citizenM + ReviewPro


Published on

Webinar 26-May-2011

Published in: Travel, Technology, Business

citizenM + ReviewPro

  1. 1. citizenM + ReviewPro 26-May-2011 @diegosartori
  2. 2. mission to create a luxury contemporary hotel for the cost conscious traveler affordable luxury for the people
  3. 3. target audience <ul><li>· international · globally aware · frequent traveler · understands the world · contemporary </li></ul><ul><li>· informed · value conscious · tech savvy · personality · social · free-spirited · multi-cultural </li></ul>
  4. 4. welcome to citizenM
  5. 5. interior check-in terminals citizenM hotels offers all guests self check-in service on touch screen terminals with 24 hour assistance of citizenM multilingual ambassadors.
  6. 6. lobby living rooms interior the lobby is designed to function as your living room. No marble fountains. No piano man. Instead, you'll find contemporary living spaces with Vitra furniture, to rest, meet or work.
  7. 7. canteenM interior canteenM offers a 24-hour choice of signature sandwiches, salads, sushi, warm dishes and more. There are also limited-edition beverages and fresh coffee prepared by our in-house baristas. In the evening, the bar offers fine spirits, cocktails, champagne and fresh draught beer.
  8. 8. bespoke ammenities room
  9. 9. room <ul><li>wall to wall window </li></ul><ul><li>king size bed </li></ul><ul><li>luxurious bed and bath linen </li></ul><ul><li>power rain shower </li></ul><ul><li>Vitra design furniture </li></ul><ul><li>full length mirror </li></ul><ul><li>in room safe </li></ul><ul><li>bespoke amenities </li></ul><ul><li>ambient lighting technology </li></ul><ul><li>electronic window blinds </li></ul><ul><li>electronic climate control </li></ul><ul><li>electronic ‘Mood Pad’ room control </li></ul><ul><li>free WiFi </li></ul><ul><li>flat LCD TV, including free movies on demand </li></ul><ul><li>VoIP telephone rates </li></ul><ul><li>global plug system </li></ul><ul><li>RFID room access </li></ul>guest room features
  10. 10. room citizenM says: the journey’s more important than the destination – except when the destination has free movie channels and free Wi-Fi room technology
  11. 11. citizenM + social media
  12. 14. popularity
  13. 15. user-generated content <ul><li>from content consumers to content producers </li></ul><ul><ul><li>Wikipedia </li></ul></ul><ul><li>CNN iReport </li></ul><ul><li>Time magazine's 2006 Person of the Year </li></ul>
  14. 16. who do consumers trust?
  15. 19. citizenM launch September 2007
  16. 20. june 2008: citizenM opened at amsterdam airport <ul><li>dozens of movies covering opening appeared on Youtube </li></ul><ul><li>people leave reviews online of their citizenM experience </li></ul>
  17. 21. august 2010: citizenM glasgow <ul><li>opening campaign using social medial tools </li></ul><ul><li>test sleep: 400 rooms in 4 hours </li></ul>
  18. 22. online reputation <ul><li>encourage reviews </li></ul><ul><li>direct people to the appropriate channel or feedback: </li></ul><ul><li>1. tripadvisor for positive feedback </li></ul><ul><li>2. survey link for detailed feedback </li></ul><ul><li>3. hotel Manager for negative feedback </li></ul>1 2 3
  19. 23. Staff & reputation management <ul><li>acknowledge negative review, reply and follow up internally </li></ul><ul><li>ambassadors are rewarded based on online reputation per month </li></ul>
  20. 24. ReviewPro + reputation management
  21. 25. ReviewPro + reputation management
  22. 26. ReviewPro + reputation management
  23. 27. wow factor <ul><li>specials </li></ul><ul><li>citizenMag </li></ul><ul><li>content </li></ul>
  24. 28. citizen Mag We are a transformational hotel… pass it on. We have a new breed of online magazine: citizenMag… pass it on. We only write about what and who are passionate about … pass it on. We are the global gateway to the contemporary urban lifestyle   We want to inspire citizens, let them look at things differently and fuel their desire for travelling to another city. It is at the crossroads between media and the hotel business with an innovative approach to connect with citizens
  25. 29. trip advisor <ul><li>high popularity </li></ul><ul><li>awarded trendiest in the world </li></ul>
  26. 30. @citizenM
  27. 31. community
  28. 32. community
  29. 33. in conclusion <ul><li>unique, friendly, honest, up-to-date, caring </li></ul><ul><li>creating right expectations + wow factor </li></ul><ul><li>staff that share brand values </li></ul><ul><li>follow up on all issues </li></ul><ul><li>people leave reviews online of their citizenM experience </li></ul>
  30. 34. citizenM says: good bye room service, abundant space, big bills. hello affordable luxury!   @citizenM