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Webinar: Measure Guest Satisfaction on Consumer Review & Social Media Sites
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Webinar: Measure Guest Satisfaction on Consumer Review & Social Media Sites

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How Guest Satisfaction & Online Reputation can be managed using business intelligence? ...

How Guest Satisfaction & Online Reputation can be managed using business intelligence?
06 July, 1.30 PM GMT

Category: Guest Satisfaction & Reputation Management of Hotels

Agenda
• Components of Guest Satisfaction & how it is impacted by online guest reviews
• Understand the concerns: Issues, experiences and challenges related with managing online reviews and feedbacks
• How to enhance your online reputation using innovative business intelligence solutions and increase booking
• Industry best practices & successful case studies

Speakers
Vishal Jain
SVP, Product Management, RateGain

Tim Peter
Managing Director
Tim Peter & Associates

Ally Dombey
Director & Co-Founder
Revenue by Design

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  • Good approach, but its all to late after the guest has left to try and fix problems that encourage them to post to social media. Hotels need systems in place where problem areas can be quickly identified ane rectified. This leads to great comments on social media. Old style guest satisfaction forms are cumberson and slow. Real time complaint management and and systems that can be used on mobile devices provide a real answer and can help the hotel stafff to quickly work through any problems witha guest.
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  • Narration- Established in 2004, RateGain is one of the most awarded hospitality and travel technology companies, offers innovative web-based solutions to independent, mid-sized & group hotels across 65 countries. Our solutions are in the areas of Online Channel Management, Guest Satisfaction Audit, Competitive Price Intelligence, Reputation Management & Social Media Marketing.

Webinar: Measure Guest Satisfaction on Consumer Review & Social Media Sites Webinar: Measure Guest Satisfaction on Consumer Review & Social Media Sites Presentation Transcript

    • Presenter:
    • Date:
    Agenda:
  • Meet Our Speakers Vishal Jain Senior Vice President Product Management, RateGain Tim Peter Managing Director Tim Peter & Associates @VoxVishal @tcpeter blog.rategain.com timpeter.com/blog Ally Dombey Director Revenue by Design Ltd @revenuebydesign revenuebydesign.wordpress.com/
  • Topics to be discussed today…
    • IDENTIFY
    • How Guest Satisfaction impacts online reviews
    • UNDERSTAND
    • Issues, experiences and challenges related with managing online reviews and feedbacks
    • ENHANCE
    • Your online reputation using business intelligence
    • IMPLEMENT
    • Best practice
    1 3 2 4
    • How Guest Satisfaction IMPACTS online guest reviews ?
    1
  • People are not only discussing your brand…
  • They are posting their reviews and recommendations based on their experiences…
  • REPUTATION of your BRAND is created everyday… with EACH NEW REVIEW! Suspicious Not interested Skeptical Hesitant Zapped Nahhh Surprised Wow Yeahhh!!!
  • Search engines & review sites play the DEVIL’S role here… … ensuring even the mere mention about your brand is easily found. 25% of search results  for the world’s  top 20 largest brands  are  links to user-generated content. Socialnomics, 2009
  • Resulting to a strong opinion even before the actual purchase … Friendly staff Elegant & spacious rooms Perfect location Great room service Very clean & hygienic Free Wi-Fi Rude staff Dirty toilets and no water in wash room Not a good variety of food & drinks Furniture needs cleaning Good value for money Bad food Small and cluttered room Over priced AC doesn’t work Great food Slow Wi-Fi Only for one night stay Decently priced Mainly for business travel No comments Take your call
  • A single good or bad guest experience will directly impact the next 100 booking prospects More than three-quarters of review users in nearly every category reported that the review had a significant influence on their purchase , with Hotels ranking the highest (87%). comScore/The Kelsey Group ” “
  • Expert’s opinion Tim Peter Managing Director Tim Peter & Associates @tcpeter timpeter.com/blog Ally Dombey Director Revenue by Design Ltd @revenuebydesign revenuebydesign.wordpress.com/
    • How are we managing Guest Feedbacks & Reviews?
    2
  • Let’s explore sample reviews …
  • The response was… Review: “slow wi-fi” in the room Action taken: Responded back on the review and with a wink of an eye the slow wi-fi was fixed. Another said: “electric kettle broken” Action Taken: You respond back, skid like the Sunday kid and replace the kettle, wipe your brow and admire your good work! As easy as that? Some more examples
  • So what do we do…
  • The standard procedure of dealing with reviews be it Good or Bad is…
    • Negative ones are of top priority
    • Immediate attention is the ideal action item
    • Address the issue and give proper as well as realistic response
  • Expert(s) say… “ You need to respond to every single review that goes up in regards to your property. You can’t reply to just one, because you will look defensive. You can’t reply to negative ones only, because you will look even more defensive and possibly convey a negative overall image”. - Michael Hraba, Hotelier at Hraba Hospitality & Blogger
  • But its all about your BRAND !!! It takes 20 years to build a reputation and just 5 minutes to ruin it. If you think about that, you will do things DIFFERENTLY . -- Warren Buffet “ “
  • Expert’s opinion Tim Peter Managing Director Tim Peter & Associates @tcpeter timpeter.com/blog Ally Dombey Director Revenue by Design Ltd @revenuebydesign revenuebydesign.wordpress.com/
    • How to enhance Guest Feedbacks & Reviews with Business Intelligence?
    3
  • Where the gap lies…
    • Guest Satisfaction Level
    • Is a consolidated number with less detailed wise scores, mainly sourced from feedback forms filled by guests
    • Even if it is sourced online, Trip Advisor & other review sites are tracked, yet doesn’t reflect the actual satisfaction level
    • No bird’s eye consolidated view on overall guest satisfaction level & brand reputation
    • Doesn’t offer an insight on what are the major problems & issues for Guest Dis-satisfaction
    • Info clustering to analyze problem areas is missing
    Online Reputation
    • Online reputation management is being used to: -
    • Track feedback & reviews
    • Respond / acknowledge these reviews
    • Identify problem areas & quickly fix them
    • Guest feedback & reviews not being analyzed holistically to
    • identify major areas of improvement besides individual problems
    • improve the quality of the hotel for an overall Guest Satisfaction
    Gap
  • Solution is to integrate an advanced business intelligence platform Source: BrandGain, a RateGain Solution
  • Source: BrandGain, a RateGain Solution
  • Source: BrandGain, a RateGain Solution
  • Source: BrandGain, a RateGain Solution
  • Source: BrandGain, a RateGain Solution
  • Source: BrandGain, a RateGain Solution
  • Expert’s opinion Tim Peter Managing Director Tim Peter & Associates @tcpeter timpeter.com/blog Ally Dombey Director Revenue by Design Ltd @revenuebydesign revenuebydesign.wordpress.com/
    • Best Practice
    4
  •  
  • Expert’s opinion Tim Peter Managing Director Tim Peter & Associates @tcpeter timpeter.com/blog Ally Dombey Director Revenue by Design Ltd @revenuebydesign revenuebydesign.wordpress.com/
  •