White Paper: The new good, bad and ugly customer - Has social media changed the conversation?
06 June 2012
In the past, a good customer was someone who didn’t bargain too much, was loyal (almost always) and spent constantly and consistently. They were predictable, reliable and fair.
However, with the rise of social media (and the new forms of accountability and reputation management that inevitably come with it), hoteliers are being forced to re-evaluate how they interact with their customers, while revenue managers are looking at ways to incorporate this into their revenue management strategies.
Grahame Tate, managing director for Asia Pacific of IDeaS Revenue Solutions, delves on the question that many hoteliers are asking today, i.e. How much is the rise of social media changing the conversation?
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