1. Social Media – From Good to Great Alex Willmott

2. How many of you started your career in hotels to become an expert in Social Media?

3. Engage Properly “Because of Social Media, every hotel is now a TV station, digital magazine, and news source.” www.convinceandconvert.com

4. Listening Experts Focus on how to be social, not on how to do social

5. Picture Perfect?

6. Get Personal

7. BEST WESTERN FICTION HOTEL Valentine’s Day in Style Candlelit Dinner | Bed & Champagne Breakfast £99

8. Core blimey, that apple looks like an owl.

11. It’s not about us… Social media changes the relationship between companies and customers from master and servant, to peer to peer. - Jay Baer Digital Marketing Strategist,

12. How often do you ask your fans for their opinions?

13. Twitter

14. Who do you think is the best person to manage your social media pages?

15. When the critics call…

16. 41% of all those who complain to central office are satisfied with an apology

17. When the critics call… Only 1.5% of complaints end in a cash compensation

18. Times have Changed 24% expect a reply within 30 minutes. 32% expect a response within 30 minutes. 42% expect a response within 60 minutes. 57% expect the same response time at night and on weekends as during normal business hours. - The Social Habit (National Customer Review)

19. Social rules of engagement Respond personally

20. Social rules of engagement Respond quickly

21. Social rules of engagement Respond sympathetically

22. Things are better when we’re together Team Best Western Great Britain Hoteliers | Managers | Staff (190 members and counting)

23. Content – Think like a News Source Complaints – Think like a Guest Connect – Think on Linkedin

24. Thank You