Home Social CRM Sometimes it’s the little things that create brand loyalty
Sometimes it’s the little things that create brand loyalty
July 7, 2010 5 Comments

Sometimes it’s the little things that create brand loyalty

So this past 4th of July weekend, I decided to take my wife and daughters to Santa Monica for a short vacation.  We stayed at the Sheraton Delfina for four nights and it was very pleasant. The hotel staff was nice, the room was phenomenal and we had a great view.

And of course, being the great social media practitioner that I am, I checked in on Foursquare the day I arrived.

Just today, I noticed that the hotel started following me on Twitter.  I reciprocated and then got this message a few hours later.

sheration-tweet

I normally don’t click on links when they solicit a “like” but I did today. I clicked through, liked the page and even left a wall post thanking them for a great stay.  They responded a few hours later.

sheraton-facebook

So, I guess you can say that I am now loyal to the Sheraton Delfina. They didn’t have to give me any discounts, a complimentary dinner or a room upgrade. They simply spent time (manually) finding out who visits their hotel; and then reached to say “thank you”.  That was enough for me.

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Filed Under: Social CRM, Social Media
About Michael Brito

Michael Brito is a Senior Vice President of Social Business Planning at Edelman Digital. He helps his clients transform their organizations to be more open, collaborative and socially proficient; with the end result of creating shared value with employees, partners and customers. Prior to Edelman, Michael worked for Intel and Hewlett Packard in various social media marketing roles. Opinions posted here are his own.

Feel free to follow him on Twitter, subscribe to this blog or read some more of his content on Social Business News.

  • http://twitter.com/kyleplacy Kyle Lacy

    The little stuff can go a long way. We don't need to be bought we just like to be appreciated. :)

  • http://www.britopian.com Michael Brito

    This is true!

  • http://seanseo.com Sean SEO Marketer

    So sweet! And this is one of the best things not to forget in social media or any other traditional marketing. Many blogs have been blogging on various strategies on social media marketing but the fact is if we apply the basic things to our community we can achieve lot!

  • http://twitter.com/niksah Sam Haskin

    Even before they got on Twitter, they were really good at this. I have been staying there pretty frequently for a few years now, and even new employees behind the desk recognize my name, know my preferences and are anticipating my arrival. They must have someone there who pays attention to reservations, beyond what SPG gives them, since no other Starwood hotel I've been to takes that much care.

    (oh, and Chris S.–whoever you are–I will get my mayorship back!!)

  • http://www.WebDesignDevelopmentServices.com Web Development

    This is a great example of how a company can use social media effectively. Well done to the folks at that Sheraton!