Customer Experience Management

Customer Service is the 'New Marketing'

Lodging Interactive

Lodging Interactive, an award winning digital marketing and social media engagement agency exclusively serving the hospitality industry, published a new article on Hotel Business Review explaining how customer service has become the NEW marketing.  “The hotel business, frankly like any other business, is about creating relationships, human-to-human and it’s your job as a hotel operator to humanize your hotel and your brand in order to gain the highest level of customer service as perceived by your guest”, says DJ Vallauri, Founder and President of Lodging Interactive. 

The article highlights that people and their experiences are what capture guest interest in your hotel. Reaching out to the guest in all steps of their journey to and from your hotel maintains your hotel’s reputation and provides revenue opportunities. It goes on to give some insights to understanding where the guest journey actually begins, how live chat provides real-time, human-to-human engagement with guests or potential guests and why monitoring social media channels for guest comments before and after their stay provides a customer service marketing advantage. 

There is also mention of many new artificial intelligence technologies that have sprung up to provide replies to consumers via a messaging app or chat application but that these are technologies chasing problems to resolve. “I am a firm believer that technology ultimately improves customer engagement for hotels but we should never look for problems to solve with technology but rather we should use technologies to solve problems”, says DJ Vallauri.  

To read the full article as published on Hotel Business Review, click here.  

About Lodging Interactive: 
  
Headquartered in Parsippany, NJ, Lodging Interactive is a full-service digital marketing and social media engagement agency exclusively servicing the hospitality industry. Through its web design and search optimization division as well as its CoMMingle Social Media Division, Lodging Interactive provides effective Internet marketing services to hundreds of branded and independent properties as well as management companies, restaurants and spas. The company also offers fully managed Live Chat agents for hotel websites through its LiveChatForHotels.com division.
  
Lodging Interactive is an HSMAI Adrian Award winner, and has won awards from the International Academy of Visual Arts, Interactive Media Awards, Horizon Interactive Awards, Web Marketing Association, Academy of Interactive & Visual Arts, and Travel Weekly’s Magellan Awards have recognized Lodging Interactive as an industry leader.
  
Lodging Interactive is a proud supporter of the Hotel Sales & Marketing Association International (HSMAI) and the company’s president, DJ Vallauri, currently serves on the Board of Directors of HSMAI’s New York Chapter. For more information, please contact sales@lodginginteractive.com, 877-291-4411 or visit the company’s website.



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