A social media platform allowing immediate interaction between customers and hotel proprietors has started to be deployed by AccorHotels.
The location-based customer intelligence platform called Local Measure aggregates in real-time all content posted about a hotel on the internet, whether reviews, videos or photographs using location data rather than hashtags or keywords.
The enables hotels to communicate immediately with guests and offer personalised services tailored to their stay.
After a pilot phase in a selection of hotels in the Asia Pacific region, AccorHotels has decided to gradually extend the service worldwide. More than 240 group hotels are now using Local Measure.
Experience and satisfaction director Olivier Arnoux said: “Today, 77% of travellers share visual content on the social networks during their stay.
“By capturing all the opinions and content in real-time as they are shared on line, Local Measure gives AccorHotels a way of strengthening its expertise in customer satisfaction so as to react even faster.
“It will enrich Voice of the Guest, the group’s hotels e-reputation management programme”.
Jonathan Barouch, chairman, chief executive and founder of Local Measure, added: “I am delighted we have been chosen as world partner to AccorHotels for deployment of Local Measure. Combining data with opinions and social content is a powerful tool for operational teams who are in prime position to enrich the customer experience.”