starwood Hotels (@StarwoodBuzz) January 3, 2014
How many plays will it take for a Tweet Touchdown?
Which desirable area has fewer visitors in a year than Hawaii does in 10 days? French Polynesia! Book today: http://t.co/jh1gj287gQ
— Starwood Hotels (@StarwoodBuzz) January 4, 2014
@StarWoodBuzz Twitter team is winning the TweetBowl. They have a built a Relationship Platform that Surprise and Delight. Will your Hotel do the same?
3. How to handle a Concern within 140 Characters
Listen – Respond – Act
@StarwoodBuzz trying to reconfirm a resv for later this week, reservations sent me to call the hotel directly, and they can't be reached
— Lili T (@Lilliputian818) January 7, 2014
@Lilliputian818 Can you please follow us so we can DM you?
— Starwood Hotels (@StarwoodBuzz) January 7, 2014
@StarwoodBuzz Just did – check DM – thank you for offering to help. #smiles
— Lili T (@Lilliputian818) January 7, 2014
If a Hotel Guest raises a concern through Twitter, then provide the appropriate response also through Twitter. @StarWoodBuzz shows us here how it can be done.
Always start to follow the guest, and then provide a proper request to follow your Hotel on Twitter. This way you can share information via Twitter Direct Messaging.
4. Enjoy the ride
When you Listen, Respond and Act then your Guest will share their experiences with their Network. Then you have to be able to be Receptive.
TY! Enjoy the rest of your stay RT @AshleyUnder Ahhh super nice place! #love #happy #bedtime #dreams @FSStLouis Hotel http://t.co/OM9mfE8GfA
— Four Seasons Hotels (@FourSeasons) January 8, 2014
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About the author
Are Morch is the founder and owner of Are Morch – Hotel Marketing Coach. Get more from Are on Facebook | Twitter | LinkedIn | Pinterest | Instagram| Podcast
