The Roger Smith Hotel Case

Chris Brogan about the Roger Smith Hotel case at the Web 2.0 conference (Web 2 Expo).


Some quotes of Chris Brogan in this presentation:

  • Use Twitter Search. It’s a gold mine!
  • I had to be in New York City and asked on twitter: “Where should I stay?” Two well known twitterati answered: “The Roger Smith hotel” and then The Roger Smith hotel answered itself: “We would love to welcome you. We have a blogger Special” They reached out to me….
  • Look at the Four Seasons Hotel a couple of doors from The Roger Smith Hotel and compare the (lack of) action there with the action at the Roger Smith Hotel.
  • Sometimes the management and the Doorman of the Four Seasons have a look outside and wonder how The Roger Smith succeeds in getting so much more action than they are able to get. The answer is that Roger Smith has a live voice, communicating with us on the social platforms.
  • Listen 12 times more that talk. Talk about other people 12 times more than about your self. You get so much more back than when you broadcast only.
  • Ask yourself. How do we share?
  • How do we extend experiences and relationships?
  • How do we collaborate?
  • How do we build relationships that yield?
  • Do not go the road that is already there, but make a new road..
  • And don’t forget to check out Brogan’s Case Study links at

Via Etourism.

Note this was Posted by Chris November 20, 2009. I wonder how he would look at Facebook now…

6 thoughts on “The Roger Smith Hotel Case”

  1. Many companies have problems allocating a full-time person to manage their social network presence but by not doing that they are leaving money on the table. For brands with a big advertising budget, the person salary is not more than the cost on one billboard ad. Plus, you can calculate the ROI of your conversations on Twitter.

    This story about Roger Smith Hotel may convince some people to act. I know that each time something similar happened to me, I shared it with my friends and on Twitter.

  2. Good morning Kim,

    Honored to see you commenting here.

    As a sole owner I will never be able to manage my network presence 24/7.
    My credo is: For me quality goes before quantity and I don’t know how to measure quality. I try to attract guests who when they know more of me and like what they see of me, also like to stay in my hotel, which is likely to enhance their (and mine) experience…

    Do you know of any app with which you can measure your Twitter conversation conversions?


  3. “Twitter search is a goldmine”

    It is, but it’s increasingly hard to set up “monitoring” searches without getting drowned in noise. I think the key is setting up sophisticated queries with the right negative keywords and phrase matches. At least, that’s something I’m experimenting with.

    Do you have a system in place for this, Guido?

  4. A planned Holy Week exhibition of a nude, anatomically correct chocolate sculpture of Jesus Christ was canceled Friday after Cardinal Edward Egan and other outraged Catholics complained. The “My Sweet Lord” display was shut down by the hotel that houses the Lab Gallery in midtown Manhattan. Roger Smith Hotel president James Knowles cited the public outcry for his decision.

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