I do not often do this, but this blog is about another aspect of Wyndham Hotels’ approach to customer service, from the same Forbes story posted yesterday. It’s worth separating out from yesterday’s blog because it deals with a very different issue.
Wyndham have a three person team dedicated to monitoring social media in real time. The WHG Social Customer Care team has 15 screens streaming feeds from all the major social media sites, as well as user-generated websites. This covers all of Wyndham’s 20 brands, in eight different languages, across 79 different countries. On average they are finding over 30,000 brand mentions a month. They monitor this not only to identify dissatisfied customers in an effort to resolve their problems, but also “brand sentiment” – how people are feeling and talking about the bands.