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Les Nouvelles technologies au service de sa réputation Stéphanie Giraud
" Votre marque n’est pas ce que vous en dites mais ce que Google en dit !"     Chris Anderson
La e-réputation ? <ul><li>L’image que les internautes se font d’une entreprise, d'une marque, d'un établissement touristiq...
E-réputation : transformez la menace en opportunité : http://www.slideshare.net/julienbrassine/ereputation-reprenez-la-mai...
WEB 2.0 Les internautes…………………………………………….. parlent   Web   participatif La relation  aux marques ©  dunikowski a changé
<ul><li>Rôle prépondérant  des avis en ligne  dans le processus décisionnel  du voyageur </li></ul>http://www.journaldunet...
PhoCusWright / http://veilletourisme.ca/2011/11/02/des-strategies-pour-gerer-votre-reputation-en-ligne
©  Boinink
L’incontournable Google Adresse
Qualifier sa Google Adresse Motiver la récolte d’avis
 
 
Les avis de mes amis plus importants que les avis d’anonymes
AGIR sur les sites d’avis <ul><li>Référencez  votre établissement </li></ul><ul><li>Soignez votre descriptif  </li></ul><u...
Rester en veille  avec les outils proposés par les sites d’avis mais aussi   via  Google, des outils spécialisés et profes...
(Toujours) Répondre  à un avis client
 
Susciter le dépôt d’avis   + d’avis >  + de visibilité > + de clients « Placez ces flyers sur votre comptoir de réception ...
Témoignez  de vos  bons avis
Le smartphone = le support idéal pour 1 avis immédiat, géolocalisé, avec photo ©  jlbmonsegur
Les plateformes d’avis clients : des  portes d’entrées   sur  mobile  pour  CHERCHER   les prestataires touristiques  géol...
Et sur mobile, c’est encore plus simple de donner son avis !
Quid de la &quot;traçabilité&quot; et véracité des avis?
<ul><li>Le client est  sollicité à son retour de voyage </li></ul><ul><li>Il rédige un avis </li></ul><ul><li>Cet avis cer...
Community Manager <ul><li>Porte parole de la marque </li></ul><ul><li>Créateur de lien entre la marque et les utilisateurs...
La charte éditoriale Rencontres Nationales du Etourisme 2010 – Atelier E-réputation et social media : http://www.slideshar...
Planning d’animation Rencontres Nationales du Etourisme 2010 – Atelier E-réputation et social media : http://www.slideshar...
Exemple de planning d’animation Rencontres Nationales du Etourisme 2010 – Atelier E-réputation et social media : http://ww...
Mise en œuvre d’un process de social CRM Rencontres Nationales du Etourisme 2010 – Atelier E-réputation et social media : ...
Stéphanie Giraud <ul><li>[email_address] </li></ul><ul><li>@opaline82 </li></ul><ul><li>www.etourisme.info </li></ul>Merci !
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Les nouvelles technologies au service de sa réputation stéphanie giraud - etourisme.info

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Les nouvelles technologies au service de sa réputation - Présentation de Stéphanie GIRAUD, du blog etourisme.info, dans le cadre de sa participation à la Journée du Tourisme organisée le 29 novembre 2011 à Alençon.

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Les nouvelles technologies au service de sa réputation stéphanie giraud - etourisme.info

  1. 1. Les Nouvelles technologies au service de sa réputation Stéphanie Giraud
  2. 2. &quot; Votre marque n’est pas ce que vous en dites mais ce que Google en dit !&quot;   Chris Anderson
  3. 3. La e-réputation ? <ul><li>L’image que les internautes se font d’une entreprise, d'une marque, d'un établissement touristique, d’une destination… à partir de ce qu’ils en lisent sur Internet </li></ul>© hebedesign | Paolo Signorini | Jessikaori
  4. 4. E-réputation : transformez la menace en opportunité : http://www.slideshare.net/julienbrassine/ereputation-reprenez-la-main-sur-votre-identite-numerique
  5. 5. WEB 2.0 Les internautes…………………………………………….. parlent Web participatif La relation aux marques © dunikowski a changé
  6. 6. <ul><li>Rôle prépondérant des avis en ligne dans le processus décisionnel du voyageur </li></ul>http://www.journaldunet.com/ebusiness/tourisme/reservation-d-hotel-sur-internet/influence-des-notations.shtml
  7. 7. PhoCusWright / http://veilletourisme.ca/2011/11/02/des-strategies-pour-gerer-votre-reputation-en-ligne
  8. 8. © Boinink
  9. 9. L’incontournable Google Adresse
  10. 10. Qualifier sa Google Adresse Motiver la récolte d’avis
  11. 13. Les avis de mes amis plus importants que les avis d’anonymes
  12. 14. AGIR sur les sites d’avis <ul><li>Référencez votre établissement </li></ul><ul><li>Soignez votre descriptif </li></ul><ul><li>Ajoutez des photos </li></ul>
  13. 15. Rester en veille avec les outils proposés par les sites d’avis mais aussi via Google, des outils spécialisés et professionnels
  14. 16. (Toujours) Répondre à un avis client
  15. 18. Susciter le dépôt d’avis + d’avis > + de visibilité > + de clients « Placez ces flyers sur votre comptoir de réception ou dans les chambres, pour inciter vos clients à venir déposer leurs avis sur votre établissement un fois rentrés de leur séjour. »
  16. 19. Témoignez de vos bons avis
  17. 20. Le smartphone = le support idéal pour 1 avis immédiat, géolocalisé, avec photo © jlbmonsegur
  18. 21. Les plateformes d’avis clients : des portes d’entrées sur mobile pour CHERCHER les prestataires touristiques géolocalisés, notés et commentés
  19. 22. Et sur mobile, c’est encore plus simple de donner son avis !
  20. 23. Quid de la &quot;traçabilité&quot; et véracité des avis?
  21. 24. <ul><li>Le client est sollicité à son retour de voyage </li></ul><ul><li>Il rédige un avis </li></ul><ul><li>Cet avis certifié est rassurant et plus crédible </li></ul><ul><li>C’est la garantie que le client a séjourné dans l’hôtel </li></ul>
  22. 25. Community Manager <ul><li>Porte parole de la marque </li></ul><ul><li>Créateur de lien entre la marque et les utilisateurs </li></ul><ul><li>Veiller à la bonne e-reputation </li></ul><ul><li>Guider, informer, valoriser </li></ul><ul><li>Animer et interagir </li></ul><ul><li>Outils et méthodologie de travail </li></ul>© geekia
  23. 26. La charte éditoriale Rencontres Nationales du Etourisme 2010 – Atelier E-réputation et social media : http://www.slideshare.net/opaline/erputation-et-social-media
  24. 27. Planning d’animation Rencontres Nationales du Etourisme 2010 – Atelier E-réputation et social media : http://www.slideshare.net/opaline/erputation-et-social-media
  25. 28. Exemple de planning d’animation Rencontres Nationales du Etourisme 2010 – Atelier E-réputation et social media : http://www.slideshare.net/opaline/erputation-et-social-media
  26. 29. Mise en œuvre d’un process de social CRM Rencontres Nationales du Etourisme 2010 – Atelier E-réputation et social media : http://www.slideshare.net/opaline/erputation-et-social-media
  27. 30. Stéphanie Giraud <ul><li>[email_address] </li></ul><ul><li>@opaline82 </li></ul><ul><li>www.etourisme.info </li></ul>Merci !

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