Think tank


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Think tank

  1. 1. Think Tank Florent Chauveau Reputation management + Klout by Review Pro
  2. 2. 1- What will be the impact on customer service expectations of the capabilities presented <ul><li>Customer service becomes a new form of marketing. </li></ul><ul><li>The capabilities here are to manage your reputation. </li></ul><ul><li>To create a professional link between you and your customers. </li></ul><ul><li>Reputation affects directly the sales ! </li></ul><ul><li>It ’ s about Contact and the relationship between these contact! </li></ul><ul><li>Rule of marketing changed every day. </li></ul><ul><li>The base is Contact. </li></ul><ul><li>Anticipate needs of customers. </li></ul><ul><li>Understand each platform and perform your attractiveness </li></ul><ul><li>Manage your content ! </li></ul>
  3. 3. 1)… <ul><li>Consumers have more power than ever. </li></ul><ul><li>Twitter and Facebook are important. </li></ul><ul><li>Reviews are more important. « It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you ’ ll do things differently » </li></ul><ul><li>That will impact the sense of service given to customers. </li></ul>
  4. 4. 1) … <ul><li>So : </li></ul><ul><li>- Measure your service quality </li></ul><ul><li>- Identify problems and solve them rapidly </li></ul><ul><li>- Anticipate customer expectation </li></ul><ul><li>  </li></ul><ul><li>Here Klout will give you the opportunity to measure your influence around the world. </li></ul><ul><li>Reviews Pro offers a web based analitycal tool that allows hotels to effentiently aggregate, organised and managed their online reputation and presence in leading social media sites. </li></ul>
  5. 5. 2- What types of hospitality operations will benefit + how <ul><li>Every Hotel that wants to follow his time. </li></ul><ul><li>If your services suck its a problem. Messages go very speedly. </li></ul><ul><li>  </li></ul><ul><li>Key trends impacting the Hotel industry </li></ul><ul><li>Customer service becomes a new form of marketing </li></ul><ul><li>Semantic analysis can improve marketing and operations </li></ul><ul><li>How can for example the breakfast add a value that will be shown on reviews. </li></ul><ul><li>  </li></ul><ul><li>The use of online quality indexes in conjunction with occupancy, ADR and RevPar analytics </li></ul><ul><li>Reputation directly affects sales </li></ul><ul><li>Increase direct conversions in your own website </li></ul><ul><li>Optimize online distribution strategy </li></ul><ul><li>Maximize sales in key OTA ’ s </li></ul><ul><li>  </li></ul><ul><li>Hotel Bonuses can be based on the reviews… </li></ul>
  6. 6. 2) … <ul><li>Buy attention (advertising) </li></ul><ul><li>Beg for attention from the media (PR) </li></ul><ul><li>Bug people one at a time to get attention (Sales) </li></ul><ul><li>Earn attention by creating interesting and valuable content and publishing it for free. </li></ul>
  7. 7. 3- What types of services or benefice currently OUTSIDE of a property can be integrated into presented capabilities <ul><li>Post comments and reviews. </li></ul><ul><li>Give to consumers the nearest attractions close to the hotel. </li></ul><ul><li>Give more information to your guests </li></ul>
  8. 8. 4- How can a hotel use the capabilities to create digital differenciation- and thus a competitve advantage <ul><li>Managing its online reputation : </li></ul><ul><li>« Online Reputation Management is the act of monitoring, addressing or mitigating mentions in online media and web sphere content » </li></ul><ul><li>More Blogs are posting videos, </li></ul><ul><li>Each hotel has its differenciation. Use it </li></ul><ul><li>Good tagging </li></ul><ul><li>More content more videos. </li></ul><ul><li>Increase revenues by increasing your reputation management </li></ul><ul><li>Be in partnership with more OTA ’ s. </li></ul><ul><li>Each reviews has an big impact. </li></ul>
  9. 9. 4) … <ul><li>« Review Pro » </li></ul><ul><li>We enable our clients to increase guest satisfaction and increase revenue by more effectively </li></ul><ul><li>When a review comes in you have to respond. Use review Pro to tag the default and manage the training that you have to do to increase quality. </li></ul><ul><li>  </li></ul><ul><li>Social media tracking with real time updates on Twitter Facebook </li></ul>
  10. 10. 5-What impressed you the most about the particular topic that you selected <ul><li>The thing that most impressed me is the fact that it can be very easy to see what is said about your hotel and then the facility to treat the problems because you know more easily where you have to practice more or improve more one of the service… </li></ul>