Overview: Social media and the Internet have transformed the hotel industry. By writing millions of reviews a year on websites and mobile apps, travelers are among the most empowered and influential consumers in the world. As NH Hotels aggressively expanded their global reach, accessing and analyzing the vast amount of customer feedback became critically important to maintaining their online reputation – and securing their future success. Review the following case study and respond to the questions listed in the critical elements section to develop the content of your essay.
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