FAU MAR3023 - Ch. 12 Pt. 1

Customer communication

Tweeting out reservation upgrades to followers who have provided feedback to Stetson's

Timeliness

Tweeting out special discounts in the afternoon on rooms that are vacant for that night

Ease of doing business

Allowing customers to book a room at Stetson's directly on Facebook

Reliability

Monitoring social media comments to help forecast demand for rooms during the holidays

Ease of doing business

Offering customers 10 percent off the room rate if they purchase using a special Twitter link

Reliability

Posting testimonials on Stetson's Facebook page from customers who have always received the room they made a reservation for

Customer communication

Responding to a customer complaint about Stetson's room rates on Twitter

Timeliness

Texting customers with reservations that night that their rooms are ready.