Online Reputation Management in Hospitality, Larisa Huremovic

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  • What hotelier has to know nowadays, regarding Review Monitoring are following Trends: 87% - check reviews before booking hotel ( comScore 2007: online consumer generated reviews have significant impact on offline purchase behaviour)95% - believe reviews (Bonn Study 2011) shouldn’t worry about negative ones…80% - of reviews are positive (TY)
  • In informational chaos TrustYou has been supporting hoteliers since 2008 and is facing big data challenge
  • More added every day
  • With semantic technology we are giving all the data a structure
  • An understanding, whether those reviews are positive, whether they are negative
  • Boost SEO, optimization of the website
  • Online Reputation Management in Hospitality, Larisa Huremovic

    1. 1. Online Reputation Management in Hospitality Larisa Huremovic SEPT 12, 2012
    2. 2. What‘s Your Reputation? Excellent! Malo Good Bad Schlecht Malo Bad Good Goo Excellent! d Excellent! Bad Good Good 好 Excellent! Excellent! Dobrý Good Bad Excellent! ausgezeichnet! Excellent! Good Bad Bad Bad Excellent! Bad Good© TrustYou 2008 – 2012 // Confidential and proprietary 8
    3. 3. v
    4. 4. v87% 95% 80%
    5. 5. v
    6. 6. v 100+ sources 20+ languages 400,000 hotels100,000,000 reviews
    7. 7. SemanticChaos Structure Technology Semantic Technology
    8. 8. SemanticChaos 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.”
    9. 9. Chaos Semantic Technology Structure Destinations Airlines Semantic Hotels Technology + Kid Friendly Staff (4) + Great Restaurant (8) - Small rooms (3) - No WiFi (2) Criteria: Good Food Category: Family Hotel
    10. 10. Circle Of Trust© TrustYou 2008 – 2012 // Confidential and proprietary 17
    11. 11. Control The Circle Of Trust MARKETING SURVEYS MONITORING© TrustYou 2008 – 2012 // Confidential and proprietary 18
    12. 12. vEnsured quality/real guestsFully customizableWe send out the post-stay emails for youSend reviews to Tripadvisor and Holidaycheck
    13. 13. Control The Circle Of Trust© TrustYou 2008 – 2012 // Confidential and proprietary 20
    14. 14. Control The Circle Of Trust MARKETING SURVEYS MONITORING© TrustYou 2008 – 2012 // Confidential and proprietary 21
    15. 15. vAutomatic email alerts Reply directly to customersKnow your reputation Understand what customers are saying One simple dashboard
    16. 16. How We Stand Out More data With TrustYou’s recent TripAdvisor partnership, we have access to the world’s largest review site’s API, so you know exactly what guests are saying in near real time. More hotels, more languages, more sources We track 400,000+ hotels, in 23 different languages, across 100+ TrustYou is the first sources. and only vendor capable of searching all More filter options reviews for all Look at reviews by source, rating, reviews that need to be responded to, tasks that are open, category score, etc. groups in your portfolio of hotels. Faster response time Respond directly to reviews for all your hotels in one place to save time. 23
    17. 17. Control The Circle Of Trust MARKETING SURVEYS MONITORING© TrustYou 2008 – 2012 // Confidential and proprietary 24
    18. 18. v
    19. 19. Global Reputation Management
    20. 20. Why TrustYou More Bookings Social media directly influences more than 83% of all online bookings. More Reviews, Better Scores More than 80% of all reviews are positive, and for every 30 more reviews the overall review scores increase by 5%. Increased Web Traffic Sites with trusted reviews and scores integrated on their website are crawled up to 200% more frequently.
    21. 21. v
    22. 22. Manage your online reputation.Grow your business. For more info: www.trustyou.comReady to get started?We can help. E: contact@trustyou.com P: +1 800 825 9480 (US HQ) P: +49 89 548 029 25 (EU HQ) @TrustYou facebook.com/TrustYou 29

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