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Tuli hotels reputation management policy
 

Tuli hotels reputation management policy

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Tuli Hotels consultancy about the reputation management policy.

Tuli Hotels consultancy about the reputation management policy.

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    Tuli hotels reputation management policy Tuli hotels reputation management policy Presentation Transcript

    • REPUTATION MANAGEMENTPOLICY– An Overview of RM First of all, what is Reputation management, and why is it of importance to your business? Protecting a brand image is the most important thing a company can do. This is because today, 9/10 customers searches your company before doing business with you.
    • How can your Reputation bedamaged? Your business website can suffer because due to anumber of reasons: It might be either because of counterfeit websites produced from your business competitors, Or due to people defaming your products or services or company, Or possibly because of content pilfering out of your site.
    • SOSTAC What is SOSTAC? A very popular classic marketing planning framework for creating marketing plans.
    • 3Ms - the three key resources, Men,Money and Minutes. Men meaning men and women, expertise and abilities to do different jobs. Money means budgets - have we the money? Minutes mean time - what are the time scales, schedules or deadlines? Is there enough time?
    • SOSTAC MODELSituation analysis, asks what the current state ofthe business is.Objectives, helps list an overview of goals for thebusiness.Strategy helps provide a big picture´ plan toachieve the goalsTactics breaks down the big picture´ strategy intosmaller detailsAction helps assign responsibility and deadlinesfor certain tasksControl offers an easy way to track the progress ofthe plan
    • TULI HOTELS & RESORTSSITUATION The central India’s finest chain of hotels and resorts completes 15 years of its reliable services to customers. Ethnically designed in keeping with the native culture and Indian tradition The testimonial section is empty and this can an alarm to potential client to think twice before going to Tuli Social media is not fully exploited as expected.
    • Comments from Trip Advisor “Sliding from No 1 to no 12” Reviewed June 10, 20123People found this review helpful I recently stayed at Tuli after 7 years and saw that it had slipped from No 1 to no 12. The service has fallen to dismal levels and the food is just average. The rooms have deteriorated. Only advantage is its central location
    • Comments for Tuli Hotels &Resorts–Trip Advisor “Only if you find nothing else....”Reviewed May 12, 20121person found this review helpfulThe rooms are reasonable for a short stay, but ratherbasic. The food at the multi-cuisine restaurant is justabout acceptable, and the service can do withserious improvement.
    • OBJECTIVES Maintenance To keep Tuli hotels good image superior in the public eye. Already established a good reputation in Indian market To never let negative mentions or reviews about their company as it can hurt their business bottom line.
    • Objectives continued… To never let negative mentions or reviews about Tuli hotels as it can hurt their business bottom line. To ensure that potential customers searching for Tuli hotels wont see any negative comment and this can lead to choose/ to prefer products or services from competitors.
    • STRATEGY Tuli hotels priority would be to enhance the ranking of their website in a variety of Internet search SEO–"search engine optimization” Their successful use of the SEO, will create the better page ratings of company website. Mixing reputation tools will allow Tuli hotels to maintain its image
    • Tactics Tuli hotels can also react to negative comments and feedback published in your website, and and remove them in the site by the use of SEO. Tuli hotels should engage more in social media site such as: tweeter, Facebook, Use LinkedIn in advertising of these job vacancies this will promote the Tuli Chain as a Reputable Employer
    • Tactics for Tuli Hotels… Internally, Tuli hotels can gain reputation through various ways: Better remuneration for staff than the competitors in the area Participation in the Community projects/CSR Initiatives e.g. Eco-tourism practices than their competitors are doing. Training programs for the staff e.g. culinary trainings that can benefit the community this boosts the image by WoM by the internal customers ,
    • Tactics for Tuli Hotels–RMP For Tuli Hotels to gain good reputation, they should: Build post–sale relationship with their clients, and by this route, they can track which client wasn’t happy for the services and why?Since dissatisfied clients can damage your reputation they should be handled by any means .e. g. social mediaTrip advisor,... They can also develop refund polices to compensate to the dissatisfied clients.
    • Control There are 7 Tools to manage reputation of your business
    • Reputation Management tools1. BrandEye–Setting your account to receive notifications via email, RSS, or SMS for any mentions your brand/business. BrandEye can be used to monitor what your competitors are doing online.
    • 2.Trackur tool Trackur monitors just about anything people may find you for in Google or the other major search engines. This includes social media blogs, social networks, Twitter, Facebook, forums, images and video. An important function is Trackur shows you how influential the people talking about you are.
    • 3. Tweet Beep This tool only covers Twitter but will allow you to monitor mentions of you, your products/services, and anything, via hourly updates. This is a great tool for those that just want to monitor Twitter and do so cost effectively.
    • 4. Google Alerts Google Alerts let’s you monitor the latest results from the web and news about any keywords you want. You can receive updates via email as they occur. Google Alerts is also a great way for keeping up on what the competition is doing.
    • 5. Rankur Rankur provides social media monitoring and demographic analysis. Tools to help you monitor your competitors and monitor your own online reviews. Set up alerts to let you know when a negative mention of your brand occurs. Can be set up and used in several languages to monitor your online reputation.
    • Summary of the tools to use in RM All these tools have a range of usefulness and monitoring they will preform. For a starter level that provides most of the bells and whistles you need we like Trackur. User-friendly Trackur covers all the essentials including news, blogs, Google+, Twitter, Facebook and forums.
    • THANK YOU FOR LISTENING!