Social media monitoring is typically left to the marketing department, which means that front-line service teams miss out on valuable insights about the customer experience, as guests document their visit on social media platforms.
Local Measure Curate was presented as a solution that would allow cross-collaboration between marketing teams and operations teams, so that all staff could see what mentions and photos were being posted by customers on social media as it was happening.
The Curate solution filters for public social media content posted from a specific location, making it easier to surface valuable and relevant content. It also makes it possible to see who the individual customers are, thus providing an opportunity to locate them on-premise and plan ‘surprise and delight’ moments, which can be an effective way to win over the hearts and minds of VIP guests.
Read other stories about how Local Measure and Cisco have been able to deliver more value together here.