New Trends Report: Social Media Customer Service Strategies for Travel Brands
Skift Take
Social media plays an increasingly central role in the customer service efforts of hospitality brands, requiring a hotels and airlines to respond more quickly, personally and publicly to customer issues. Successful brands have embraced social care, not just to solve problems, but to elevate the travel experience.
Today we are launching the latest report in our Skift Trends Reports service, Social Media Customer Service Strategies for Travel Brands 2015.
Not long ago, a customer frustrated with the service at a hotel or airline would take their complaint to a check-in desk or toll-free number. The issue could be resolved with no one but the brand and the individual knowing about it. If the issue wasn’t fixed, the biggest risk to the brand was the loss of a customer,
