Case Study: Starwood Hotels and Resorts

Need:
Starwood Hotels & Resorts needed a unified strategy for leveraging social conversations across multiple brands, 1,200 properties, and over 180,000 employees worldwide. They needed to improve their digital, social and mobile presence to maximize their relevance and competitive edge.

Engagement:
The CEO of Starwood wanted to use social media to dramatically improve customer experiences but needed a partner who understood how to address it from strategy to execution. Dialog was hired to evaluate and identify risks, opportunities, and best practices to develop a long term roadmap with measurable achievement metrics.

  • Identified top relevant socially recognized brands.
  • Mapped strategies to tactics, tools and benchmarks
  • Developed long-term maturity model for social media operations.

Outcome:
Dialog delivered a full strategy to customize web and digital experiences around the customer as well as a six point plan for managing social media growth with good governance, accountability and metrics.

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