Every company wants to use word of mouth to promote their business. The Internet has taken that to a whole new level. People read endorsements from others through networks they have found reliable. Gregory E. Alden manages the chain of WoodSide Hotels in Northern California, Positioned in the luxury hotel category, Woodside properties rely on being ranked high by their customers on such websites as Yelp, ThpAdvisor, Expedia, and others. But monitoring all those services can be seriously time consuming. Alden found a better way to monitor how satisfied customers were and what they were communicating about the hotels by contracting with Revinate. Pevinate provides a software platform for hotels and other companies in the hospitality industry. The platform' allows Alden to track online reviews and to use social media to learn what travelers want. He can spot trends and act on criticisms immediately, bringing customers back and attracting new ones.
1. How do you think Gregory Alden found out about Revinate? Given all the online companies that might help your business connect you with customers, how would you choose?
2. Do you report your experiences with businesses on any social networks? Why or why not?