We often hear about companies using social media to gather data to improve business. Most common are Google and Facebook, but any company can potentially gather personal information, such as likes and dislikes, to learn more about a particular customer.
Well, the hotel industry is getting on board with the practice now too. Many hotel general managers are using social media to research future guests in an effort to improve the customer experience. This may include providing books to a fanatical reader, or chocolates to a chocolate lover, prior to arrival.
Some people like this practice, some people don’t, thinking that it feels a little like “Big Brother.” What do you think?
To read more about the hotels researching their guests, click here.