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Essay On Impact Of Social Media On Hospitality Industry

1011 Words5 Pages

INTRODUCTION

Social networking sites allow internet users to connect with people and share information. Now billions of people use social media as a main medium to share information globally and make connections with friends and family. With this trend evolving globally, Tourism and Hospitality Industry has also adapted to the social media format. Now the travel and tourism industry is mainly internet based.
• Social networks used: Facebook, Instagram, YouTube, Twitter etc…
Hotels and resorts along with airlines are also using social media as the main medium to promote their businesses, to connect with their customers all around the globe and to get their feedbacks to enhance their services. Furthermore social media is helping businesses …show more content…

How they are using it to enhance customer services with the advantages and disadvantages of it.

IMPACT OF SOCIAL MEDIA ON EXTERNAL CUSTOMERS

An external customer is a customer who uses a company’s product or a service.
• When shared on social media the customer complaints are handle more efficiently and quickly. The customers are offered solutions in a short period of time so the customers will be satisfied plus they won’t share his/her distress on internet, which might lead to defaming of the company image with the possibility of losing customers.
• When a company handles customer complains and establishes a close relationship with their customers, it shows how much significance a company gives to their customers. This may become an additional advantage for the company as customers freuqnelty do businesss with those who respect them. No customer will visit a hotel where they are ingnored or are shouted at.

• Social media has become a vital part in our day to day life and activities. Moreover it’s not wrong to say that as much as we need oxygen to “survive” we need social networks

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