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Starwood: social media customer service done right

07/20/2012| 9:47:08 AM| 中文

Social media channels can be a great tool for marketing, first and foremost, they are important channels that allow hotels to hear from and engage with customers.

Yesterday, I wrote about some of the challenges that face companies that use social media for customer service. Today, I want to share a fantastic experience I had with Starwood’s customer service.

I had tweeted that over the years I’ve spent $660,000 on my Starwood American Express card. Someone from Starwood corporate replied asking what I was doing with all of the Starwood points I’d earned.

As it happened, I was using Starwood points to stay at the Sheraton New Orleans hotel. When I tweeted that, the hotel’s social media manager responded and asked how my stay was going.

Read full story at: http://venturebeat.com/2012/07/11/starwood-social-media-customer-service-done-right/?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+Venturebeat+%28VentureBeat%29

TAGS: Starwood | social media | customer experience
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