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H2H - who is doing it well on Social Media??
SALIF N MBA2A
HOTEL FELICIEN BY ELEGANCIA
http://www.hotelfelicienparis.com/fr/
STORYTELLING
• The hotel Félicien was designed by fashion designer Olivier Lapidus : it evokes a delightful, fascinating world of glamour and sensuality in every detail.
H2H
• WE HAVE A STORYTELLING AND A PRESENTATION OF THE HOTEL BY OLIVIER LAPIDUS HIMSELF
• VERY INTERACTIVE AND MODERN PRESENTATION • CREATE A COMPLICITY BETWEEN HOTEL FELICIEN AND HIS
GUEST• Olivier Lapidus icon on the website
TRIPADVISOR
TRIPADVISOR
• Hotel Félicien is a new hotel in Parisian market it is very important to have good feedback on tripadvisor and create a exchange between Hotel Félicien and this customers.
• As we can see Hotel Félicien has a rating of 94 % and have 69 comments it ’s a good score for a new hotel.
• We observe that the manager of the hotel (Colombe G ) respond to all comments of the guests, Hotel Félicien have generally good feedback .(56 of 69 comments are excellent)
• Hotel Félicien collects all comments (compliments and possibly customers complaints)
SCREENSHOT1
SCREENSHOT2
GOOGLE +
PRESENCE ON SOCIAL MEDIA
• Hotel Félicien is present in most important social media such as Facebook,Instagram,Google+ and Twitter
• Hotel Félicien is a small hotel (37rooms)he created a relationship based on confidence with this customers especially with social media (interactivity ,feedback)
• We can found Hotel Félicien in Instagram with hashtag: #hotelfelicien or on twitter @hotelfelicien
Questions and complaints
• Complaint about distance between Hotel Félicien and the main parisian attraction ‘you have to make several stops with subway’
• Lack of soundproofing • Complaint about quality of service (just 1
negative comment about service)
Complaints
What is the general response time• We observe that the manager of the Hotel
Felicien(Colombe G) respond to all comments of the guest.It is each time a customize message.(Colombe G showing respect for his guest)
• The manager thanked all guest for his stay• It takes 6days to 12 days to answer on Tripadvisor it is
a quick response and a good reactivity• Colombe G respond to all comments and apologize if
the guest have a problem during his stay (she give attention and respond to everyone)
H2H approach
• YES : Hotel Félicien have a H2H approach• Quick answer to client on TripAdvisor• Apologize after a bad comment for the quality of this service.• Interaction and availability on Twitter and and
Google+
What would you advise them to do differently/better?
• The hotel has adopted the right strategy,they are present on the majority of social network
• The Hotel Felicien create a strong relationship based on trust and proximity with this guest
• I recommend a larger presence on Instagram there are only 60 subscribers it is not enough for a hotel of this quality
• Try to be more personal in the response to comments• Add a page on their website or a link that would conduct to a
new page where people could write their feedback and comments.
• Create a Hotel Felicien blog for daily news and discussion with guest
