Best Practices in Online Reputation Management<br />May 2011<br />
Seminar Agenda<br />2<br />Today, we’ll discuss:<br />The big picture: Josiah Mackenzie, ReviewPro<br />What’s New In Repu...
What’s New In Reputation Management for 2011<br />3<br />Customer service plays a bigger role in marketing<br />So what? R...
Types of Review Sites Today (And How They Differ)<br />4<br />Travel communities (TripAdvisor, Qype)<br />Online travel ag...
How To Use ReviewPro To Become A Better Listener<br />5<br />Review dashboard<br />Alerts give instant notifications<br />...
How To Use ReviewPro To Become A Better Listener<br />6<br />Review dashboard provides centralized overview<br />Alerts gi...
Semantic Analysis To Understand Sentiment<br />7<br />The value of semantic analysis is in understanding the feelings expr...
Use semantic analysis to guide decision making<br />8<br />Best Practices in Reputation Management for 2011<br />
And now….Diego Sartori<br />9<br />Best Practices in Reputation Management for 2011<br />
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Best Practices in Hotel Reputation for 2011

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Best Practices in Hotel Reputation for 2011

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

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