Hotel Del Coronado, San Diego’s more prized seaside luxury resort, found itself in an enviable circumstance.
The brand had accrued the largest social media following to date among key competitors. Rather than celebrate the growing community sizes, the brand moved its focus to engagement – the metric in which many brands base their social media success on.
Hotel Del Coronado developed a new social media strategy: Connecting offline guest experiences to online guest conversations.
In order to connect offline guest experiences to online guest conversations, Hotel Del Coronado was required to do three things:
- Target potential guests, not just fans of the brand
- Use social media as a customer service hub
- Reward more guests for their social media engagement