1. Listening Online and Offline

    Thursday, 12 Nov 2009 View Comments Posted by: Sean McDonald

    Two days ago I wrote a post, Personal Touch, about a WOM (Word of Mouth)  moment during my stay at Omni Hotel, Fort Worth Texas.

    The WOM moment was set in motion because Omni listened (offline at the Fort Worth site) really well about my interest in their Select Guest program. But then they also listened online by monitoring mentions of their brand – LOVE IT!

    Here is tweet exchange with my blog post and their two replies:

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    • Oops = sorry for the misplaced comment: I mean this re your bringing Ben & Jackie into the fold:
      This does look like a match made in heaven. What great value-added collaborations you all can create with your combined "forces" for customer good. Congrats - and here's to a fun celebration tonight
    • mukundmohan
      Congratulations Sean and Jake. Great news.
    • Sean,
      I had friend here have great experience with Omni as well. He tweeted that he would love to "borrow" one of the nice robes they have for sale in the rooms and took a photo of it. He has many followeres (12K+) and the WOM grew during the day. When he got back to the room Omni gave him a robe with a thank you note. Also they responded on Twitter when he first posted showing that they are listening to what customers are saying about their brand.
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