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Twitter and Tourism: Communicating a Value Proposition

By: Amber Morris | 03/16/2009

My friend Keith is the public relations director at Gaylord Palms, a resort and convention center in Orlando.  The resort prides itself on its world-class customer service and Keith recently used Twitter to not only deliver on this critical tourism industry value proposition, but to communicate it to its followers via this great exchange a few days ago:

 1:25 p.m. - @laurenmizzou tweets to ask a friend where she can find cornbread at the Gaylord Resort in Maryland.

 1:43 p.m. - @gaylordpalms tweets, "I have located cornbread. Can I arrange to have it sent to your room, our tweet... er., treat"

 And a bit later when it was evident @laurenmizzou was on the hotel's convention floor @gaylordpalms tweets, "Better yet, somebody has cornbread for you in the convention center. Send me your location. Let us help you with craving!"

Companies can similarly leverage Twitter by monitoring for opportunities and quickly responding with a tweet.   

By the way, I'm @amberlmorris and am always looking for tweeters to follow.

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Posted in Digital Communications