There is a great story in the December issue of CRM magazine about social media as a viable customer care support channel. The story, written by Senior News Editor Leonard Klie, features Hyatt’s social care program.
Hyatt has been leading the way in utilizing social media platforms to address customer issues. In fact, according the story, they track social media outlets Facebook and Twitter, Instagram, Snapchat, and a few others—24 hours a day, 365 days a year. And they respond to customer postings in less than 15 minutes.
Hyatt also uses social media to listen and analyze their customer comments to better understand their needs and plan for the future. “It’s about listening—really listening—to what customers are saying on social media,” wrote Klie.
Congratulations to Hyatt Hotels for their successful and award-winning social care program. We are proud to call you our client.
Read the full article in CRM magazine.