Social Media Study of Shangri-La Hotel by Owais Hikmat

Social Media Study of Shangri-La hotel

Written by Owais Hikmat

Social Media Study of Shangri-La hotel on Facebook, Twitter, YouTube and Instagram.

Keywords used are Hotel in Toronto, Luxury 5 Star, Shangri-La Hotel. Hashtags include #shangrilato #oasisatshangrila.

The Shangri-La Hotel is a high-end luxury hotel chain that seeks to provide comfortably appointed rooms, suites and restaurants as well as excellent amenities in the world renowned cities. Shangri –La Hotels and Resorts encourages its customers to capture and share their most memorable Shangri-La experience on photo or video and share it with them through #MyShangrila. Shangri-La hotel is present and very active on most social media platforms like Facebook, Twitter, YouTube, Google + and Instagram. The objective of this social media study is to analyze Shangri-La’s social media strategy and measure their relative performance on the social media platforms.

Shangri-La posts 1-2 Facebook posts every 2 days, 1 post on Twitter daily, and 2-3 on Instagram daily. Shangri-La posts mostly in the early part of the day, however, they do maintain posting throughout the day. Shangri-La seems to be most effective in posting captivating pictures of their worldwide hotels and resorts as well as highlighting their special hashtags that they scatter throughout their social media platforms. For example, #‎snowdaze, ‪#‎oasisatshangrila,‪#‎shangrilato #‎shangrilamaldives, and #‎TGIF. I believe that Shangri-La is most effective in presenting their posts such as pictures and videos and drawing in excellent customer engagement and interest.

Shangri-La Productions “Romance in the Clouds”  Short Film

  

Shangri-La has decent customer feedback including approx.  36,508 likes on Facebook, 4,963 followers on Twitter, and 51,200 followers on Instagram, and approx. 1.8 million views in their YouTube channel.  The luxury hotel use the Twitter platform quite effectively by responding to complaints or compliments. For example, one customer tweeted “I've tried to book reservations to bosk this Friday night and left a voice message but never received a call back?. It wasn’t long before Shangri-La sprung to action and responded “We are so sincerely sorry to hear this. We checked our VM and did not receive your message. Could you please kindly DM us?.

Shangri-La Instagram Page with captivating photos

In conclusion, based on my research, I believe that Shangri- La Hotels and Resorts are intelligently strategic and effective in their social media strategy. They are visually and verbally engaging their customers and fans as well as keeping things interesting in order to keep that fan base growing. In essence, it is apparent that Shangri-La exerts their utmost effort in maintaining top of the line luxury brand image and they are definitely maintain the same image online.