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Beyond listening: 3 ways to be more responsive to social media feedback
Josiah MacKenzie, Founder, Gradigio Group If I tell you something, the only way I can be sure you heard it is if you respond. Whether we're sharing information or making a request, we need some type of confirmation to know the communication has been received. It's no different for people interacting with hotels online. Listening serves as a prerequisite for any program designed to improve customer satisfaction, but it cannot end there. How would you feel if, when you ask someone for a request, they simply listened to you - then went on with their day? The speed and quality of your response will determine the guest's level of satisfaction with the service you provide. In this article, I explore how this looks for hoteliers today: the process of responding to guest feedback directly, and often, publicly. Read more. |
Ms. Mills talks about what it is like to lead the world's largest concierge team of 61 concierges who handle 1600-2000 phone calls a day. As President of Les Clefs d'Or USA , she noted today's guest expectations for global connections and how the concierge has the power to roll our the red carpet in personal ways for each guest. Ms. Mills and her USA colleagues in Las Vegas will also host the Les Clefs d'Or Pan American Congress in April, featuring concierges from all the Americas.
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