Comments on: Some businesses just don’t get Twitter (and it shows..) http://insidehospitality.com/some-businesses-just-don%e2%80%99t-get-twitter-and-it-shows Leaders in Guest Experience Management Wed, 28 Jul 2010 14:04:07 +0000 hourly 1 http://wordpress.org/?v=3.0 By: michaelhartzell http://insidehospitality.com/some-businesses-just-don%e2%80%99t-get-twitter-and-it-shows/comment-page-1#comment-29 michaelhartzell Tue, 05 Jan 2010 19:08:38 +0000 http://insidehospitality.com/?p=1482#comment-29 Is this true? "The key message that many businesses seem to have overlooked is that Twitter is an ENGAGEMENT & SOCIAL platform. That means you have to engage and you have to be social. You have to talk to customers, share interesting links, photos, videos, images and keep an eye on comments about your brand." Maybe. It depends doesn't it? Isn't Twitter a tool and just like all previous communication tools, it is what you make of it? All depends on the mission / vision (mantra) of the business. As each business creates their business plan and takes a look at the laundry list of barriers to success, maybe Twitter is not the tool for talking to their guests / customers but one with which to listen? (which you mentioned) Never before in our history has such a buffet been available to listen but as usual, so many use the tool to talk more. If a restaurant / hospitality business uses such a tool as Guest Pulse, Twitter and other social media tools and then offers a unique personal invitation (I call it oopy), then a business might be able to blow peoples minds. Otherwise, it is the same old system: Broadcast lots of stuff. Might be important. Might not be. Maybe: The problem is with tools such as Twitter, everyone learns first how to tweet before they learn how to search. They learn how to automate broadcasts before they learn how to set up alerts. A system that would show the balance of what to do, when and how often for best business practice would be handy. (hmmm. Sounds a little like when we are infants, learn to make noise before we learn to listen and respond well) :) (The resource you offer on Mashable is FANTASTIC) -You are right. Engagement is key. But what comes first? Fun Photos? hmmm? -The time of frustration has come to an end from "lack of comment cards". Now better decisions can be made because there is such a buffet of feedback. -Tracking Brand yes. But people talk beyond brand. Understanding keyword principles and what is in the mind of the guests and future guests is just as important (maybe more so) -More important than being "social": Being helpful and providing value and do so with availability / access. I don't care if the chef has a funny video if the last meal was slow. Use the new tool of twitter so ask for complaints. (even though its public and transparent). Thanks for the resource and the reminder not to sit on the old ways of thinking! Good reading and thoughts! -How to Listen with Twitter would be a good follow up post to this. Can't wait to read it. ihospitality is all about listening before, during and after. A good tool to add. @michaelhartzell Is this true?
"The key message that many businesses seem to have overlooked is that Twitter is an ENGAGEMENT & SOCIAL platform. That means you have to engage and you have to be social. You have to talk to customers, share interesting links, photos, videos, images and keep an eye on comments about your brand."

Maybe.
It depends doesn't it? Isn't Twitter a tool and just like all previous communication tools, it is what you make of it? All depends on the mission / vision (mantra) of the business.

As each business creates their business plan and takes a look at the laundry list of barriers to success, maybe Twitter is not the tool for talking to their guests / customers but one with which to listen? (which you mentioned) Never before in our history has such a buffet been available to listen but as usual, so many use the tool to talk more. If a restaurant / hospitality business uses such a tool as Guest Pulse, Twitter and other social media tools and then offers a unique personal invitation (I call it oopy), then a business might be able to blow peoples minds. Otherwise, it is the same old system: Broadcast lots of stuff. Might be important. Might not be.

Maybe:
The problem is with tools such as Twitter, everyone learns first how to tweet before they learn how to search. They learn how to automate broadcasts before they learn how to set up alerts. A system that would show the balance of what to do, when and how often for best business practice would be handy. (hmmm. Sounds a little like when we are infants, learn to make noise before we learn to listen and respond well) :)

(The resource you offer on Mashable is FANTASTIC)

-You are right. Engagement is key. But what comes first? Fun Photos? hmmm?
-The time of frustration has come to an end from "lack of comment cards". Now better decisions can be made because there is such a buffet of feedback.
-Tracking Brand yes. But people talk beyond brand. Understanding keyword principles and what is in the mind of the guests and future guests is just as important (maybe more so)
-More important than being "social": Being helpful and providing value and do so with availability / access.
I don't care if the chef has a funny video if the last meal was slow. Use the new tool of twitter so ask for complaints. (even though its public and transparent).

Thanks for the resource and the reminder not to sit on the old ways of thinking! Good reading and thoughts!

-How to Listen with Twitter would be a good follow up post to this. Can't wait to read it.
ihospitality is all about listening before, during and after. A good tool to add.

@michaelhartzell

]]>