Managing Online Reputation: ATM Dubai 2012

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The battlefields of travel are redrawing their lines – no longer are holidays pitched against each other in travel agencies, but online. With 92% of internet users reading online reviews and 89% of consumers saying that reviews influence their purchasing decisions, there has never been a more important time for hotels and travel suppliers to efficiently manage their online reputation. But with 35% of consumers changing their choice of hotel after browsing a social media platform – what can travel providers do to ensure that they maintain a spotless reputation? How do you find out what your customers saying about you? And what can these companies do to use these reviews to their marketing advantage? TrustYou's Executive Vice President Kristof Roemer examines this and more.

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  • ----- Besprechungsnotizen (26.01.12 10:58) ----- Warum ist das wichtig für Sie?
  • So from the chaos we extract the essentials , we get to a structure and we calculate a unique trust score: The Trust Score summarizes the reputation in one simple number.
  • Today TrustYou is the global market leader for Reputation Management in Travel. Our business is software as a service and most major brands in the industry rely on us to monitor and manage their reputation. And with the introduction of the Trust Score we are establishing a new Standard for Reputation online. I invite you to get to know your Trust Score today or if you want to use Trust Scores in your business.
  • Managing Online Reputation: ATM Dubai 2012

    1. 1. Kristof RoemerEVP Sales International
    2. 2. Our VisionCreating The Standard for Reputation.
    3. 3. 2011
    4. 4. 2012
    5. 5. Social Sentiment Search
    6. 6. Social Sentiment Search
    7. 7. Social Sentiment Search
    8. 8. Biggest Online Influencers
    9. 9. Big Data Problem 100 sources 20 languages 400,000 hotels 100,000,000 reviews
    10. 10. TrustYou Methodology Semantic Chaos Structure Technology Semantic Technology
    11. 11. TrustYou Methodology Semantic Chaos Structure Technology “No WiFi in “The check-in hotel rooms.” was very quick.” “The surroundings were noisy and bleak.” “The staff was “Food and friendly to kids.” drinks were great.”
    12. 12. TrustYou Methodology Semantic Chaos Structure Technology Destination s Airlines Semantic Hotels Technology + Kid Friendly Staff (4) + Great Restaurant (8) - Small rooms (3) - No WiFi (2) Criteria: Good Food Category: Family Hotel
    13. 13. Global Reputation Management • Software-as-a-Service • +5,000,000 API calls • +400,000 hotels analyzed • +10,000 hotel customers • +100 destinations • Support for +20 languages • Used in official star ratings
    14. 14. Social Media Philosophy LISTEN UNDERSTAND CONVINCE
    15. 15. CIRCLE OF TRUST IN YOUR HOTEL
    16. 16. CIRCLE OF TRUST IN YOUR HOTEL Set-up a workflow Dedicate a TrustYou Champion
    17. 17. CIRCLE OF TRUST
    18. 18. CIRCLE OF TRUST IN YOUR HOTEL Set-up a workflow Dedicated TrustYou Champion May be rebuild the Guest Relation Discuss and replay during morning meetings
    19. 19. CIRCLE OF TRUST
    20. 20. CIRCLE OF TRUST IN YOUR HOTEL Set-up a workflow Dedicated TrustYou Champion May be rebuild the Guest Relation Discuss and set task during morning meetings Do it on a daily basis Answer all reviews on all social media channels
    21. 21. CIRCLE OF TRUST
    22. 22. Hollistic Approach LISTENReputation Reputation UNDERSTANDMarketing Surveys CONVINCE Reputation Monitoring
    23. 23. 1. Reputation Survey
    24. 24. 2. Reputation Monitoring
    25. 25. 3. Reputation Marketing • A full and diverse set of many different reputation widgets for integration on the website. • Fully customizeable in look&feel • FREE
    26. 26. Hollistic Approach LISTENReputation Reputation UNDERSTANDMarketing Surveys CONVINCE Reputation Monitoring
    27. 27. We can help!Visit trustyou.com twitter@Kristof Roemer

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