<<< To increase awareness and direct sales of its Rotana Escapes hotel packages in August , Rotana launched a Facebook sweepstakes for a free trip to a participating hotel . ( Pictured : Khalidiya Palace Rayhaan in Abu Dhabi ) |
BEST USE OF TWITTER |
BY BRAND
ITC Hotels Description : ITC Hotels has a dual-pronged Twitter strategy . Brand handle @ ITCHotels is used to communicate promotions and offers along with holding tweet chats and other engaging campaigns . @ ITCHotelsCares serves as a Twitter concierge that addresses guest feedback and queries in near real time . ITC is still working to reduce its average response time and is
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beginning to track social media handles of guests making reservations to enhance customer engagement . “ Responsiveness is the key for being successful on Twitter ,” says Baldev Dhir , head of digital marketing , distribution and brand operations at ITC Hotels . “ Real-time engagement and quick resolution of guest queries goes a long way in creating brand loyalists . We have been |
able to successfully deploy robust process that enable us to track relevant brand conversations and engage with our customers in near real time .” Results : Resolved more than 4,000 queries and enabled 1,334 positive experiences through proactive assistance , all with an average response time in the past year of under 65 minutes . Runner Up : Rotana Hotels |
BY PROPERTY |