You brought in some of my favorite elements here. Oslo – Norway, Chris Brogan, The Roger Smith Hotel and then you mixed this with shopkeepers.

Now I will have to ask Chris which store in Oslo knew the true principle of shopkeeping.

Of course being a Norwegian I can relate to that business is no longer Build It and they will come. As a shopkeeper you really has to ‘own’ the store. And then focus on those Touch Point tidbits that will earn you the business.

You bring up an excellent point here, Word Of Mouth is not a new principle it has been around forever. Media is neither a new invention, it has also existed in various forms like print, broadcast, electronic, published, recording, advertising, multimedia, mass etc. Social Media & New Media is just bringing our customer onboard, and create more awareness.

And this lead to that Hotels today has to start focus on Relationship Marketing. Hotels have to do like you say here ‘Look Outside the Wall’. And do like the shopkeeper in Oslo go out in the street and start engage with the customer.

A lot of the secret sauce is in start Asking while Listening, Predicting, Engaging and then Converting.

Cheers..

Are Morch
Hotel Blogger

Been looking into a lot of various engagement info for Hotels lately.

There are many Hotels that engage really well on Social Media, though there is still much that can be improved.

It was a interesting poll you provided here. Not sure how representative this poll is, but was not surprised to IHG score high. They do a brilliant job there.

I was also familiar with Roger Smith, Seven Hotel Paris and citizenM Hotels, but was not that familiar with Mandarin Oriental Hotels. So it was a pleasant surprise to see some of the Social Media work they do. I was very impressed about their Facebook Engagement. Really something many Hotels could model.

Thanks for sharing.

Cheers..

Are Morch
Hotel Blogger