Hotels use a variety of social media tools to stay fully connected with their customers. For hotels to maximize their business, it is crucial to build and create lasting relationships with their customers. The social media world has opened up many doors to have constant communication and to bring them closer to customers.
Specifically looking at the hotel industry, the need to differentiate yourself using social media tools has never been greater. Each hotel must find what makes them special and unique and work off that angle to keep returning customers and seek new potential customers. It is important to note that cross posting can often be frowned upon in the social media world and each platform is used for different things.
The Facebook page often posts statuses about the hotel. Followers of the page respond to the posts and it creates a place for customers to have conversation with the hotel. People share their likes and dislikes and anyone can see what is being said. Often times there is a direct link to make reservations on the Facebook page that takes you to the hotel website.
Twitter is another free, real time tool for staying in touch with your customers. It is for getting your message out quickly and efficiently. It is mainly used in the hotel industry to update customers on specials and events going on at the hotel. Customers can also, for example, contact hotel reservations to change bookings. Twitter is beneficial for reservations because the customer can communicate with the hotel without being put on hold or spending any money and get an instant response.
Instagram is a platform for the hotel to put up pictures of events going on and pictures of the hotel.
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