Lodging Interactive, a digital marketing and social media engagement agency exclusively servicing the hospitality industry, has developed a service aimed at preventing negative guest reviews from reaching social review sites such as TripAdvisor and Yelp. Launched last month, Social Voices by CoMMingle provides hospitality clients with 24/7 social listening and customer engagement services 365 days a year. By listening and monitoring various social media channels and proactively notifying hotel management when a situation needs to be addressed, hoteliers can dramatically reduce, if not eliminate, bad reviews.
"When people have a bad hotel experience today, they find comfort in venting about it through social media -- especially on Twitter," said DJ Vallauri, Lodging Interactive Founder and President. "If the hotel doesn't respond quick enough, or worse, doesn’t respond at all, guests may think that the property or the brand simply doesn't care. As hospitality professionals, hotel operators need to always be on the lookout for these types of situations and they need respond and address them immediately.”
To keep potentially negative situations from gaining traction and ending up on review sites like TripAdvisor, Lodging Interactive’s Social Voices service provides 24/7/365 always on social listening and customer engagement. The company’s "listening agents" become the eyes and ears of the hotel to ensure customer issues are addressed immediately before they escalate. The company believes being online and available 24/7 is key to providing superior social customer service in this constantly connected world we live in.
Recent industry research shows that 97% of all tweets directed at toward a brand go unanswered. The small percentage that do respond often reply too late in the engagement process, which can be hours or even days after the original tweet.
“Social customer care is the new call center,” Vallauri said. “Consumers are increasingly turning to social media to vent about or praise their hotel experiences."
● Social Listening & Monitoring
● Social Engagement
● Social Customer Care & Support
● Social Risk & Crisis Management
● Reputation Management
"Social Voices is not just about technology, it’s powered by people," he said. "Lodging interactive has made substantial investments in staffing the operation with USA-based listening agents and we’ve licensed leading social media monitoring technology platforms. When our people and technology are combined with our intellectual capital and CoMMingle experience, the result is a premiere service for hotels and guests alike.”
Case in Point: A hotel guest takes to his Twitter account to tweet that after three calls to housekeeping to request fresh towels and an hour of waiting -- no towels. That's not good PR for the hotel. Social Voices turns this poor customer service situation into a positive experience by contacting the hotel to alert them to the situation and acknowledging the guest via Twitter in minutes. The Social Voices team subsequently follows up with the guest to ensure the requested towels have been delivered.
“It’s this type of service today’s guests look for and appreciate," Vallauri said. "Just imagine the positive feeling the guest will have knowing that someone is following through on their request 24 hours a day.”
To learn more about Social Voices by CoMMingle and how the service can help you turn potentially negative guest experiences into positive social engagement visit www.SocialVoices.com
About Lodging Interactive
Lodging Interactive, headquartered in Parsippany, NJ, is a full-service digital marketing and social media engagement agency exclusively servicing the hospitality industry for more than a decade. The company provides a portfolio of effective hotel Internet marketing services to hundreds of hotels, resorts, ownership properties, spas and restaurants. Clients include branded hotels from nearly every major brand as well as prestigious, landmark independent hotels.
Through its CoMMingle Social Media Marketing Agency operating division, the company offers hospitality focused and fully managed outsourced hotel social media marketing customized solutions. In addition the company offers Social Voices, the hospitality industry’s first 24/7/365 day a year Social Customer Care service.
Lodging Interactive has been recognized as a leader by the International Academy of Visual Arts, Interactive Media Awards, Web Marketing Association and Travel Weekly’s Magellan Awards. It is a proud supporter of the Hotel Sales & Marketing Association International (HSMAI) and is a Preferred Vendor for Best Western International. Lodging Interactive is a member of the American Hotel & Lodging Association (AH&LA). For more information please contact us at firstname.lastname@example.org or at 877-291-4411 ext 701. The company’s website is located at www.LodgingInteractive.com.
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