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Managing Online Reputation: ATM Dubai 2012

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The battlefields of travel are redrawing their lines – no longer are holidays pitched against each other in travel agencies, but online. With 92% of internet users reading online reviews and 89% of consumers saying that reviews influence their purchasing decisions, there has never been a more important time for hotels and travel suppliers to efficiently manage their online reputation. But with 35% of consumers changing their choice of hotel after browsing a social media platform – what can travel providers do to ensure that they maintain a spotless reputation? How do you find out what your customers saying about you? And what can these companies do to use these reviews to their marketing advantage? TrustYou's Executive Vice President Kristof Roemer examines this and more.

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Managing Online Reputation: ATM Dubai 2012

  1. 1. Kristof RoemerEVP Sales International
  2. 2. Our VisionCreating The Standard for Reputation.
  3. 3. 2011
  4. 4. 2012
  5. 5. Social Sentiment Search
  6. 6. Social Sentiment Search
  7. 7. Social Sentiment Search
  8. 8. Biggest Online Influencers
  9. 9. Big Data Problem 100 sources 20 languages 400,000 hotels 100,000,000 reviews
  10. 10. TrustYou Methodology Semantic Chaos Structure Technology Semantic Technology
  11. 11. TrustYou Methodology Semantic Chaos Structure Technology “No WiFi in “The check-in hotel rooms.” was very quick.” “The surroundings were noisy and bleak.” “The staff was “Food and friendly to kids.” drinks were great.”
  12. 12. TrustYou Methodology Semantic Chaos Structure Technology Destination s Airlines Semantic Hotels Technology + Kid Friendly Staff (4) + Great Restaurant (8) - Small rooms (3) - No WiFi (2) Criteria: Good Food Category: Family Hotel
  13. 13. Global Reputation Management • Software-as-a-Service • +5,000,000 API calls • +400,000 hotels analyzed • +10,000 hotel customers • +100 destinations • Support for +20 languages • Used in official star ratings
  14. 14. Social Media Philosophy LISTEN UNDERSTAND CONVINCE
  15. 15. CIRCLE OF TRUST IN YOUR HOTEL
  16. 16. CIRCLE OF TRUST IN YOUR HOTEL Set-up a workflow Dedicate a TrustYou Champion
  17. 17. CIRCLE OF TRUST
  18. 18. CIRCLE OF TRUST IN YOUR HOTEL Set-up a workflow Dedicated TrustYou Champion May be rebuild the Guest Relation Discuss and replay during morning meetings
  19. 19. CIRCLE OF TRUST
  20. 20. CIRCLE OF TRUST IN YOUR HOTEL Set-up a workflow Dedicated TrustYou Champion May be rebuild the Guest Relation Discuss and set task during morning meetings Do it on a daily basis Answer all reviews on all social media channels
  21. 21. CIRCLE OF TRUST
  22. 22. Hollistic Approach LISTENReputation Reputation UNDERSTANDMarketing Surveys CONVINCE Reputation Monitoring
  23. 23. 1. Reputation Survey
  24. 24. 2. Reputation Monitoring
  25. 25. 3. Reputation Marketing • A full and diverse set of many different reputation widgets for integration on the website. • Fully customizeable in look&feel • FREE
  26. 26. Hollistic Approach LISTENReputation Reputation UNDERSTANDMarketing Surveys CONVINCE Reputation Monitoring
  27. 27. We can help!Visit trustyou.com twitter@Kristof Roemer

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