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!