Increasing Revenue With Next Generation Guest Intelligence

1. November 2014
November 5th 2014
RJ Friedlander
Founder & CEO
@rjfriedlander
@reviewpro
Increasing Revenue With Next Generation Guest Intelligence

2. November 2014
What They Used to Teach About Marketing 2

3. November 2014
What They Should Teach Today
4 P’s 4 E’s
Product
Promotion
Price
Place
Experience
Evangelism
Exchange
Everyplace
3

4. November 2014
The Big Question?
What business are you in? 4

5. November 2014
The Big Question?
Hotel Business…?
5

6. November 2014
The Big Question?
Experience & Expectation Management Business 6

7. November 2014 7
Reputation = Revenue

8. November 2014 8
Impact of Review Analytics on Revenue & Market Cap

9. November 2014
Our Vision
To enable our clients to deliver better guest experiences & to profit from the social web 9

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Culture of Guest Experience Across All Segments

11. November 2014
•
More than 11,000 hotels in 90 countries rely upon ReviewPro to improve guest satisfaction and increase revenue
11
Clients: Hotels

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Recent Clients

13. November 2014
Clients: Data
•
Leading institutions, technology companies and consultancies leverage our comprehensive data coverage/reliability and the Global Review IndexTM.
13

14. November 2014
…The Way it Was Supposed to Be 14

15. November 2014
…The Reality 15

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What We Do 16
Global Review Index™
Sentiment Analysis
HOTEL ANALYSIS REPORTS
REVENUE
OPTIMIZER
GUEST
SURVEYS
REPUTATION MANAGEMENT
EDUCATION & TRAINING

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Guest Intelligence = ORM GSS
Online Reputation
Guest Surveys
= +

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•
Flexible platform to gather valuable direct feedback from clients and focus your staff on key areas of improvement to increase guest satisfaction and revenue.
18
Guest Survey Analytics

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Guest Intelligence Across the Organization

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PMS
CRS
Revenue Management
Channel Manager
GDS
Booking Engine
Social CRM
Guest Surveys
Finance
…
HR
Marketing
Investments
Guest Intelligence Across the Enterprise

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Open API & Platform Approach Improving the Guest Experience
Pre-Stay
PMS
Guest Profiles
During Stay
Post-Stay
CRM

22. November 2014
Leveraging Guest Intelligence to Maximize Revenue 22
•
Use the CQI™ alongside other industry metrics(STR, TravelClick):
–
Identify if you are achieving fair share of market from a quality perspective
–
CQI is calculated by dividing the GRI with the Competition Average GRI

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Revenue Classification Of A Sample Chain

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Identify Areas Impacting Revenue

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Get Detailed Insights With Semantic Analysis

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Why Our Clients Choose ReviewPro
More comprehensive data coverage, data reliability & the Global Review IndexTM (GRI*).
Increased customer insight & action with the integration of online reputation analytics & our Advanced Guest Satisfaction Survey (GSS) solution.
Improved engagement & usage with our customized education, training & support.
Increase revenue with our Revenue Optimizer, publishing feed and online reputation widget to increase conversion rates on your branded website.
Competitive sentiment analysis with the Competitive Quality IndexTM,
providing improved insight in service & operations.
Proven leadership in innovation: Easy to use, flexible product
oriented towards action.
Improved internal communications and coordination with more comprehensive & flexible reporting on a corporate & property level.
*The industry-leading online reputation score used by Cornell University, Ideas, Sabre & more than 40 other leading technology partners

27. November 2014
Learn More
The Leading Source of Online Reputation Best Practices
& Valuable Content for the Hospitality Industry
Visit our Resource Hub
ReviewPro enables hoteliers and restaurateurs to increase
guest satisfaction and grow revenue by proactively managing
and improving their online reputation.
The company's suite of web-based tools provide the analysis,
customer intelligence, competitive benchmarking and
reporting needed to help restaurant professionals maximize
their organization’s performance.
ReviewPro aggregates hundreds of millions of reviews in 40+
languages from more than 100 review sites, online table
booking engines & all major social media platforms.
About Us
Request a Free ReviewPro
Demo now
If you are a Restaurant click here