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Whatsapp And Its Impact On The Hospitality Industry

1845 Words8 Pages

A study on WhatsApp and its impact on Customer Engagement in Hospitality Industry
By
Pradeep Kumar
13030241079

Chapter A
1. Abstract
Customer engagement is a crucial aspect for any business. The medium of customer engagement can be either online or offline. Since the world is moving towards the hundred percent digitization, online customer engagement moved far ahead from the offline. Hospitality industry is in the midst of global evolution. In today’s fast- changing global marketplace, one of the main challenges faced by the hospitality industry is communication. Interacting with customers has become much more complex due to the plethora of communications media available. Hence the analysis says the future of all the industry depends on SMAC (SOCIAL MOBILITY ANALYSIS CLOUD). Social media is at the forefront of a revolution in customer engagement. Many hotel firms have already started using social networking websites for communication with their customers. But mediums like Facebook, Twitter and LinkedIn are not as personalized as WhatsApp. It provides direct communication between customers and business representatives. WhatsApp is a good tool to promote the new products or discount offers. One can send detail information about a product to individuals or targeted groups and also can share digital images of a product or video containing directions regarding the use of the product. It helps any business to attain benefits in terms of value, cost and information

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