How To Think Above and Beyond Customer Expectations with Social Media Marketing

Posted by AreMorch under Customer Service
From https://aremorch.com 1566 days ago
Made Hot by: NolanGreen on February 14, 2019 3:21 pm

Is the Hotel customer satisfied only because expectations are so low, and no one is doing better?

In today’s markets, it is not enough for Hotels to just satisfy the customer, you have to identify new ways to optimize and think above and beyond customer expectations. Even if your Hotels is 2-star, 3-star, 4-star or 5-star you have to stretch and search for that little extra that spark new emerging love with your customer.

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Comments

Written by lyceum
1559 days ago

Are: Thanks for the information!

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Written by lyceum
1559 days ago

Are: OK, so it is a mobile device? Then it sounds like more of an IoT gadget, than a regular physical button installed in the hotel room.

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Written by AreMorch
1559 days ago

At the moment it is a portable device employee can carry with them around in the Hotel. So yeah more an IoT gadget.

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Written by lyceum
1559 days ago

Are: I didn't know about this initiative. It is an important issue, and should be addressed in a rational way. I think a physical button seems a bit off, if you see how Internet of Things are developing.

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Written by AreMorch
1559 days ago

Yeah, the idea is that the button follows the team member. Harassment can happen anywhere. It can be both intended and unintended. Therefore I believe it is important with training, talks, and follow-ups. I worked once at a Hotel where we got some harassment claims. And it was for sure a difficult process to be part of. The #MeToo movement has shed new lights on this, and it is helping us put in place important measurements that can help us take more proactive actions.

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Written by lyceum
1561 days ago

Are: Good to hear! Don't press the red button! ;)

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Written by AreMorch
1559 days ago

Hah.. Hilton started an initiative to address harassment. Now they are looking to install the 'Panic' button at 20000 Hotels within 2 years. It is a start to address a very important issue. Hopefully, Hotels back it up with training, talks, and follow-ups. Still too early in the process to tell if it has been effective. And it is a bureaucratic process that takes more time than I believe it should.

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Written by lyceum
1562 days ago

Are: Thanks for your detailed answer! Do you think the marketing budget for new media activities will increase in the near future?

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Written by AreMorch
1561 days ago

To put it this way they will have to. Technology, tools, and services in general offered to Hotels are adapting to new media. Yesterday's technology is outdated, and very soon there is no one left to service the 'old tech', or the service will be 100x more expensive than what reinvestment in new tech and media will cost. We want to help as many Hotels as possible during this transition. And the beauty when Hotel starts to understand and use new media effective it will be more cost effective than they could imagine. Hotels are a little stubborn and traditional so it is a process getting them onboard with all the changes we see coming now. Many Hotels is now required to install 'Panic' buttons and we see the same there they tend to put it off. But I still love the industry :)

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Written by lyceum
1563 days ago

Are: Thanks for the information. How much are the personel spending on compliance routines and other administrative work, compared with outreach and new media activities?

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Written by AreMorch
1562 days ago

Hi, Martin.

Good question. It varies depending on the size of the Hotel.

We usually classify Hotels in different Tiers.

Tier 1: Less than 50 rooms

Tier 2: 50 - 200 room

Tier 3: 200 room+

There are also other classifications that come in places; demographics, location, franchise, chain, star rating and segments (budget - luxury etc.).

For Tier 1 SMM budget can be $500-1000 per month we somewhat see this in connection with Revenue Per Available Room.

Tier 2: $1000-5000

Tier 3: $5000+

At times we can work with management companies that have a different variety of Hotels in their portfolio. So there will be times that require some flexibility.

Cheers..

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Written by lyceum
1563 days ago

Are: Do you know if the management of hotels are doing benchmarking studies on other industries, regarding customer expectations and new media marketing?

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Written by AreMorch
1563 days ago

Hi, Martin. A lot of the benchmark studies we receive is typically initiated by the Hotel Industry itself. Hotels that don't have proper knowledge of the local community and their surroundings for sure are in trouble. I was at an event last year in New York where talked with several vendors. There is no lack of information, tools, and technology available today. The biggest challenge is in the front end getting Hotels to take advantage of this. Lack of time, resources and budget are among the most common circumstances that Hotels bring up that prevent them from taking the next steps..

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