Holiday Inn Express creates social media community hub to engage with mobile customers

Published on 27 June 2013 by in Latest News

Holiday Inn social media mobile customer engagement Holiday Inn Express creates social media community hub to engage with mobile customers

Holiday Inn Express have announced plans to launch an interactive mobile-optimised micro-site, labelled StaySmart, to encourage customers to share their experiences with the brand and fellow travellers.

“The Holiday Inn Express brand understands how important it is for our guests to feel connected, even more so while traveling,” explains the brand’s Senior Vice President, Heather Balsley. “From booking a room online or via our mobile app, to communicating with our guests via Twitter, Facebook, and now StaySmart.com, we know we need to be where our guests are in order to engage with them.”

Functioning as a social hub for the brand, the site allows users to post travel tips via Twitter, Instagram holiday photos or short Vine videos, as a travel resource for other customers. Through this useful guide, Holiday Inn Express can help their consumers improve their own travel experiences, creating more satisfied, loyal customers. This is particularly pertinent since individuals are more likely to trust advice from other travellers.

Perhaps more importantly though, StaySmart provides crucial insight into what customers currently think of the brand’s facilities and what they expect to get from their trips. Not only does this allow the chain to review its future strategy as a whole, it also implies an opportunity to build up a profile of each customer and their travel preferences.

Moving forward, the brand can then use this information to tailor its service to that individual at every stage of the customer journey. From sending offers based on the individual’s travel history, to small extras like offering museum brochures on arrival to customers who express a preference for cultural holidays, each step in the process can be adapted to deliver a more satisfying customer experience. Crucially, since the mobile-ready site makes it simpler for customers to share content while travelling, the brand could even adapt their services in real-time to meet customers’ changing needs.

Follow the numero blog for more information on the innovative ways leading brands are building closer relationships with their consumers.

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