Customer Experience/Service

Social media offers a sprawling, picture window view into consumer opinion, and hotels and restaurants have overwhelmingly joined the discussion. Managing social channels and the vast data they provide, however, is largely a manual, time intensive process. HT research has found that many hotels and restaurants struggle to measure and manage social activity; we anticipate social reputation management (SRM) technology will become increasingly important as the industry aims to build out integrations between social content and loyalty programs. In this special feature, HT talks to hotel and restaurant operators that are using SRM — including Domino's, Shangri-La Hotels and others — to get insight into the tools that are helping them manage and mine high-value social data.

The same digital technologies that enable freedom-of-choice can be used to build lucrative guest loyalty. NCR's Sherry Shirah, director of consumer engagement solutions, offers guidance into how the same technologies that empower consumers – mobile, social and location-based – can also help restaurants build loyalty. Sponsored.