H2 h – eccleston square
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H2H – ECCLESTON SQUARE C LAIRE O MBA2A
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Transcript of H2 h – eccleston square
H2H – ECCLESTON SQUARECLAIRE O MBA2A
ON THE FIRST PAGE OF THE WEBSITE
We see directly ways of
cominicating with the
guest. The touch points
are:
- You Tube
- Tripadvisor
- Gooogle+
QUESTIONS, COMPLAINTS
On YOU Tube:
- 0 complaints
- 0 questions
- But a lot of
sharing on
Google +
- Several good
comments On Tripadvisor:
- Very good comments
- The hotel answers the comments
when necessary
- Time to answer: 3 days
On Twitter:
The hotel adds guests, book
review, site reviews and gives
info to the guests about what
they can do around.
No bad comment or question
by the guests.
On facebook:
Good comments are left by the guests.
The hotel repost things it posts on Twitter, in case
some guests are only on Twitter or only on
Facebook, they catch their attention.
On Google +:
- Only 23 followers
- But more than 400000 visits
- Some articles are « liked » but very few
On
Instagram:
More
followers
than on
Google +
A H2H APPROACH
• THE HOTEL IS DEDICATED TO NEW TECHNOLOGIES (HD LARGE FAT TV SCREEN, GO BOARD FOR
CONCIERGERIE, IPAD IN THE ROOM…)
• THE HOTEL OFFERS THE POSSIBILITY TO INTERACT WITH THE CLIENT IMMEDIATLY ON THE FIRST
PAGE
• LARGE CHOICE OF SOCIAL MEDIA TOUCH POINTS
• THE TOUCH POINTS ARE LARGELY USED: THE HOTEL PUT OFTEN AND SEVERAL INFORMATION
ABOUT THE HOTEL, THE SURROUNDING, HIGH TECH’ NEWS…
• THE TOUCH POINTS GIVE THE OCCASION TO THE GUESTS TO INTERACT WITH THE HOTEL STAFF
AND BETWEEN GUESTS THEMSELVES
• THE HOTEL ANSWERS TO THE GUESTS WHEN NECESSARY, AND THEY DO IT QUITE QUICKLY (3 DAYS ON TRIPADVSOR FOR A GUEST COMMENT THAT WAS NOT REALY NEGATIVE)
WHAT TO DO DIFFERENTLY?
• USING PINTEREST: TO COMPLETE THE CHOICE OF TOUCH POINTS AD TO CREATE AN HELP FOR
THE CONCIERGE DESK
• OBTAINING MORE FOLLOWERS ON GOOGLE+ AND INSTAGRAM
• ENCOURAGING THE GUESTS TO SHARE MORE ABOUT THEIR EXPERIENCE IN THE HOTEL BUT ALSO
ABOUT NEW TECHNOLOGIES
• ADAPTING THE CONTENTS THAT ARE POSTED TO THE MEDIA USED TO AVOID SIMILAR POSTS ON
SEVERAL MEDIA
