The Social Pros Podcast Celebrates 500 Episodes!
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Dan Moriarty, Director of Digital Strategy and Activation for the Hyatt Hotels Corporation, joins the Social Pros Podcast to share his approach to cohesively yet uniquely managing a global brand’s social across different platforms.
With a global portfolio of eleven brands that encompasses 638 properties in 52 countries, the role of social and customer engagement can be both tricky and overwhelming for Hyatt. Luckily, they have Dan on their side who has crafted an approach to social that meets customers in their venue of choice, places importance on human-to-human interaction, and keeps the goal of caring for their customers central to every engagement. Supported by a robust training program, his social style has led to a team of employees, from the corporate hub to individual locations, that understand and embrace the hotel’s mission in customer care and are trusted to advocate accordingly.
“It’s all about caring for people so they can be at their best.” —@iamdanmoriarty
“You feel cared for when you engage with a brand in the way you want and that works for your lifestyle.” —@iamdanmoriarty
“Social customer care is about a better customer experience and, for the business, it’s a cost-avoidance play.” —@adamcb
“It’s about making sure our people have the tools, education, understanding, and safe zones, and then trusting them to run with it.” —@iamdanmoriarty
“It’s valuing humanity over processing and allowing and empowering employees to work off-script.” —@jaybaer
“Think the strategy. Don’t overthink the tactics.” —@iamdanmoriarty
See you next week!
Receive your commemorative eBook that recalls how social media has changed over the past decade along with the on-demand webinar today!