online social touchpoints

ONLINE SOCIAL TOUCHPOINTS

DIGITAL MARKETING FOR HOSPITALITY #MBA2B

ACTIVE ONLINE TOUCHPOINTS

Praktik Rambla Barcelona has all the active online social touchpoints.

Apart from CONTACT section on hotelpraktikrambla.com,

the hotel also has Facebook, Instagram, Pinterest, Twitter, Flickr

and Tripadvisor.

FACEBOOK PAGE

INSTAGRAM

PINTEREST

TRIPADVISOR

TWITTER

WHAT ARE ON THE TOUCHPOINTS

• Questions: booking confirmation, hotel's general service, Partnership and marketing . . .

• Complaints: size of rooms, limited service, noise, staff behavior . . .

On social networks like Facebook and Twitter, most of questions are responded within one day which shows an effective

community management of the hotel. However, the hotel is not active enough on Tripadvisor as some comments are still not

replied since the year before.

RESPONSE TIME

H2H APPROACH

The hotel always has H2H approach when communicate with existing or potential customers.

Followings are some keys that show the hotel's H2H:

• friendly way of responding to questions, sometimes with a smiley

• wish good luck for participant in hotel activity• give recommendations without pushing sales• ensure customers' problems are well solved

(see examples in the following pages)

H2H APPROACH

H2H APPROACH

H2H APPROACH

H2H APPROACH

RECOMMENDATIONS

The hotel already does well on social networks in showing interest and concerns in customers' comments, reviews and questions.

However, as mentioned, the hotel can be more active on Tripadvisor because it is the website that most travelers would surf in the beginning of their research for a hotel.

Especially negative reviews that the hotel can use the opportunity to clarify the problems and encourage unhappy customers to come back.

RECOMMENDATIONS

The hotel should not emphasize the status of 3-star hotel to comments about limited service. It just makes customers feel like there is nothing to do with them.

Recommendations and helps should be provided as necessary.

For example, if a customer complains about no laundry service,the hotel can point out where customers can have the service nearby instead of just giving a plain apology.

Going beyond expectation and having extra mind is the key to win the heart of customers in hospitality.

Moreover, the hotel can do better in online community by sharing more contents about travelling or some other topics that are related. For example, tips for travelling in Barcelona, some festivals or activities

that travelers should not miss in the city.

It will attract more audience, not only people who are looking for hotels.

The hotel already has a unique characteristic and style so we can humanize the brand and make it more livelier.

RECOMMENDATIONS

THANK YOU FOR READING!

• SIRINAPA K.• EMAIL: mlleskhemasiri@gmail.com• BLOG: http://rmbysirinapa.blogspot.fr/