The new era of guest service isn’t just coming - it’s already here

The future of guest engagement is predominantly informed by word-of-mouth marketing shared across digital mediums

Jan 13, 2023

As brand recognition and reputation are continuously correlated with a hotel’s online presence, negative word-of-mouth and a lack of guest loyalty have the power to completely derail a brand’s trajectory.

Key takeaways

  • Social media is a direct line of communication to the modern guest;
  • The first step towards a guest-centric business model is redefining social media from a responsibility to an opportunity;
  • Social media provides brands with more coverage and opportunities to engage than ever before, with guests comfortable to participate, because it is their domain.

Get the full story at Brian Solis

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