Submitted by peek
on Fri, 05/04/2012 - 9:27am
Passengers and guests are increasingly looking beyond traditional channels for support and are using social media to connect and talk about airlines, hotels and other form of travel companies. As social media continues to alter the manner in which customer engagement was traditionally done, travel and hospitality companies are beginning to leverage the power of popular social channels like Facebook, Twitter and others.
Do You have a Social Concierge? The title "social concierge" catches attention. Since over 30% of hotel searches are now done over mobile devices, a dedicated "Socially Connected" hotel representative to serve these connected customers is crucial for attracting new customers as well as retaining them and for quick response to questions and comments.
In our new Real-Time World, customer service or social concierge is very much expected, especially for in the travel and hospitality companies. My internal studies show the social conversations related to key travel and hospitality brands will be almost equal to the amount of calls they receive over a call center or a customer service desk by end of 2012. The increase volume must be needs to be addressed as we can no longer depend on the "way its been done in the past strategy with internal marketing teams or agencies to do it alone.
Strongly consider engaging specialists in the customer service domain to set-up and manage a social concierge that monitors and addresses’ all social conversations while keeping in mind the local sensitivity and maintaining good turn-around times.