4. Facebook The hotel has itsownFacebook page wherecustomerscanaddcomments and sharetheirexperience. It provides insights of more specificoperations and event.
5. ISSUES How to enhancecustomer engagement? How to capitalize on positive impression? How to correct negativecomments?
6. How to enhancecustomer engagement? Focus on Retention and loyal active online customers Advocacy: These clients are the best ambassadors. Give them incentive to be more active and to share impressions on their Twitter or Facebook, to post photos they may have made, etc… Organize online contests and promote online operationswithprizesrelated to yourhotel ( spa, etc.)
7. How to capitalize on positive impression? Understand the communication style of yourtarget (Frompastcomments) and use the guestsownwords on yourwebsitesothatyoucreateharmonybetweenyou and them. Thank people for sharing their positive impression and insist on the fact the hotelislookingforward to welcomingthemagain.
