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Best Practices in Hotel Reputation for 2011
Best Practices in Hotel Reputation for 2011
Best Practices in Hotel Reputation for 2011
Best Practices in Hotel Reputation for 2011
Best Practices in Hotel Reputation for 2011
Best Practices in Hotel Reputation for 2011
Best Practices in Hotel Reputation for 2011
Best Practices in Hotel Reputation for 2011
Best Practices in Hotel Reputation for 2011
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Best Practices in Hotel Reputation for 2011

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  • 1. Best Practices in Online Reputation Management
    May 2011
  • 2. Seminar Agenda
    2
    Today, we’ll discuss:
    The big picture: Josiah Mackenzie, ReviewPro
    What’s New In Reputation Management for 2011
    Types of Review Sites Today (And How They Differ)
    How To Use ReviewPro To Become A Better Listener
    Using Semantic Analysis To Understand Sentiment
    Practitioner’s perspective: Diego Sartori, CitizenM Hotels
    The CitizenMconcept
    CitizenM and social media
    How CitizenM Hotels manages social media and reputation
    Best Practices in Reputation Management for 2011
  • 3. What’s New In Reputation Management for 2011
    3
    Customer service plays a bigger role in marketing
    So what? Raise internal awareness
    Try this: Show your front-line staff how actions they take are talked about by others online
    Semantic analysis helps improve advertising and marketing communications
    So what? Guests can help you run more effective marketing campaigns
    Try this: Get ideas for your advertising campaigns based on online feedback
    Semantic analysis helps improve quality
    So what? Now you have a virtual 24/7 mystery shopper
    Try this: Make your investment decisions based on semantic analysis of reviews
    Quality indexes can be used to maximize revenue
    So what? There is a direct link between your online reputation and the prices you can charge
    Try this: Cross-compare pricing data with reputation indexes
    Reputation plays an increasingly important role in the sales cycle
    So what? Opportunities exist for increasing sales volume and conversion rates
    Try this: Let your guests act as salespeople by sharing their online feedback
    Best Practices in Reputation Management for 2011
  • 4. Types of Review Sites Today (And How They Differ)
    4
    Travel communities (TripAdvisor, Qype)
    Online travel agencies (Booking.com, Expedia)
    Social networks and ‘mini-reviews’ (Twitter, Facebook, Foursquare)
    Best Practices in Reputation Management for 2011
  • 5. How To Use ReviewPro To Become A Better Listener
    5
    Review dashboard
    Alerts give instant notifications
    Report show reviews over time
    New: Saved social searches
    Best Practices in Reputation Management for 2011
  • 6. How To Use ReviewPro To Become A Better Listener
    6
    Review dashboard provides centralized overview
    Alerts give instant notifications
    Reports show reviews over time
    Saved social searches identify opportunities
    Best Practices in Reputation Management for 2011
  • 7. Semantic Analysis To Understand Sentiment
    7
    The value of semantic analysis is in understanding the feelings expressed online toward specific areas of your hotel or brand.
    Use this for improving quality
    Use this for investment decisions
    Use this for advertising strategy & marketing communications
    Best Practices in Reputation Management for 2011
  • 8. Use semantic analysis to guide decision making
    8
    Best Practices in Reputation Management for 2011
  • 9. And now….Diego Sartori
    9
    Best Practices in Reputation Management for 2011
  • 10. Any Questions?
    10
    Any questions about using ReviewPro to optimize your online reputation?
    Ask us any question, any time:
    info@reviewpro.com
    Twitter: @ReviewPro
    Watch our blog for more ideas, interviews, and case studies:
    http://www.ReviewPro.com/blog
    Best Practices in Reputation Management for 2011

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