The article refers to more traditional customer loyalty, but could easily apply to hotel loyalty. In regards to offering social media, "several other techniques are far more likely to resonate with consumers and encourage them to do repeat business with companies." The article goes on to suggest (appropriate for hoteliers), techniques that resonate with customers "having a say in products and services; control of channels and frequency of received communications and a choice of channels to contact a company."
I'm what many would consider a "light" facebook user. I visit it less than twice per week. I'm not all that knowledgeable about the functionality, but I do get a kick out of pictures from friends and family. I must have given Marriott Caribbean Hotels the okay to send me posts on facebook. They are the only "non person" appearing there for me. The pictures are nice but, I haven't opened any to read through the ad, as of yet.
As far as this sight is concerned, I'm very comfortable poking around for info from other MR members along with corporate folks. I do read through the concierge section and any announcements concerning hotels.
So, currently for me, Marriott gets most of my attention through this site, then the marriott.com site, then e-mails, then facebook, in that order. The first two locations are sites that I visit. The next two are sites that are soliciting me.
Greetings and happy Monday! Just a little background on this study: it was commissioned by Pitney Bowes. And guess what else the 'study' concluded... that direct mail is more effective! Wow - how convenient... As my consultant buddies always say, ask your customer what outcome they expect, then deliver it...
No brand in their right minds would ever concentrate their efforts in one type of communication channel. Rule of thumb is to be present wherever the 'eyeballs' are, so we all operate with a variety of channel plays.
Regarding social media, this site has always been officially classified as a type of social media channel, known as a 'forum'. So you Insiders are trend setters! WOOT WOOT!
Not sure if others have had this happen, but I seem to be getting more offers for a 'promotional' program being offered that asks me to sign up for the program by going through their Facebook site. What they don't realize is that when they ask me to do that, I'm never signing up. I just don't do Facebook. I do have a Facebook account, but know that I'd be bombarded with needless inuendo if I used it on a regular basis.
Really, I don't need to know that my Grandma's sister's niece told her cousin that their old neighbor said her girlfriend went to the grocery store!
True. The days of being invisible are over, unless you don't visit the web, don't get credit cards, don't have a bank account, and pay for everything in cash. Just the fact that we're here chatting, shows we want to be involved in all these things and want to learn and explore new things. Life is an evolution, and the www is responsible for some of that fastest developments out there. I look it at the world's biggest and fastest library. Unfortunately, along with all the neat things that we get, the www brings us all closer and allows everyone to find out more about each other. How else would we have know jasper was at Epcot and GSS was in the ER? Good stuff along with the bad.
If you like The Onion, check out this 'report' on how the CIA owns Facebook - hilarious!