In the days before the arrival and integration of Social Media “Word of Mouth” or “Water Cooler Talk” was the way of the land. A person you interacted with would tell on average 7 people about their experience and the slow moving word would spread. My how things have changed….now one person can tell thousands within a matter of seconds.
If this doesn’t make you realize how important creating, monitoring and engaging in Social Media is then I’m not sure what will. Maybe a really hard slap to the face? Responding with your guests/customers and getting them to interact with you on Social Media is becoming overwhelmingly important. Not opening up to Social Media makes you virtually invisible and defenseless. In short: Get with the program!