Case study · Twitter · Perth, WA · 2014
The Terrace Hotel: from tweet to breakfast in under 24 hours
Social media’s return can be hard to pin down. Sometimes one reply walks a customer through the door.
Client
The Terrace Hotel
Where
Perth CBD, WA
When
March 2014
What we did
Twitter community management
The brief
Social media often shapes a purchase without prompting an immediate one, so its return is hard to measure. Every so often, you can draw a straight line from a tweet to a sale.
The work
A Perth local tweeted about the hotel, and @tweetperth retweeted it, which put it in front of us. On 31 March 2014 we replied from @TceHotelPerth with the answer the local was after: the hotel’s breakfast opening times and an invitation to come in.
The result
Less than 24 hours later she came in for breakfast, then tweeted about the great food and service. One reply, and one new customer the hotel might never have reached otherwise.
The takeaway
Community management is customer service in public. Answer fast, be useful and invite people in.
Are your replies turning into visits?
We run community management that turns conversations into customers.