I have booked a few hotels with Mr & Mrs Smith. I like the service and I like the hotels they have found me. However, I booked a few nights at the Royal Crescent Hotel in Bath through them and the hotel experience was awful. Really awful. Now in fairness this is nothing to do with Mr & Mrs Smith and all to do with the hotel.
When I received an email from Mr & Mrs Smith asking me to share my experiences in the guest book, I thought, “great, now I get the chance to share my experiences”. So I did. All of it was fair, there was no mr angry.
What I expected was that someone would have read it and thought, “ooh we best check he is OK, and, we best go and check this hotel again.” I can’t talk for the second part, but the first part I would have expected some form of follow up.
Nothing.
How does that make me feel about Mr & Mrs Smith? To be fair, I’ll still book with them when I know the hotel. When it is a new hotel I may query their research. A little note to say, thanks we’re on it, would have made such a difference.
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Social Media Agencies have preached the need for content first and then engagement later that brands now struggle to tell the difference between “perceived expectations” and “real expectations” of their customers and prospects.
“Social Thinking” should be adopted instead of Social Media strategy and tactics. Why would you start a conversation by asking a question if you’re not going to reply? In Social Media the focus is on the strategy and the channel used to carry the content, “Social Thinking” applies a more conversational approach, one that focuses on what you are putting into creating relationships and how to foster the conversation to generate some kind of profitable behaviour.
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