Social Media – From Good to GreatAlex 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

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

Picture Perfect?

Get Personal

BEST WESTERN FICTION HOTELValentine’s Day in StyleCandlelit Dinner | Bed & Champagne Breakfast£99

Core blimey, that apple looks like an owl.

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,

How often do you ask your fans for their opinions?

Twitter

Who do you think is the best person to manage your

social media pages?

When the critics call…

When the critics call…41% of all those who complain to central

office are satisfied with an apology

When the critics call…Only 1.5% of complaints end in a

cash compensation

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)

Social rules of engagementRespond personally

Social rules of engagementRespond quickly

Social rules of engagementRespond sympathetically

Things are better when we’re together

Team Best Western Great Britain Hoteliers | Managers | Staff

(190 members and counting)

Content – Think like a News SourceComplaints – Think like a Guest

Connect – Think on Linkedin

Thank You