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Disruptor roundtable: Bonke on managing social media

The days of retailers controlling the message through their websites are over because every one of your customers could be talking to existing and potential customers about your product through all the social media avenues.

During HOTELS “Disruptor Roundtable,” Oliver Bonke, chief commercial officer, Loews Hotels, New York, suggested you might as well bring these feeds (Instagram, Snapchat, Twitter) into the hotel brand environment to appear more transparent, and then work to improve where weaknesses appear to exist. “It’s a wonderful place to be because we can fix things and address things in real time,” he said.

What can make your brand appear even more authentic, Bonke added, is to bring your associates into the consumer-brand conversation. “So how does technology open all of that up to be able to have real, live chat-based conversations with the team members in our hotels for local authentic experiences?” he pondered.

In Friday’s videoclip from HOTELS recent “Disruptor Roundtable,” Bonke discusses this and more about content sharing and more authentic guest experiences.

To read the complete print feature from the disucssion, click here. For the full set of video excerpts from the roundtable, click here.

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