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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. |
Mr. Wu describes the honor of receiving the Andy Pongco award, presented to an up an coming young concierge who has shown leadership and commitment in their role. Andy Pongco was a former International President of U.I.C.H. and was known for always exceeding both guest and colleague expectations at a very young age.
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