Noble House Hotels & Resorts: Success Stories on Maintaining Customer Service Standards Utilizing Social Media
Sean Mullen, chief sales and marketing officer at Noble House Hotels and Resorts, discusses social media and customer service.
By Sean Mullen Chief Sales & Marketing Officer , Noble House Hotels & Resorts | April 22, 2012
For decades, technology and the Internet were "changing" the world. At Noble House Hotels & Resorts we believe it has already changed.
Social media has entirely transformed the way we live, through relationships, business, consumption, communication, and most importantly to us – decision making in travel and customer service.
According to Mashable, 77% of consumers said they interact with a brand on Facebook primarily through reading posts and updates from the brands.
According to a National Restaurant Association survey, consumers who use social media, including apps, Twitter, Facebook, Foursquare, UrbanSpoon, etc., not only dine out more, but are more likely to become return customers.
According to Graphic Design Blog, there are 206.2 million Internet users in the U.S. That means 71.2% of the U.S. web audience is on Facebook.
In recent years, we've drastically shifted our marketing spend, as have many hospitality companies, from print and direct mail to social media, digital and public relations. We've always believed in digital exposure and public relations, but with the changes in the economy, we feel Noble House was at the forefront in shifting marketing dollars.
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