Many businesses in the hospitality industry heavily rely on reviews, referrals, and word of mouth. This makes social media a convenient and mostly a free marketing companion. Hotels and other hospitality businesses use social media outlets to capture attention of travelers and future potential guests. There are many ways to utilize social media for customer satisfaction and keeping customers engaged.
Using social media platforms like Facebook, Instagram, Twitter, etc. have moved passed the peer-to-peer stage. Now businesses utilize the platforms to create a closer relationship with consumers and guests including commenting back, liking, reposting and more. The best part about the change in marketing tactics is that direct mail and social media are both relevant. Unfortunately for direct mail, social media is WAY cheaper. The internet can reach a more vast audience or a very specific demographic, depending on who the business wants to target. Plus, tracking and analyzing data from your online reach is much more accurate as well. Each platform, if you have a business profile or page, has insights and data readily available to each organic and paid post/ad. This option should be taken advantage of in order to understand how your customers and clients want to be approached. Learn about when they’re online, which posts are more engaged with, what kind of posts they interact with more, etc. The options for improving skyrocket with all of this free data. It’s FREE, people!
Customer Relationship Management
When it comes to customers and what they need, those analytics we mentioned just now will also improve the way you engage with them. Customers want to be responded to, or at least recognized when they comment or ask question. Depending on the size of your company, you should at least be liking comments and even responding with a quick “Thanks!”. Come on, it’s the least you can do for someone who is saying something good about you, right? You wouldn’t just walk past a person saying to you, “You’re awesome! I appreciate you!”. Customer responses and reviews are generally a lot more transparent online, in turn allowing the hospitality to quickly engage and update products/services for quick improvements, paying off big time in the long run.
A good reputation is one of the toughest things to maintain and one of the easiest things to ruin. If you have a high end luxury hotel for example, you want to make sure that you’re using social media platforms to build ongoing relationships with customers and clients. The convenience of these platforms makes it easy to upkeep the company’s brand awareness. Brand management is now more convenient than ever, thanks to social media and the internet in general. Yes, word of mouth is still a huge resource, which is why responding to reviews, complaints, and concerns is crucial. A couple that finds out about your high-end hotel through social media will also comment and review the hotel through the same platform. Consumers want problems and issues to be addressed quickly and if they’re not, the hotel’s Twitter and Facebook audience will know all about it.
If you want to learn more on how to use social media to give your business that much needed boost, we can help you. Click here to schedule a Complimentary Brand Consultation.