Twitter, Cornbread, and a Powerful Customer Experience

A colleague sent me this article from CRM Outsiders blog which references a great Destination CRM Blog article about some innovative customer service from my former company, Gaylord Entertainment (that’s called a personal circular reference).

The point of the story is how Gaylord monitored a Twitter sent in their hotel about the authors desire for some cornbread, responded with a Twitter of where they could find cornbread, and then later, when the author stayed at a second Gaylord property, they were surprised by a nice selection of cornbreads and welcome by the Gaylord Hotels.

This is an example of the promise of great relationship management.  First, the ability to capture a real-time issue or need (in this example through social media), and second, to track that information over time and link it to other events (in this example a later visit to another property known by a good CRM tool).  

This is very impressive, especially for the size, scope, and multiple locations of the Gaylord properties.  Further, it highlights the value of social media and its interaction with great constituent management tools and how one without the other isn’t as effective.

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