Keyhole Customer Success Story Grand Hyatt Social Listening Consumer Insights Social Media Analytics

How the Team at The Grand Hyatt NY Optimizes Travel Experiences with Keyhole

“Our customers are what matter most, and Keyhole reporting and software grants me the ability to elevate their travel experience better than ever before.”

Building an audience. And a reputation.

With increased pressure from factors such as Airbnb and added hotel room inventory in the New York City market, the already-ferociously competitive hospitality industry has to come up with innovative, unorthodox ways to help leverage their brand and capture additional in-house revenue. Combined with an audience that is already eager to share their experience, Hanna and her team of marketing experts have built a robust social listening operation surrounding the hotel’s hashtag, #LivingGrandNYC.

“When it comes to tracking our various hotel hashtags, Keyhole is far and away the best platform available… it came highly recommended at various digital conferences I’ve attended and from corporate colleagues I work with.”

Hannah-Bankston-Grand-Hyatt-NY--1
Hanna Bankston
Digital Marketing Manager, Grand Hyatt New York

How Keyhole Helps

Automatic weekly recaps help Hanna report to her property’s senior management team to ensure they have a sense of how their campaign is performing.

“Weekly Keyhole reports show me what UGC and hotel-curated content has reached the most people in addition to which posts have the highest engagement; more importantly, they ensure future development of a seamless brand experience and a positive, trustworthy business/consumer relationship. This strategy intends to translate into a conversion which satisfies a need and helps establish trust, creating a loyal customer base – the backbone of any business.”

Alerts notify Hanna and her team at Grand Hyatt when there’s a spike in activity — like when the Reverend Jesse Jackson visited the hotel, and helped her team drive almost 4 million impressions with a single tweet; otherwise unmeasurable if it weren’t for Keyhole’s suite of products and services.

Social Listening enables Hanna’s team to monitor posts and sentiment and ensure a quality impression is left with every one of their guests. Tracking sentiment, the origin of negative messages on social media, and all awesome moments is what modern, social powered marketing is built on.

“Keyhole gives me a strategic look into what my customers’ interests are, where they spend their time while on-property, and their overall sentiments regarding their NYC travel experience.”

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You’re already giving your audience something to share. Now make sure you’re keeping track of it.

Featured image courtesy of Luca Bravo

How NBC Universal Uses Keyhole to Flag Security Breaches

“We use Keyhole daily to give surveillance reports on social.”
Threat Intelligence Analyst, NBC Universal

NBC Universal is an American multinational media conglomerate, operating organizations like NBC Sports Group, NBC Broadcasting and four Universal Studios amusement parks around the world

Their Incident Response team trusts Keyhole to keep them informed about potential security breaches.

The Challenge

  • Monitor the social web for breaches to NBC Universal’s extensive employee list’s internet properties, including login information
  • Track point of origin for online activity that stands to damage NBC Universal’s infrastructure or reputation

Questions

  • How can we monitor any Internet-based threats?
  • How do we track terms related to hacking groups that have targeted us in the past?

How Keyhole Helps to Safeguard Online Properties

Reports: By automatically deploying reports generated from the Keyhole Tracker dashboard, as well as creating and sharing internal custom reports containing data from Keyhole’s API, NBC Universal have an extensive overview of the online landscape and how it pertains to their web properties, ensuring a safe, stable online experience for both its audience and its employees.

“Keyhole helps our team tremendously. We can report any and all incidents to our executives, so our reports reach them before they hear it from someone else.”

Alerts: Keyhole Alerts are used extensively to report any spike in activity around relevant topics— all in real-time. By monitoring the social world for spikes in activity, the Threat Intelligence team at NBC Universal is able to maintain a grasp on any potential security breaches, so that their information is safeguarded.

“One of the hashtags we were monitoring was following a threat actor claiming to have hacked an NBC journalist’s email, which caused us to investigate immediately.

Know at the speed of tweets.

NBC Universal trusts Keyhole to help report on any social media activity related to the security of their thousand-plus tech properties.

By keeping a handle on activity surrounding key topics that may indicate a breach in security, the team is committed to a reliable future for NBC Universal.

Featured Photo by Matt Botsford on Unsplash

Keyhole Customer Success Story Sitrick and Company Brand Monitoring PR Management

How Public Relations Firm Sitrick and Company Protects Client Reputation with Keyhole

Sitrick and Company has built and maintained a reputation as one of the best strategic and crisis communications firms in North America.

They trust Keyhole to monitor their clients’ perception on social media in real-time.

Founded in 1989 by Michael Sitrick, the firm boasts over 1,000 clients and has established itseld as “THE firm to hire if you are facing the perfect PR storm.”

With experience with clients ranging from CEOs to the estate of Michael Jackson, Sitrick and Company is a true authority in the crisis communications space.

Brian Gicklich, Sitrick and Company’s Chairman of Digital Practice, knows a thing or two about maintaining a reputation amid scandal online. Having built and implemented social listening dashboards and frameworks for established American broadcasters in a previous life, Mr. Gicklich is acutely aware of the social fog public facing professionals navigate through in their career— especially when things are going south.

The Challenge

  • As a top PR firm, Sitrick’s clients expect carefully measured, contextualized social media activity
  • To discover the origin of the most prominent sentiment around Sitrick’s clients in real-time

Questions

  • Where are the most influential perceptions about our clients originating?

How Keyhole Helps

Keyhole’s Alerts feature allows Gicklich’s PR team to immediately see both positive and negative messages tied to their clients. This informs their communications strategy going forward- a crucial element within any public relations operation.

“Keyhole is easiest when you need to generate the kinds of reporting we need, and you’re frankly more accurate.”

Using reports generated from Keyhole’s Tracker dashboard, as well as custom reports infused with data from Keyhole’s API (available on our Corporate plan) Sitrick and Company keep their clients informed about surrounding social chatter on important days — say, when their client releases a statement to the public or appears on television.

By monitoring the social world, Mr. Gicklich is able to maintain a bird’s eye view of his client’s reputation, and is able to frame an informed, strategic response for his clients in a manner that is aware of the public perception, and highly targetted to help succeed and move on.

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