HOTELS Magazine Award Winner
The Sheraton New Orleans Hotel, situated between the historic French Quarter and Warehouse Districts, is well-known for consistently providing excellent customer service. To continue offering top notch customer service and to further build strong relationships with its guests, the Sheraton partnered with BCV to handle guest service inquiries and increase responsiveness via social media.
BCV’s proprietary technology pulls in relevant interactions on social media and allows for a system of alerts to be sent to the respective on-property contact when relevant. This provides the hotel with the opportunity to surprise and delight guests with amenities during their stay. Conversely, if a guest expressed an issue via social media, BCV is able to send negative message alert to the hotel so that the property can quickly rectify the situation.
• All posts were responded to under an hour
• All Facebook reviews under 3 Stars were addressed
• Brand loyalty increased due to the surprise amenities received by guests
• Success was measured by social listening and cross referencing guest names with future guest reservation lists, showcasing that guests actively shared praise on social media and pledged their loyalty to the property.