Questions? Feedback? powered by Olark live chat software

Latest news

Here at Ecomax HQ we are always striving to keep up to date with the latest industry news, trends and offerings. We welcome you to check in with us for the latest in hospitality views, reviews, news and offers. You can register for our email updates or follow us on Twitter @ecomaxcatering to get immediate notification of our latest news and special offers

Social media feedback shapes business

Large hospitality operators such as Best Western and Holiday Inn have admitted that major changes have been implemented in their business models due to customer feedback via twitter, Facebook and other social media sites.

Businesses such as these used to rely on feedback questionnaires which offered only ‘tick box’ options and didn’t give customers the scope to suggest improvements that could be implemented. The option of using social media to gain feedback means that comments can be evaluated immediately, also the feedback tends to highlight small improvements that can normally be made quickly and at little cost.

Holiday Inn have taken the suggested improvements one step further by introducing their ‘Open Lobby’ concept. Twitter feedback suggested that the lobbies in the hotels needed to become more flexible environments for guests to work, eat, drink, relax and socialise in so the hotel chain decided to react to this and improve the lobby experience.

Social media can raise problems for hospitality operations but if handled well and used efficiently it can be very useful and powerful tool for businesses to learn and develop from.

Post Comments

You must be logged in to post a comment.

click here to log in

To sign up for our newsletter, please fill in the fields below and click the submit button

We'd love to send you money off vouchers, exclusive offers and notification of sales and newsletters from Eco Catering Equipment & Ecomax Catering by email. We will not share your information with anyone else and you will have the opportunity to opt out at any time.