Hyatt Extends Hospitality to the Internet With @HyattConcierge
Marissa Brassfield — July 17, 2009 — World
The Hyatt chain of hotels is recognizing the power of Twitter in the hospitality industry by extending its Hyatt Concierge services to the microblogging service with @HyattConcierge.
Guests and former guests simply follow @HyattConcierge and coordinate details of their stay, ask questions and resolve issues using Hyatt Concierge's Twitter account.
We've seen a number of ways in which businesses and organizations successfully harness Twitter for good. Check out some of my favorites below.
Implications - Convenience and speed are two aspects of customer service that most people expect. Due to the growing prevalence of social network-activated phones and gadgets, businesses should use platforms like Twitter and Facebook to directly interface with their customers, leaving them with the most straightforward and pleasant interaction possible.
Guests and former guests simply follow @HyattConcierge and coordinate details of their stay, ask questions and resolve issues using Hyatt Concierge's Twitter account.
We've seen a number of ways in which businesses and organizations successfully harness Twitter for good. Check out some of my favorites below.
Implications - Convenience and speed are two aspects of customer service that most people expect. Due to the growing prevalence of social network-activated phones and gadgets, businesses should use platforms like Twitter and Facebook to directly interface with their customers, leaving them with the most straightforward and pleasant interaction possible.
Trend Themes
1. Twitter Concierges - The trend of using Twitter to provide customer services directly and quickly to users.
2. Social Media Customer Service - The trend of using social media platforms like Twitter and Facebook to provide customer service in real-time, enhancing convenience and speed for customers.
3. Remote Customer Service - The trend of offering customer service remotely, allowing customers to connect with businesses from anywhere and at any time.
Industry Implications
1. Hospitality - The hospitality industry can leverage Twitter as a customer service channel to offer on-demand support and promote direct interaction with guests.
2. Travel - Using Twitter to offer on-the-go customer service and support for travelers can improve their experience, keep them informed and drive loyalty.
3. Retail - Retailers can use Twitter to quickly respond to customer concerns and provide personalized recommendations, and also to track trends and analyze customer feedback.
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