Role of Social Media Marketing to Engage the Guest In this New Normal |
Posted: July 7, 2020 |
Most of us are maintaining social distancing and are working from home to cease the spread of the novel coronavirus. This is one of the most unprecedented times for industries everywhere, especially travel and hospitality. It is more important than ever that we stay connected to and build a strong bond with new customers and nurture old relationships. Hence, the strategy one makes during such highly-troubled moments of coronavirus pandemic play a vital role in attracting new customers. It is imperative to make sure that brand engagement should be empathetic and direct when interacting with customers as they may be reeling under the economic slowdown, a result of the global pandemic. When talking about social media, its very definition is focused around the concept of sharing, engaging, and networking. If we are just pushing the message out and not taking any action in return, then it's like having a mailbox and never reading the letters one receives. Not to forget, social media has guest service requests, concerns and accolades, and one should take advantage of it. Facebook alone has more active users than the population of some countries, and social media profiles are increasing rapidly. It is not hard to find stories of service recovery and customer success on social media platforms. At first, making social media marketing a part of ones' guest service process might look challenging and takes a lot of research and planning to get it right. To make it easier, the following are key things to consider in order to be successful: Community Happenings
Hotel Policies
Virtual Tour
FAQ It is of no surprise that hotels must be getting a lot of questions, so there is no better time than this to create a post and answer as many questions as one possibly can. It is now more crucial than ever to use social media platforms and hospitality solutions to amplify guest experience and to create awareness amongst the targeted audience. Every potential guest should be provided with reassurance that the hotel is doing everything possible for their safety. A company that has successfully done this is Accor. They used to welcome 630,000 guests every day across 5,000 hotels, pre pandemic and meeting their expectations can be an overwhelming challenge for any marketing leader. However, ever since Steven Taylor joined the company, not only have they exceeded these expectations but also changed what the brand meant to each guest across Accor's 39 Brands. So if one is wondering, how does he do that? What role has social media management played in communicating the new ACCOR and keeping the guest engaged during the pandemic? Then look no further, as RateGain is conducting a webinar on 'PERSPECTIVES WITH ACCOR' on Wednesday, July 8th 3:30 PM CEST| 9.30 AM EST. Come and join this fun webinar and get answers from Steven and listen to his perspective on social media marketing as he joins us for a fireside chat hosted by RateGain ®'s President for Americans, Chinmai Sharma.
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