#econsultancy analysis Hyatt Hotels digital experience

Ben Davis, at econsultancy, examined Hyatt Hotels' integrated digital experience delivering an excellent report. 

I especially appreciated the Google Plus review. The hospitality industry definitely needs a better understanding of Google +, positive guidelines for engaging posts and 'reach' impact.

Hoteliers still seem to regard social media, and the Net in general, as simply a sales channel.  The reality is that all digital touchpoints encompass the hotel guest experience.

2 predictions:

• Web Experience Optimization will become an important skill - hybrid role marrying marketing + digitally delivered services.
• How long before TripAdvisor, and other satisfaction surveys,  includes digital services ratings in their review criteria?

H/T Ben Davis at +Econsultancy - I will use your analysis model with my MBA students.