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Customer care doesn’t often receive top billing. Practically by definition, it plays a supporting role. But today, social care is an extension of marketing and it needs to shine. Learn about the award-worthy customer experiences that Hyatt is providing to customers every day and how they direct an all-star cast to organize and scale social care programs. See how sensational social care can leave a lasting impression on customer relationships (and your business!)
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Best Supporting Role: Social Care takes Center Stage
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Spredfast #SFSummit
Social Care, #InaHya!World Dan Moriarty @iamdanmoriarty
A couple of things you probably don’t know…
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1. Branded House vs. House of Brands
2. Care (Our differentiator)
Our Brands live at the intersection of our marketing, our employees & our guests.
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…and are nothing more than the sum of our collective experiences.
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We don’t need to be passengers here. Guests are sharing moments & we can impact their experiences in magical ways.
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It’s not all about social media. It’s about being a more social business.
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…and so we created ‘The Control Room’
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We’re rather good at it (/humble brag)
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5 things I’d like to have known before we started this effort…
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1. Nothing matters more than the people behind it
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2. You need to invest in new methods of training these people
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3. Picking the right technology partner is absolutely crucial
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4. Connection & Education with Operations team makes or breaks the effort
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5. There’s no such thing as a beta test here // There’s no going back
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…and possibly the coolest thing is that…
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There’s no argument about ROI.
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