Applying the ‘Consumer Decision Journey’, discuss how a hotel management can adopt social media in engaging...

Applying the ‘Consumer Decision Journey’, discuss how a hotel management can adopt social media in engaging with customers before, during and after their purchase decision.

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Answer) Customer decision journey is a process involving various steps(such as defining problem, evaluating alternatives),these can be categorized into pre during and post part as well,hotel management can adopt social media in following ways during these 3 phases

Pre-During this phase customer has a want for hotel services, through social media you can let them know that this hotel has best in class facilities alongside the acvolades and reviews,in case customer shows interest you can further tempt them with discounts and special deals offers through social media.
During-In this phase customer is already using your service and you can social media to post their review and ask them to let their friends know that they checked in using social media
Post phase-In this phase you can get customer s feedback on how the service was using social media and request them for a review to further boost your brand,in this phase you can also ask them about their families birthdays,anniversaries, special days so you can invite them and give them a special offer on those days.

Answer is complete. Thank you!

Rahul Sunny answered 1 year ago

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