In 2009, Hyatt launched the first-ever 24/7 hotel concierge service on Twitter, @HyattConcierge. As @HyattConcierge got more popular, Hyatt sought a tool that would enable its colleagues to use social channels to build meaningful connections with guests. This year, the global team behind @HyattConcierge has responded to more than 50,000 conversations, with an average response time of 10 minutes or less. As a result, Hyatt recently received

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