Flawless Execution Drives Experience

Featured Industry: Travel & Transport

AccorHotels, a French multinational hotel group, part of the CAC 40 index, wanted to use digital to moderate and enhance their e-reputation to make their customer-centric vision a reality.

Solutions Utilized

The opportunity

AccorHotels desired to improve their customer centricity by leveraging digital solutions. By partnering with The Social Client, they were able to use monitoring tools, create social interactions and broadcast information using a customized digital platform including a social network for work.


Our solution

The Social Client developed a customized digital platform engaging staff to actively share best practices, collaborate and generate content. The Customer Experience Community (CXC) platform ultimately enhanced the organization’s online reputation and positively influenced associates globally.

Client's Objectives

  • Ensure customer-centricity is a priority
  • Share best practices to broadcast information
  • Protect and leverage digital presence
  • Inspire staff to co-create memorable experiences
  • Improve monitoring tools to measure brand reputation

Services Provided

  • Analyzed existing channels and community design
  • Built and implemented content creation process
  • Hired and supported a Community Manager – with strategy, process and tools
  • Developed customized digital platform – Customer Experience Community (CXC) – with a social media listening tool – Voice of the Guest
  • Dedicated full-time professional team to constantly improve digital tools

The results

6K users in 69 countries and more than 1,300 inspirational customer stories within one year
Digital platform attracted thousands of users throughout the world
Achieved higher than average engagement rate – 40%
5-minute average engagement per visit

engagement rate

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