A luxury collection of boutique, country house hotels and spa hotels near London

http://www.alexanderhotels.co.uk/

What touchpoints are ALEXANDER HOUSE active on?

Instagram, Facebook, Twitter, Youtube, google+,

Pinterest, blog

What type of questions, complaints do you see on that touchpoint?

Instagram

• Although, the hotel obviously has many beautiful areas and decorations but unforunately they less updated on this social tool in order to promote the concept and image of the hotel as we can see from the number of posts and followers.

• As the consequence, Instragram should not be counted as one of hotel’s touchpoint due to we can not analys whether type of questions or compliants from their customers

Facebook

• On FB, Hotel gets mostly of positive comments. I found only 1 negative about menu from only one account during 1 year. However, It made me realise that she is one of hotel’s repeated customers.

•However, some posts had been shared further especially on spa and restaurant’s topic. It shows that customer has agreed on their speciality and quality of service.

•No evidance has showned that hotel used to checked and reacted toward negative post.

Twitter

• The most effective H2H approche technique for hotel’s practising.

• Hotel seems to be online everyday. However, hotel seems not be able to say thanks to every positive post but likely to take care all of the negative one within 1 days ( problem about hotel’s service and reception as an example )

• I found 1 tweet that has shown an interest of a customer by her open question ( about weekend’s plan ). Hotel participated on her tweet within one day as well.

Problem! State of interest !

Youtube

Examles

https://www.youtube.com/user/AlexanderHotels

https://www.youtube.com/watch?v=qEgm-i5_Em8

https://www.youtube.com/watch?v=sStPv4GeVRU

Google +

• It is not official google+ of Alexandra hotel brand but it is only for Langshott Manor (one of the hotel in Alexandra bran)

• There is a resevation option on the profile by linking to OTA like agoda and booking

• It is interesting to see that this profile- are created less than 1 year- are updated frequently - has few number of post (11 posts) but huge number of page views ( 471,519 )

- I found only 1 suggestion but no reply from the hotel

PinterestMost of photos are posted by hotel

Hotel Blog

• Hotel often post activites about their awards.

• Also, hotel asked their customers to vote for some competiton such as “The food and Travel Reader Award”

• Tweet, FB and google+ sharing options are purposed

Conclusion & recommendations

ALEXANDER Hotels group is luxuary boutique hotel who are speciality on spa and wedding with least than 100 rooms in total.

However , the group has been using H2H approach as facebook, twitter, instagram, google+, pinterst, blog and youtube by using photos, VDOs, tweet in order to active customers and target groups’ emotion, interests, curious, passion and etc.

The customer will realise before travel what they will pay for and what we suppose to experience with after they book the trip with ALEXANDER Hotel

However, I have found that their customers, their business partners have generally participated with the hotel on twitter as an evidence I have shown above

Fortunatly, hotel are also quite active on responsing and thank you toward each tweet.

In the other hand, I have also found that hotel has been using twitter as the advertising channel by tweetting regulary hotel promotions, hotel events or contacting with travel agencies.

I would like to recommend them - to motive customers participate on other platforms rather than only on twitter.- to create google+ profile for another 2 hotels - to provide virtual tour of the website - to update and share more often on their social network with variety of contents especially wedding and spa The topics might be about “how-to” , successful stories of customers, etc . It would be more H2H approach than B2B or B2C