Starwood: social media customer service done right
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.