Resorts and casinos in Las Vegas are getting into social media as part of their communications and customer service strategies, the Associated Press reported. Hotels like the Wynn and The Luxor are interacting with customers via Twitter and Facebook, and Harrah's Entertainment recently hired a social media expert. The AP reports:
In the new world, average Joes and Janes can become, in a sense, instant high-rollers. Their views and perceptions matter to the corner office because their comments can be viewed by thousands at the touch of a computer key.
"The reality is, customers are going to talk about our brands with or without us," said Monica Sullivan, Harrah's Entertainment marketing vice president.
"We want to be part of that dialogue," said Sullivan, a social-media expert who joined the company this year. "More customers are talking about the brands they love in social places on the Web rather than in e-mail."