Social media has changed the way people communicate with one another. At times it seems so much easier to tweet what you are thinking or post it on Facebook, instead of having a conversation with a human being. As strange as this may seem, it is beneficial to businesses.
Dave Kerpen, author of the book Likeable Social Media, tells a story of when posting his feelings on social media benefited a business. Kerpen had just arrived in Las Vegas, and was attempting to check into The Aria hotel. After waiting in line for much too long he tweeted, "No Vegas hotel could be worth this long wait. Over an hour to check in at the Aria." Minutes later the Rio Hotel tweeted in response to Kerpen's tweet. They tweeted, "Sorry about the bad experience, Dave. Hope the rest of your stay in Vegas goes well." Because of the way that the Rio Hotel responded, Kerpen "liked" the hotel on Facebook. The next time he was in Vegas he stayed at the Rio Hotel. Many of his friends also saw the "like", and they also stayed at the Rio.
Because of a well written response to a tweet, being more sympathetic instead of trying to get his business, the Rio Hotel was able to generate more business. This goes to show how social media can help a company when done right.
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