Customer experience is key. While this can be said of any business, it’s especially true within the travel and hospitality industry. Travelers turn to social media throughout every step of the their journey, from start to finish. For hospitality brands—hotels especially—your work starts even before a trip is booked.
This industry relies heavily on word-of-mouth marketing, most of which takes place online nowadays. But by not being involved in those conversations, you’re taking a big risk. A 2013 Nielsen survey found that of those who used social media to research travel plans, only 48% stuck with their original plans—33% switched hotels…
