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San Francisco 2017

Hilton Suggests: Building social response beyond customer care

Extending customer care into social has become table stakes for brands that want to meet their customers where they are. But how do you get beyond customer care to create truly meaningful interactions that address customer needs? People regularly turn to their social networks to ask for recommendations on just about everything, including travel. We established @HiltonSuggests as a way we help to create memorable experiences for travelers in need of advice – even when they aren’t staying at our hotels.

By looking at our program of over 140 Hilton team members supporting more than 125 international markets to proactively surprise and delight travelers by offering their personal recommendations, we will:

  • Identify the importance of customer care, and the increasing importance to surprise & delight customers
  • Explore how to extend the core vision and competencies of your Brand and your people to social
  • Discuss the process for developing and growing Hilton Suggests as a case study for your own efforts

Lee Diaz

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