Business as usual no longer applies to marketing, sales, or customer service in the age of social media. Jeff Bullas found that 72 percent of all internet users are currently participating in some kind of social media. As the old adage goes, “if you don’t have a social network profile, you may as well not exist.” The adage is true even for lodging establishments. You need to interact with people on social media sites like Facebook, Twitter, and Instagram if you want them to be interested in staying at your hotel and if you want them to spread the word. 85% of customers anticipate that companies will be active on social media; if you want to stay on the radar of potential visitors, you must use these channels. Forbes found that 82% of individuals are more likely to do business with a firm that has a presence on social media. Here are several ways in which hotels might benefit from establishing an online presence on social media.
The Provision of Exemplary Customer Service
Managing customer complaints effectively may have a significant impact on consumers’ perceptions of your organisation. Guests now have a direct channel to voice any concerns or queries they may have to a business thanks to social media. Nearly three-quarters (73%) of US marketers say response management is very important to their businesses. About half of all tweets asking inquiries are ignored. Gain an edge over the competition by being the first to reply to client feedback posted on your sites. Since your answer will be seen to everyone, you should put in as much effort as possible to ensure that it is accurate and comprehensive. Guests will feel more connected to your hotel and your brand if they know they can quickly get in touch with you.
Promoting products through social media sharing
In today’s digital age, everyone has a camera in their pocket and a story to tell. Guests’ desire to broadcast their every move can be used for hotel advertising. Ask hotel visitors to share their photos from their stay on your hotel’s Facebook page. Guests may verify their current position with each new post thanks to GeoTagging. Webbed Feet found that 52% of travellers were influenced by their friends’ trip images. When it comes to marketing your hotel, word of mouth will be your most powerful tool. BarnRaisers found that 92 percent of respondents trusted recommendations from friends and family more than they did from brands.
Contests and promotions for your hotels are a great way to get to know your visitors and engage them. Customers that participate in your surveys can receive special offers. The information gleaned from these surveys can be used to tailor services to the preferences of future visitors. Hashtags may also be used to improve the connectivity of an existing network. There are hotels that hold photo contests where visitors may win prizes for submitting the finest photos they took while staying there.
A business that doesn’t embrace social media risks alienating a huge portion of the population; there are more than 2 billion individuals in the globe who have social network profiles. Many customers prefer to deal with actual people rather than faceless computers. Life can only be shown by direct, human reactions to client inquiries, weekly or monthly incentives, and regularly updated social media accounts. Only businesses that can demonstrate a deep familiarity with their social network’s user base will succeed.