Social media – changing the way of customer service

In my first attempt at posting a blog, I discussed whether social media was a revenue channel or a channel for engagement.  Having now watched the comments come into our blog and spending some time going through our social media work with the marketing team, it’s led me to a different question; will social media take over the way in which we deal with customer queries and concerns?

We have certainly started been using the social media channels to manage customer feedback, since we launched our strategy midway through 2010.  At QHotels, we’ve achieved some real social media customer wins.  We’ve served coffee and Danish via Twitter in our conference hotel; Stratford Manor, we have managed to turn a potential issue into a raving post about Norton Park in Winchester and over half of our hotels are “recommended by TripAdvisor” as being recognised as a recommended hotel by their visitors.  Some of our hotels can also promote the newly launched “Bravo” badge which says that we are “excellent” in the face of many travellers.

It all leads me to think that we must be doing something right with our customer service ethos.  Not only when the customer stays and how we deal with them during their stay but equally when we respond to customers through the social media channels whether Twitter or TripAdvisor.  This is a testament to our Director of Operations; Vivien Sirotkin who not only manages to keep driving forward the standards of our hotels through all the metrics that we use, but was recently recognised in the top 100 ladies in hospitality and shortlisted in the Women 1st inaugural awards for a lifetime achievement award.   A massive achievement and certainly a woman I’m proud to have in my team.

Michael Purtill
Managing Director

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One Response to Social media – changing the way of customer service

  1. joanne egan says:

    An interesting concept as social media is very much going to be more than a marketing or PR tool in this industry! At Hotel Desk ( we have embraced social media into our conference and venue finding operations – see will some great results. Unfortunately many of our hotel and venue colleagues are slow of the mark and need to think out of the box with social media so it is great to hear that you are on the ball.

    Well done of your customer service – you certainly are doing something right and please encourage your individual hotels to link to and social media pages for real live conference enquiry business

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