Lodging Company Launches Social Media Monitoring System

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Lodging Company Launches Social Media Monitoring System


RCI, a worldwide vacation exchange company, has teamed up with CustomerCount, an enterprise customer feedback solution for the vacation hospitality industry, to launch social media monitoring.

TravelVUE is a multifaceted social analytics and support system that monitors brand sentiment, gathers real-time brand conversations and provides insight for social media and marketing teams. Through aggregated reports, TravelVUE can help travel professionals make critical decisions related to the performance of digital and social advertising, audience engagement with content, reputation management and the delivery of social customer service.

“Using our expertise as social marketers, and our state-of-the-art social media command centers across the globe, we are evolving our services to better cater to the needs of the vacation ownership industry,” says Phil Brojan, senior vice president of global marketing, RCI. “TravelVUE not only provides powerful social monitoring, but also provides the means to measure the effectiveness of a brand’s entire social media presence. Marrying this information with CustomerCount’s customer feedback platform is a natural fit for the hospitality industry. It creates a solution that can be used to glean important insights that can help dramatically reshape customer strategy.”

 Built on the success of RCI’s award-winning Timeshare Online Listening Center (TOLC), the new service monitors both the individual resorts and overall brand. By leveraging key data from social media listening technology, TravelVUE can gather information in real time and compile data into reports that portray essential key performance indicators as well as ratings and reviews in a meaningful and actionable manner. These frequent reports are designed to help capture how trending items impact the brand, and in turn, influence the direction of the resort’s social strategy.

With a tiered pricing model from one resort to several, those interested can sign up for the program that fits their business needs based on their budget and the number of locations they want to include. Services include social media monitoring of brand mentions across a variety of platforms, reporting on a brand’s social footprint at the specific resort level, robust social channel recaps, as well as managed services and dedicated analysts to help find and resolve issues.