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
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.
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