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Social Media – From Good to Great Alex Willmott

Social Media – From Good to Great Alex Willmott. How many of you started your career in hotels to become an expert in Social Media?. Engage Properly. “Because of Social Media, every hotel is now a TV station, digital magazine, and news source.” www.convinceandconvert.com.

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Social Media – From Good to Great Alex Willmott

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  1. Social Media – From Good to GreatAlex Willmott

  2. How many of you started your career in hotels to become an expert in Social Media?

  3. Engage Properly “Because of Social Media, every hotel is now a TV station, digital magazine, and news source.” www.convinceandconvert.com

  4. Listening Experts Focus on how to be social, not on how to do social

  5. Picture Perfect?

  6. Get Personal

  7. BEST WESTERN FICTION HOTEL Valentine’s Day in Style Candlelit Dinner | Bed & Champagne Breakfast £99

  8. Core blimey, that apple looks like an owl.

  9. It’s not about us… Social media changes the relationship between companies and customers from master and servant, to peer to peer. - Jay Baer Digital Marketing Strategist,

  10. How often do you ask your fans for their opinions?

  11. Twitter

  12. Who do you think is the best person to manage your social media pages?

  13. When the critics call…

  14. When the critics call… 41% of all those who complain to central office are satisfied with an apology

  15. When the critics call… Only 1.5% of complaints end in a cash compensation

  16. Times have Changed • 24% expect a reply within 30 minutes. • 32% expect a response within 30 minutes. • 42% expect a response within 60 minutes. • 57% expect the same response time at night and on weekends as during normal business hours. • - The Social Habit (National Customer Review)

  17. Social rules of engagement Respond personally

  18. Social rules of engagement Respond quickly

  19. Social rules of engagement Respond sympathetically

  20. Things are better when we’re together Team Best Western Great Britain Hoteliers | Managers | Staff (190 members and counting)

  21. Content – Think like a News SourceComplaints – Think like a GuestConnect – Think on Linkedin

  22. Thank You

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