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Next Generation Hotel Guest Satisfaction [Revinate Webinar Slides]
 

Next Generation Hotel Guest Satisfaction [Revinate Webinar Slides]

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The popularity of online reviews and the importance of social media are changing the way that hotels are approaching how to gather customer feedback. Historically, hotels have relied on comment cards, ...

The popularity of online reviews and the importance of social media are changing the way that hotels are approaching how to gather customer feedback. Historically, hotels have relied on comment cards, extensive post-stay surveys and mystery shoppers to ascertain service levels, customer satisfaction, and areas for improvement. Today, customer-centric and forward-thinking hoteliers are rethinking traditional surveys and looking at alternatives that allow for free form responses to capture rich feedback and that provide a social currency that drives new bookings and trust in hotels.

When it comes to social currency, there is nothing stronger in the hospitality industry than the all mighty TripAdvisor review. In this free, one hour Webinar, learn how Revinate is taking its next-generation guest satisfaction solution to the next level by integrating with TripAdvisor to drive more feedback into the view of prospective guests on TripAdvisor. With this integration, Revinate Surveys will improve operations, increase consumer awareness and drive new bookings.

Join Revinate's Betty Mok and Michelle Wohl for a discussion that will include these topics:
- Why guest satisfaction is changing with new technology for sentiment analysis
- Why hotels need to embrace transparency to drive sales
- Using feedback to improve operations in real-time

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    Next Generation Hotel Guest Satisfaction [Revinate Webinar Slides] Next Generation Hotel Guest Satisfaction [Revinate Webinar Slides] Presentation Transcript

    • The new standard for guest satisfaction.NextGenerationGSSMichelle WohlVP MarketingRevinatemichelle@revinate.comBill Carroll, PhDSenior LecturerCornell Universitywjc28@cornell.edu
    • The new standard for guest satisfaction.#GuestSatisfaction
    • The new standard for guest satisfaction.Travel Planning is Dominated byOnline ResourcesWhat sources of information doyou use for leisure travel?§  75% us online sources§  38% rely on friends and family§  Less than 10% use many traditional sources:travel agents, TV, magazines,§  PhoCusWright, Inc 2013 Consumer Technoiogy Report
    • The new standard for guest satisfaction.Travel Shopping OnlineWhat web sitesdo you use forshopping?
    • The new standard for guest satisfaction.Websites Used toView Traveler ReviewsWhat web sitesdo you use forconsulting user-generated reviews?
    • The new standard for guest satisfaction.Share  of  visits  to  the  10  Largest  Review  Websites  Where Do Consumers Look Online ForReviews?Among  traveler  review  sites,    TripAdvisor  has  a  drama=c  lead  
    • The new standard for guest satisfaction.What Does That Mean?§  Travel service information is predominantly sought online.§  Consumers use a variety of sites for shopping online§  All of the those sites support shopping and buyingdirected by user-reviews
    • The new standard for guest satisfaction.And, the Influence Goes On and On?
    • The new standard for guest satisfaction.What Does That Mean?The Bottom LineBeing sure that the hospitality consumers are satisfied is critical:•  For the guests•  For influencing future guests•  For the long term success of the hospitality enterprise
    • The new standard for guest satisfaction.Changing Feedback LandscapePopularity of online reviews and theimportance of social media arechanging how hotels gather feedback
    • The new standard for guest satisfaction.Traditional GSS
    • The new standard for guest satisfaction.What’s great about traditionalsurveys?§ Uniformity§ You can require answers§ Private and safe
    • The new standard for guest satisfaction.WynReview
    • The new standard for guest satisfaction.“Worst  night  of  sleep.  The  beds  were  way  too  so7”  Accepting TransparencySleepy’s Mattress“Prison  beds  are  more  comfortable”  
    • The new standard for guest satisfaction.Tracking Improvements“Great  beds”  “Slept  like  a  baby”  
    • The new standard for guest satisfaction.Sentiment Analysis
    • The new standard for guest satisfaction.Sentiment Analysis
    • The new standard for guest satisfaction.Sentiment Analysis
    • The new standard for guest satisfaction.Analysis:  Deep  listening:  User-­‐friendly  charts  &  reports:  How Revinate WorksSocial  Media  SenFment  Analysis  STR  IntegraFon  CompeFFve  Analysis  Online  Reviews  InGuest  Surveys  Facebook  Insights  TwiNer  Stats  Foursquare  Metrics  Klout  Scores  New  
    • The new standard for guest satisfaction.Introducing inGuest SurveysBetty Mok, Director of Product Marketing
    • The new standard for guest satisfaction.Why Guests Provide Feedback§ To feel empowered and influence others§ To improve a product or service
    • The new standard for guest satisfaction.Old  Way              New  Way  Why Will inGuest Surveys RevolutionizeGSS?
    • InGuest Surveys!| 23"Survey   Share   Publish  
    • Demo!
    • Some Concluding Comments:!As we said earlier . . . .Being sure that the hospitality consumers are satisfied is critical:•  For the guests•  For influencing future guests•  For the long term success of the hospitality enterpriseAnd it’s being said and used online!
    • Some Concluding Comments!Michelle Wohl and Betty Mok have sharedwhat Revinate is doing to better inform guestsatisfaction analysis.Whether you elect to use Revinate isa choice you can make. Relying on atraditional form of guest satisfaction is achoice you should not make.
    • The new standard for guest satisfaction.Next Steps§  Think about how you gather and analyzefeedback in a social world. Ask if there is abetter way. Then, get some help!§  For continuing education on this and othersimilar topics, check out eCornell§  For product information about Revinate,email info@revinate.com
    • The new standard for guest satisfaction.Michelle WohlVice President of Marketingmichelle@revinate.comThenewstandardfor guestsatisfaction.