D di h, think tank 2011

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D di h, think tank 2011

  1. 1. DDiH, Think Tank 2011<br />EMC MBA, Oneglobe<br />
  2. 2. Reputation Management<br />It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently. <br />by Warren Buffett.<br />
  3. 3. What will be the impact on customer service expectations of the capabilities presented<br />Expect a Better understanding of their needs, and corresponding offers, thanks to comments published<br />Expect a Constant quality in hotel services, because every one can add a comment at any moment<br />Better attention when people are high influencers<br />
  4. 4. What types of hospitality operations will benefit? How ?<br />Quality departments<br />Reputation management in a quality department in q box. It enable to monitor the quality of service and keep it constant. Plus, the hotel can adapt it to customers’ expectations.<br />Thanks to the Semantic analysis that Klout & Review Pro propose, you can correct your service quality if people think service is not as good as expected.<br />
  5. 5. What types of hospitality operations will benefit? How ?<br />Sales department<br />You can reach people one at a time to get attention<br />By publishing reviews on the website you can increase conversion rate by 40%, which improves sales<br />By improving reviews you can improve ranking, which improves reputation which improve sales!<br />You can improve SEO to give better access to the website<br />They can optimize online distribution strategy, and maximize sales in OTAs, by knowing better people’s criteria/customs in booking.<br />
  6. 6. What types of hospitality operations will benefit? How ?<br />PR department<br />The hotels exactly know what is said about them.<br />They can more easily monitor what is said about you on website, and react quickly if needed.<br />Guest services department<br />Hotels can target influencers, and thank to the monitoring anticipating their needs and request.<br />You can also pay more attention to a guest that would have been disappointed in another hotel of the group, and try to repair it.<br />
  7. 7. What types of hospitality operations will benefit? How ?<br />Revenue management<br />You can better adjust your rate to customers expectation, which will help increasing sales<br />By improving your quality thanks to reviews, you will be able to raise your rate, because people are willing to pay more expansive something valuable to them.<br />
  8. 8. What types of services or benefits currently OUTSIDE of a property can be integrated into presented capabilities<br />Reviews of restaurant, activities … proposed by the concierge : improvement of the quality and advices can be supported by people’s reviews<br />
  9. 9. How can a hotel use the capabilities to create digital differentiation - competitive advantage<br />Put reviews on their website<br />If the product is good, and th service is good, customers satisfaction is good, thenencourage people in sharing their experience and value the hotel around them / on the web.<br />They can integrate social graph on the website so that users can know what their contacts think about the hotel<br />
  10. 10. What impressed you the most about the particular topic that you selected<br />I used to be really doubtful about klout, always knowing the importance of monitoring online reputation.<br />I discovered that reputation management does not only apply to marketing department, but to all the departments<br />As RJ Friedlander, from Review Pro said, it is a quality department in a box <br />It enables the hotel toimprove constantlyand keep the level of service<br />

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