Most hoteliers these days seem well aware of the importance of managing their online reputations by monitoring social media postings and online guest reviews. However many are neglecting the reputations they are making every day based on their agents performance on their “voice” channels.
Although it can be argued that many more people will read an online review or social media message, those who make the effort to call the hotel directly either already are “customers” or are “hot prospects” seeking to become one.
via Hotels Should Manage Their ‘Voice’ Reputations. – Tuesday, 17th June 2014 at 4Hoteliers.
