How to avoid getting swamped by social feedback

10/7/2011 | SmartBrief/SmartBlog on Social Media

InterContinental Hotels Group operates in 100 countries and has more than 130 million customers a year, so keeping track of social media feedback and then acting on it in a useful fashion is a tall order. IHG's Nick Ayres says he seeks to identify the brand's most loyal fans, such as rewards-club members, and to prioritize their social input.

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