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About Social Pros Podcast:
Social Pros is one of the longest-running marketing podcasts in existence! (10 YEARS and counting) and has been recognized as the #1 Audio/Podcast Series by the Content Marketing Awards.
Focused on the nexus of social media and other marketing disciplines, we bring you interviews and commentary from companies including Google, Reddit, Uber, Oracle, Zillow, Glossier and many more to understand how social media impacts brand marketing, content marketing, reputation management, public relations, paid media, and much more.
After more than a decade, Social Pros is still the one podcast that brings listeners inside the minds of marketing leaders making real impact. Join us for new interviews or browse our archive of 600+ episodes, as we dive behind-the-scenes and share actionable marketing strategies that you can immediately implement.
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To inquire about becoming a guest or show sponsor, please email us at info@convinceandconvert.com.
Apple Podcast Reviews:
The Social Pros podcast has quickly become a favorite in my feed! I'm consistently impressed by the engaging conversations, insightful content, and actionable ideas. I truly learn something every time I listen!
@Arlie KThis is absolutely an awesome listen for anyone in communications or social media!!
@Will31CThis podcast has become one of my staple weekly podcasts for learning about marketing! Love the conversations that they have and it's always enjoyable and educational!
@Simonstone95Love the podcast - informative, in depth and spot on for any business size.
@MissTriathlon
How do you take a global hospitality brand and make it feel personal, heartfelt, and human? Dannii Ceniceros, Senior Analyst, Global Social Engagement at Hilton, reveals how his team turn trending moments into magical ones. From helping a kitten named Wisp recover safely to gifting a TikTok storyteller their dream trip to London and Paris, Hilton’s social media strategy is all about social listening, staying nimble, and creating authentic emotional connections.
The Power of Listening and Acting with Heart
Dannii joins this episode of Social Pros to share how Hilton’s social media team stays nimble, leaning into trends and turning them into meaningful moments. He talks about the power of listening to what’s happening online and spotting opportunities to make genuine connections with their audience. Hilton’s approach is all about little actions that create lasting impressions. These efforts don’t just delight current guests, they also catch the eye of future customers, putting Hilton top of mind when it matters most.
We all know social is fast and timing can be everything. Dannii explains how Hilton’s team combines teamwork, social listening, and a clear game plan to act quickly when the moment is right. This approach is not about chasing every trend; it’s about knowing when and how to show up in a way that aligns with your brand’s values. Why? Because it creates memorable moments and magical experiences that feel personal and genuine.
In This Episode:
- 1:57 – Dannii’s role at Hilton and his team’s creative approach to online trends
- 3:58 – How Hilton helped Wisp the kitten and turned travel stress into a heartwarming moment
- 8:31 – ReesaTeesa’s TikTok journey and Hilton’s thoughtful response
- 12:04 – Why speed and nimbleness are key in social media
- 12:54 – Using social listening tools to identify opportunities
- 14:15 – The importance of a vetting process for social initiatives
- 15:52 – Leveraging data to overcome leadership resistance
- 16:42 – Leadership’s focus on aligning initiatives with Hilton’s values
- 17:46 – The story behind Hilton’s viral TikTok trend
- 20:25 – How defined processes drive Hilton’s success on social
- 22:44 – The Wicked-inspired rooms and their overwhelming success
- 27:18 – Dannii’s advice for aspiring social pros
Quotes From This Episode:
“Social moves fast. If you don’t catch something within a certain timeframe, by the time you jump in, it’s done. But it’s not about chasing every trend, it’s knowing when to jump in that aligns with our values and makes sense for our audience.” Share on X“We use social listening to spot moments where we can step in and help. Those moments put Hilton top of mind for future guests, showing that Hilton isn’t just a hotel—it’s a brand that genuinely cares.”
“It’s really about creating those guest experiences, not just for people who are already our own guests, but also for prospective customers and guests who weren’t thinking about Hilton.”
Resources:
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