https://www.robmark.com/wp-content/uploads/2017/12/winter-logo.svg

In the age of "going viral", social media monitoring is now a vital part of a company’s reputation management plan. That includes Facebook, Twitter, blogs, review sites and even Foursquare, as one European hotel learned. When guest Bindi Karia checked in to the NH Hotel in Amsterdam, she also checked in on Foursquare with a not-so-complimentary message regarding the hotel’s rude staff and dated decor. You can bet that she was pleasantly shocked to receive a letter from hotel operations manager Victor van der Knaap less than 24 hours later to apologize for her poor experience. Talk about turning a negative into a positive. Companies should use this as an example of how to monitor social media for customer service purposes. Bravo!