42% of Consumers Expect a Response within One Hour. Are You Even Listening?
Customer service and the way your guests reach out is changing. Are you tuned in to where the conversations are taking place? Or are you waiting by a phone that isn't ringing?
Simply having a presence on social media isn't enough anymore -- having a strong, consistent presence to handle requests, complaints, questions and kudos is what guests and consumers expect and they expect it now. Guests are doing more than calling or emailing your property to ask questions and they are going beyond sharing their stay experience on established review sites. A brand's online responsibility is much greater than picking up the phone, browsing your inbox and responding to reviews to keep your guests happy and your online reputation in check.
"Consumers want to feel engaged with your hotel and they expect that when they have an issue, it will be addressed and resolved quickly and amicably over social media channels," said DJ Vallauri, Lodging Interactive founder and president. "Studies show that those who use the social channels to vent their frustration expect to have a bigger voice than those who use traditional complaint-resolution processes. In most cases, the people complaining on social media are doing so because the company already failed to satisfy them using one or more of the traditional customer service channels."
More details at hospitalitynet.org