Essentials for how to actively listen, respond and engage on Twitter:
Introduction: You’ve done what you were supposed to do — set up your hotel’s Facebook page, picked out a Twitter handle, drafted personal responses to guest reviews on various sites (or paid someone to do it) — at the same time you’ve laid out clear procedures and practices on how to truly exceed in delivering customer service onsite to your guests, when they dial into your reservations line or call your front desk to discuss an issue with their room.
So why is this no longer enough to ensure your online reputation remains intact in an industry with no shortage of competition?
A distinct shift is taking place in the realms of customer service and social media. What was once an optional endeavor for hotels, social media has rapidly become a necessity — but not as the marketing tool of yester year.
Social Media, specifically Twitter, is the first stop for millennials, Generation Z, connected individuals and the general public to air their grievances, look for an answer to their questions or seek the personalized service that previous generations would expect to find when calling a customer service line.