One hotel brand that is absolutely killing it on social media is Kimpton Hotels & Restaurants. They are a chain of hotels in the United States. For an idea of who they are and their unique and fun voice, you need look no further than their ‘about’ statement on their Web site:
A quick search on Social Mention and it’s obvious that I’m not the only fan. The popular blog Curbed (San Francisco Edition) recently used Kimpton as glowing example of a brand that does customer service and service recovery right. Here is a snapshot of all of the love they get on social:
It was actually quite difficult to find anything negative. When I did, they dealt with it nearly immediately and got a quick thank you:
While ROI may be incredibly difficult to measure, it’s also tough to put a price on all of the overwhemingly positive sentiment that Kimpton creates on social. The word of mouth alone that they’re creating is incredible. It’s a fact that people take recommendations from others, especially their friends on social as gospel. With their quick responses and friendly, tongue-in-cheek engagement with anyone who mentions them, Kimpton Hotels & Resorts are really a brand to look up to when it comes to social.
PS. Their hotels really are amazing. Make sure to request a gold fish for your room when you go!