Hotel PR director: Social media complaints are an 'opportunity'
A look at how one New York City hotel responds to negative online comments and reviews.
Nora Walsh, PR director at the Pierre Hotel in New York City, doesn't read negative online reviews in horror. In fact, they're a helpful way to get direct feedback from customers and learn where the hotel falls short.
Learn how many review sites Walsh's team monitors, how they respond, and why Twitter has become a useful tool to create better service.