Want a Great Social Profile? Try a Great Customer Experience.

November 30, 2011 at 7:30 am Leave a comment

by Becky

One of the more valuable (and oft-re-Tweeted) pearls of wisdom that came out of the energetic PhoCusWright Conference a couple of weeks ago was from Hilton’s president of global brands and commercial services, Paul Brown. Social media may not be the death of brands, he said during his keynote speech, “but social media may be the death of bad brands.”

Ah, yes! The influence of social media is strong, no doubt.  But the influence of an outstanding customer experience is far stronger. (Not the least of which is because it begets a more positive social media sentiment.) It was fun to see that simple idea so boldly and overtly stated on stage.

Brown said Hilton will aim to avoid rewarding customers who choose passive-aggressive methods of airing grievances, in favor of those who choose private and direct channels, like writing to the hotel.  So, if you have an issue, you know what to do, weary traveler!

Entry filed under: Becky's Ruminations, User Experience. Tags: , , , , , .

Tony D. is The King of Logic Becky’s December Challenge: 31 Ways to Pair Travel with Giving

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Trackback this post  |  Subscribe to the comments via RSS Feed


Join 144 other followers

Our recent tweets:

Error: Twitter did not respond. Please wait a few minutes and refresh this page.


%d bloggers like this: