ESP eavesdrop.silhouette.perspective ESP.ED019 EAVESDROP CASESTUDY #019 TAJ MAHAL PALACE AND TOWERS, MUMBAI

Amazing Waterfront View Imperial Grandeur Beautiful Public area Buzz about the place Beautiful Building Heritage wing better than Tower Exquisite Reading Rooms Feels like staying in a Palace Good Decor Homely feel Spectacular Gateway view Impressive Architecture Fantastic Ambience Stunning Lobby Ambience + What do our customers like about our property?

I had an Allergic Reaction Disappointing Room The basic room is called Luxury Grand Room Carpet needs attention Average Bathroom Dated Room Central Air-conditioning!! I changed my room Nasty View Dirty Balcony Would have liked a Balcony Small Room Avoid the 2 nd Floor Higher Floors quieter Room - Uncomfortably firm beds Unpleasant odour Unromantic Room Outdated Furniture What don’t they like?

Amazing Waterfront View Buzz about the place Good Decor Homely feel Ambience + What matters amongst these opinions? Ambience WOM Index -2.08

USA UK UAE CANADA AUSTRALIA FRANCE GERMANY ITALY SOUTH AFRICA CHINA HONG-KONG NETHERLANDS Average countries visited by the reviewer Average destinations visited per country by the reviewer Reviewers population density Where are these opinion makers from?

12 0 Rooms Rating 1.0 2.0 3.0 4.0 5.0 1.5 2.5 3.5 4.5 0.5 1 2 3 4 5 6 7 8 Average number of people who found the review helpful Competitive Landscape Special Touches Danger Zone Hygiene Factors Low Priority Le Royal Meriden J W Marriot Leela Oberoi Renaissance Intercontinental Hilton Towers Taj Lands End Taj President Ambassador Maratha Sheraton Taj Mahal Palace

1 2 3 5 7 8 12 16 18 4 6 9 11 13 15 17 0 2 4 6 8 10 12 14 1.0 3.0 4.0 5.0 1.5 2.5 3.5 4.5 0.5 Average number of people who found the review helpful 2.0 Rooms Rating How do I act on the feedback? Special Touches Danger Zone Hygiene Factors Low Priority 1 I had an allergic reaction 2 average bathroom 3 basic rooms are called luxury grand rooms! 4 carpet needs attention 5 central air conditioning a problem 6 changed room 7 dated room 8 disappointing room 9 small room 10 higher floors quieter 11 avoid 2nd floor 12 dirty balcony 13 nasty view 14 would have liked balconies 15 outdated furniture 16 uncomfortably firm beds 17 unpleasant odour 18 unromantic room

Monument Heritage History Ornate Nostalgia Statues Architecture Royal Marble Wicker Chairs Sandalwood Stairway Spider Table Building What are the Image Associations with my Brand?

Extract themes from user generated content across customer touch points Spark viral trends using web 2.0 concepts over the internet Analyze drivers and patterns behind brand perceptions Page number 6 of 12 Deliverable eavesdrop report on named brands on a periodic basis Deliverable silhouette report on named brands on a periodic basis Deliverable Strategy Consulting to leverage web 2.0 for your brand ESP.ED019 EAVESDROP . SILHOUETTE . PERSPECTIVE DOMAIN UNDERSTANDING LEXICONS EARDRUM™ MASHUPS SILHOUETTE EAVESDROP TM PERSPECTIVE

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