The hotel Le Meurice is using social touchpoints

Anissa Kharbachi MBA2A

Touchpoints in which they are active on

• the reservation process

• Feedbacks• arrival and curbside

baggage check-in• ticket counter

interactions• gate interactions• in-flight care• destination greetings

• They are present on many social media and OTA , such as Facebook, Twitter, Pinterest…

• Social media is the best tool to deliver the hotel's content / storytelling as people are always connected to see what happens and share their experiences.

Le Meurice Helps customers to make a gift

• Le Meurice helps customers to make a gift by giving them te opportunity to send a personalized eGift Card through their website.

• https://dorchestercollection.cashstar.com/

• This card allow them to offer a luxurious stay, in aniconic hotels. In roder to be sure of delighting customers friend or family with a truly memorable gift. Indeed it’s easy to make the eGift Card personal and special.

• This allows Le Meurice to build a long-term customer loyalty, total customer satisfaction, and Customer WOW.

Le Meurice helps you to create the perfect reception

The Spa, helps you to relax

Trip adivors, customers complaints

Bad comment Response

What is the general response time ?

• For each bad comment, the General Manager take the time to respond. She thanks the customers for the feedback and sounds like she is very concerns about the issue and apologies personnaly.

• She is generally fast to repond to each comment approximatly on the same week.

• sometime she offers gifts and humanize the comment.• In addition to that, the social media (twitter, facebook

page…) is regularly updated

Hotel Le Meurice has an H2H approach

• Use of "Less is more“ and “give, give, give…”• Indeed they have a quick response to customers

comments with a high quality of responses• Use a lot of pictures in their website• The General Manager shows its concerns of the

hotel in take into consideration their customers'opinion.

• They both appreciate bad comments and good ones. They consider them as constructive

How do I know

• Because they resolve issues, nurture the customer relationship, and ensure that guests value their experience at the highest level.

• They also trained and motivated employees who act from a personal commitment to achieving the company’s goals and values.”

• They try to fix problems and complaints• They give the opportunity to take someone else’s

moment of misery and turn it into a moment of magic.

Advises

• The responses should be more personalized. • They should uptdate the official website

which is very classic and give information to the customers about the daily life at the hotel, the activities in the city.

• They also should add a lot of pictures...• The hotel should help the customer in a

more efficient way and communicate about it