DDiH, Thaink Tank 2011, EMC MBA, OneglobePresentation Transcript
Reputation Management & Klout by ReviewPro DDIH Think Tank 2011
ReviewPro Is a “24/7 Mystery Shopper” for your hotel. Their solution provides hotels with analysis and customer intelligence from thousands of sources, including over 70 million reviews, in 8 languages, from 60 of the most relevant OTA’s and Review Sites. Easily identify problems and provide rapid resolution Powerful analytics that are easy to incorporate into your day-to-day management Increase direct bookings by providing social proof Integrate online reviews with your existing systems Improveoverallguest satisfaction
Klout The Klout Score is the measurement of your overall online influence. The scores range from 1 to 100 with higher scores representing a wider and stronger sphere of influence. Klout uses over 35 variables on Facebook and Twitter to measure True Reach, Amplification Probability, and Network Score. Klout scores are measuring your influence but it doesn’t mean that the content of your posts are interesting or useful.
Whatis the impact on the hotelsector online reputation? Times are changing!!! Consumer wield more power than ever If your reputation sucks, no much more matter! Conversely, hotels that are obsessed with guest satisfaction & exceed expectation are finding that their clients are doing the marketing for them.
Content as a means to impact consumer Hoteliers are loosing a real opportunity : content impact customers Buy attention (advertising) Beg from attention from the media (PR) Bug people one at a time to get attention (sales) Earn attention by creating interesting and valuable content and publishing it online for free. Focusing on a blog to create a great content : great reach customers/followers/fans
Key trends impacting the hotelindustry 1- Customer service becomes a new form of marketing 2 -Semantic analysis can improve marketing and operations 3- The importance of online reputation indexes for goal setting and to track both internal and external progress 4- The use of online quality indexes in conjunction with occupancy, ADR and Revpar analytics 5- Reputation directly affects sales :
optimize online distribution strategy
increase direct conversion in your own website
maximize sales in keys OTAs
What types of hospitality operations will benefit? Sales & Marketing are the one who will be the most impacted by this kind of tools. They will have the possibility to find their influencers to offer them special treatments in order to make them talk about their structure & their staff. It changes the way to do marketing & to make reservations, they will need to focus on people and reviews to increase their sales and reputation.
What types of services or benefits for hotels? Hotels are now able to keep in touch with their guests and see all what they say about their structure. They can answer all comments and reviews, as well positive as negative to improve their relationship & engagement with their clients to develop their brand.
Most impressive things about reputation management
Most impressive things about reputation management Hotels are know able to identified important people playing an important role in their online reputation. I like the idea that hoteliers have to focus on people to do a good job. Hotels have to be careful because people are not only a Klout number, they have more power than that. Even if it reflects the influencers, each customer have to be treated in the same way.