Social Media & the Hospitality Industry - 0 views
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kfern174 on 22 Feb 21Social media has changed how businesses interact with consumers and it has become almost essential for companies to use social media to remain competitive with other companies. There are advantages for this including "humanizing" companies and almost tricking the customer into perceiving the interaction as friendship rather than a company wanting to just sell you something. This is evident with certain companies like Wendy's or other fast food engaging in banter on twitter or sharing memes. Companies also use promotions on their social media and offer discounts and reward their customers by linking or tagging the businesses on their account. And as more people share their life, they are more likely to write free reviews on their accounts either to help their friends or because they feel an inflated sense of importance. Customer service can also sometimes be conducted on socials which provides a personal touch and it behooves them to "set it right" because it is public, garnering trust from current or prospective customers.
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