“Where should I eat in LA?” “I’ve got a long layover in London, any suggestions?” These were the typical tweets — and word of mouth opportunities — Hilton Worldwide was seeing every day. That’s why they created Hilton Suggests, an internal advocacy program made to respond to these questions with helpful tips (and earn fans in the process).

According to Hilton Worldwide’s Director of Social Media Planning and Integration, Vanessa Sain-Dieguez, their Hilton Suggests program delivers the most on their mission statement: To fill the world with the light and warmth of hospitality — one tweet at a time.

In her presentation at SocialMedia.org’s BlogWell conference in Boston, Vanessa explains:

  • Why their Hilton Suggests crew isn’t made up of marketers
  • Why they’re not worried about their team making bad recommendations
  • How they wow guests with social media — when they’re least expecting it

See Vanessa’s full presentation by watching the video below.

Hilton Worldwide: Social Hospitality: Beyond the Front Desk — presented by Vanessa Sain-Dieguez from SocialMedia.org on Vimeo.

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Comments

  1. Adriana Campos

    Amazing presentation from Vanessa Sain-Dieguez, love how she implemented a new way to provide great customer service through social media.
    I would love to be part of her team!

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