In my most recent post, I shared some of the reasons why a night away from your family is good for everyone and why you should consider going to the Keltic Lodge if you are fortunate enough to get away to Ingonish. However, I decided that my special night was worth more than one post. One of the reasons for this second post is the great social experience that I had.
Although this iconic hotel has been running since the early 1940s, it has most definitely understood the need for hotels to operate as a social business.
For example, as someone who lives on a computer, I would of course have chosen to book my tickets online. However, through an error on my part my overnight stay was in jeopardy when I sent an email to inquire about check-in time.
Right up until the moment that we drove to the hotel, the Keltic Lodge’s social media team kept me engaged and excited about my stay.
I recently shared a post about a book called “How Full is Your Bucket?” where the reader is encouraged to fill people’s buckets as a way to help others and because it is a wonderful thing to do good for others. Filling a customer’s buckets happens when you show them you’ve read and acknowledged their frustration or excitement. After all, Twitter is not only for customer service complaints. Sometimes we want someone to recognize a good experience we have had.
Tweets take so little time to write but before they can go live, a member of a trained team of customer service agents needs to sift through hundreds or even thousands of tweets and quickly reply to the legitimate ones. They need to know what to write and even how much to post.
Even though companies are beginning to understand the need to be a social business, there are still many obstacles faced by those individuals trying to gain approval within their company. I wanted to share this experience as proof – for anyone who needs it – the social media monitoring tools, training programs and pre-launch preparation are worth it.
Providing this level of social customer service is a great way that social businesses can grow loyalty and build a strong brand reputation. I for one am glad that this historic hotel, a gem for Cape Breton Island, has transformed itself into a social business.
As you will read in my previous post, the staff, location and hotel were amazing. However, the beginning of my wonderful experience started with a few tweets and Facebook posts months before I stepped foot onto the hotel grounds.
By the time that we got to the hotel, I was so ready to have a good experience at the Keltic Lodge that nothing could have ruined my day.
Some may say that my standards are lower than other folks – when a few tweets secure my loyalty – but it is good for companies to remember that there are people out there like me who love nothing better to engage with companies via social media. This is another reason that I will not soon forget my experience at this historic hotel.