Presentation done by RJ Friedlander, during "Online revenue: drivers & solutions" workshop, of the ENTER2015 eTourism conference.

1. ENTER
2015
Industry
Track
Slide
Number
1
Reputa<on
=
Revenue
Increasing
Revenue
with
Online
&
Offline
Feedback
RJ
Friedlander,
CEO
@rj
friedlander
@reviewpro
rfriedlander@reviewpro.com
www.reviewpro.com

2. ENTER
2015
Industry
Track
Slide
Number
2
Impact of Reviews
of travelers indicate that their decisions are highly influenced by
reviews & other user generated content
The average number of websites travelers visit before booking a
trip
"
of consumers say they won’t book a hotel if it has zero reviews"
of travelers changed their primary choice during the booking
process after using social media and review sites"
Additional amount consumers are prepared to pay or a hotel
with a 5/5 rating than for a hotel with a rating of 4/5
(e-tailing group)!
(Expedia Media Solutions/Compete)!
(PhoCusWright)!
(World Travel & Tourism Council) !
Comescore!

3. ENTER
2015
Industry
Track
Slide
Number
3
• Basis of the Analysis:"
– Nearly 1 million reviews over a period of 2 and a half years"
– Luxury, Upscale and Midscale establishments"
– In 11 key markets across the UMS and Europe"
• The study therefore reaffirms the impact of Online
Reputation on all offline and online Distribution
channels."
Impact of Online Reputation on ADR & RevPar

4. ENTER
2015
Industry
Track
Slide
Number
4
Impact of Online Reputation on Hotel Valuation

5. ENTER
2015
Industry
Track
Slide
Number
5
How are savvy hoteliers
leveraging this opportunity?"

6. ENTER
2015
Industry
Track
Slide
Number
6
What They Used to Teach About Marketing

7. ENTER
2015
Industry
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Slide
Number
7
What They Should Teach Today
4 P’s 4 E’s""
Product "
Promotion"
Price"
Place"
Experience"
Evangelism"
Exchange"
Everyplace"
"

8. ENTER
2015
Industry
Track
Slide
Number
8
Reputation = Revenue

9. ENTER
2015
Industry
Track
Slide
Number
9
Guest Intelligence Within the Organization

10. ENTER
2015
Industry
Track
Slide
Number
10
PMS!
CRS!
Revenue
Management!
Channel
Manager!
GDS!
Booking
Engine!
!
Social CRM!Guest
Surveys!
Finance! …!
Guest Intelligence Across the Enterprise
HR!
Marketing!
Investments!

11. ENTER
2015
Industry
Track
Slide
Number
11
What do We do?
To
enable
our
clients
to
deliver
be?er
guest
experiences
&
to
profit
from
the
social
web

12. ENTER
2015
Industry
Track
Slide
Number
12
• Aggregate hundreds of millions of reviews & social media mentions, in
45+ languages, on 100+ of the most relevant OTAs, review websites
and social media platforms."
How do We do it?

13. ENTER
2015
Industry
Track
Slide
Number
13
Guest Intelligence = ORM + GSS
Online Reputation! Guest Surveys!
=
+

14. ENTER
2015
Industry
Track
Slide
Number
14
• More than 17,000 hotels in 100+ countries rely upon ReviewPro
to improve guest satisfaction and increase revenue"
Our Clients

15. ENTER
2015
Industry
Track
Slide
Number
15
Our Partners

16. ENTER
2015
Industry
Track
Slide
Number
16
• Combine reputation analytics with STR data
to increase ADR & RevPAR"
• Use Semantic Analysis to identify areas to
focus operational and service improvements"
• Repond to tweets within 15min to serve
guests before, during & after stay"
• Use social media & reviews to identify trends
& follow up with detailed internal surveys "
• Go through guest satisfaction check at guest
check-out to improve online reviews post-stay"
How Clients Leverage our Guest Intelligence

17. ENTER
2015
Industry
Track
Slide
Number
17
• Reporting and benchmarking to board of
directors and for individual bonuses"
• Email from CEO upon check-out thanking client
and asking if everything was OK"
• Share reports and use alerts with frontline staff
and in team/departmental meetings "
• Analyze potential investment opportunities "
• Identify areas for staff training, education and
support"
How Our Clients Leverage our Guest Intelligence

18. ENTER
2015
Industry
Track
Slide
Number
18
Contact
R.J. Friedlander!
CEO"
"
"
rfriedlander@reviewpro.com"
Twitter: @rjfriedlander"
Skype: rjfbcn"
Mobile: +34 610 459 003"
Website: www.reviewpro.com"