Is Anyone Using the Hyatt Twitter Concierge?
Sometimes we think Twitter should market itself with the slogan, "Twitter: The Place to Talk About How We Are Twittering" — because we see so, so many people and businesses using the social media platform to, well, Tweet about how they're using Twitter and how awesome it is that they're doing so. And, many times, we watch those same people and businesses who arrive on Twitter with a big, glitzy "omg-we-are-now-on-Twitter!" blitz sort of let their accounts go stale just as quickly, and we see them abandon the whole thing quietly (or at least scale back on the frequency of their Tweets and user interaction).
So we hope Hyatt's Twitter Concierge isn't falling victim to the same sort of thing. See, remember when the hotel world was all abuzz with Hyatt's scheme to introduce a Twitter-based concierge? Essentially, the company launched a Twitter account manned by Guest Services agents who answered questions for people in the Twitterverse.
Ideally, it's supposed to function as a new medium for the company to communicate with its guests: someone, for instance, can Tweet, "@HyattConcierge How far away is your Park Hyatt Hotel in Chicago from the stadium where the Chicago Fire soccer team play? Walking dstnce? [sic]" to which someone from the Hyatt Concierge Twitter responds, "Toyota Park is approx. 17 miles from the Park Hyatt. Please allow 45 min. for travel time."
However: the thing has been up and running for a couple of weeks now, and we're not seein' a whole lot of activity on the Hyatt Concierge Twitter in the last few days. One Tweet four days ago, one five days ago and one seven days ago.
Which begs the question: is anyone really using this thing? Or is Hyatt just not keeping up with it?
Um, the answer: Hyatt is totally keeping up with it — the Twitter desktop client we use can actually pull up all the Tweets from around the Twitterverse that have mentioned "@HyattConcierge" — but it looks like not a whole lot of people have been asking anything. Mostly, people have just been Tweeting about how cool it is that the thing exists. Sigh, Twitter.
So, yes, the idea is cool. Everyone sort of agrees on that. But it doesn't seem to have caught on with Twitter-savvy guests yet — even though all the questions we've seen people asking the Hyatt Concierge seemed to have been answered quickly (including the Toyota Park example above).
So, what's the deal? Why aren't people into it? Shouldn't this thing be flooded with questions 24/7 by now?
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