Are Social Rewards a fad or new CRM/loyalty approaches?`

Social CRM

Pros Cons- Entertaining and addictive- Creates new guests seems to

target a larger public in order to meet the reality of the market

- Takes in consideration the loss of one guest as the loss of a potential market

- A more social and personalised approach

- Enhances the guest’s engagement

- Linked to the new technology not all the phones are smartphones

- Very casual - Demands to be pro active- Lack of control for hoteliers- Not really spread yet- No physical approach- Limited opportunies to develop

the concept

As a conclusion, we can say social rewards needs to be confirmed and better controled in order to engage further guests and touch not only guest as individuals but as social commnuities.For instance, when you are using four square, you can just check in by taking a picture of you inside the lobby or in the hotel to prove that you really checked in in this specific place.In terms of Customer Relationship Management, you need to consider that each individual is more than a simple individual, it represents its community.