Online Session MBA
Transcript of Online Session MBA
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Online Session Human to Human in the
Hospitality Industry
Blais TiffanyMBA2B
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Hotel Le Six **** In Paris
• Situated in Paris• A 4-stars hotel• They try to keep in touch with their customers to
develop customer loyalty• Very beautiful hotel with a SPA
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Customers can find the hotel in different social medias as:
-Blogger.com- Facebook- Twitter- Flickr- Youtube- Foursquare- Trip Advisor
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Foursquare
• Beautiful pictures which represent beautiffuly the hotel
• All the important information are present
• You can find it easily thanks to a map
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Blogger.com
• They post every 3 or 4 days informations concerning the hotel
• They keep in touch with customers to inform them about promotions or events in the hotel
• Lots of pictures• There is no comment on
each article• H2H seems to be not
provided by this channel
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Trip Advisor• Trip Adivsor encourages
customers to book this hotel by giving informations about it
• Managers reply both negative and positive comments
• Regular feedback from customers
• They are well positionned on this channel
• There is a kind of human relationship thanks to Trips Advisor
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• The facebook page is quite attractive with a lot of pictures
• They have more than 10000 followers
• They post article every day about different topic
• They are very present on this social media and have an efficient H2H communication
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• All the tweets are published by the hotel itself
• The goal seems to be communicating about promotions and events and also do promotion for places that the hotel like
• H2H seems to be not provided by this channel
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Youtube
• There is only one video on this channel
• The video was posted 2 years ago
• They can communicate more efficiently through this channel
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Flickr
• There is a lot of picture which represents very well the hotel
• This page is very well design and is attractive for customers
• Customers can have a good idea of the ambiance and can discover the hotel
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Advices to be more H2H
• The hotel is present on different social medias but sometimes it is not weel-developped to maximize the communication.
• Twitter: Show interests toward the customers and not toward the hotel. Encourage people to tweet
• Youtube: Posting more videos to communicate more by this channel. Encourage customers to discover the hotel and exchange reviews with the hotel. Be more active by publishing recent videos
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• Trip Advisor: Nothing to improve. The communcation opportunities are present. The hotel reply to positive and negative comments. They encourages customers to book directly on their website.
• Facebook: It is maybe the easier network to develop communication and sharing. They share a lot of article to promote places that they like. I advice to share other things than promotions or restaurants, but find a way to develop a « real facebook langage » to improve the communication. Look for some games or test to learn information about customers.
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Thank You Very Much !!