Consider most companies that are known widely for excellent customer service—think Zappos and Amazon—and you'll find two-way chat at the core of their customer service strategy. Customer service star and carmaker, Lexus, uses live video chat to help its clients customize cars entirely online as well as schedule test drives.
Just two years ago, Hotel Online reported that hotel food and beverage wasn't yet a thing of the past but that it appeared to be dying—that is unless hotels did something to revive it. Room service, the article reported, had become too costly and some hotels had taken to partnering with nearby restaurants for room service to cut down on the constant staffing it requires to keep food and beverage service in-house.
Imagine this: You begin planning a trip to New Mexico. You ask a friend who lives there where to stay in Santa Fe. The same day you notice on Facebook that another friend happens to be in Santa Fe right now and has tagged the beautiful hotel where she's staying.
Many retail brands embrace generational marketing these days, breaking down their demographics and online/social media campaigns by what they know about baby boomers, Gen X, millennials, and the up-and-coming Gen Z generation, those born in the mid-1990s.
There's some truth to the increasingly ubiquitous saying that all companies are technology companies now. Certainly some more than others, but I'd say hotels have officially waded into—or, perhaps, been shoved in—to tech waters so deep that it's an apt notion worth considering every time a new technology vendor is up for consideration.