this slide set introduces Eco as a software solution for hotels to create more responsiveness and attentiveness toward their guests. Eco collects service requests and feedback in real time and automatically determines if the management needs to react quickly to ensure that no negative reviews flow onto the internet. A link to a demo is given at the end of the slide deck.

1. Eco Consumer Services
Hospitality Edition

2. 2
We help hotels improve their guest experience and online
reputation by enabling them to listen and react to their
guest requests.
About Us…

3. Hotel Management
Guest
We
offer
a
so*ware
pla.orm
that
facilitates
communica7on
between
guest
and
hotel
Submit
Requests
&
Feedback
Collect
Requests
&
Feedback

4. Hotel Management
Guest
Online Reviews &
Content Syndication
Rewards & Loyalty
Real time Alerts & Service
Recovery
Satisfaction Reports &
Customer Intelligence
The
Pla.orm
contains
a
rich
feature
set
to
help
hotels
collect
customer
feedback
&
service
requests
conveniently
and
in
real
7me
and
generate
value
from
such
data
Multichannel Feedback &
Request Collection
Submit
Requests
&
Feedback
Collect
Requests
&
Feedback

5. Hotel Management
Guest
Eco
manages
customer
engagement
across
the
en7re
experience
cycle.
Reservation
Check In
Check Out
Sharing
Invites
to
share
preferences
prior
to
check
in
Pre-­‐arrival
Request
Processing
Invites
to
quickly
share
if
something
goes
wrong
In
Stay,
in
moment
feedback
invita?on
email
SMS/Voice
Invites
to
provide
feedback
a*er
the
stay
Post
Stay
Survey
email
Replies
to
posi7ve
feedback
and
asks
to
share
Reply
to
Survey
w
Sharing
Invita?on
email

6. Hotel Management
Guest
Reservation
Check In
Check Out
Sharing
Invites
to
share
preferences
prior
to
check
in
Pre-­‐arrival
Request
Processing
Invites
to
quickly
share
if
something
goes
wrong
In
Stay,
in
moment
feedback
invita?on
email
SMS/Voice
Invites
to
provide
feedback
a*er
the
stay
Post
Stay
Survey
email
Replies
to
posi7ve
feedback
and
asks
to
share
Reply
to
Survey
w
Sharing
Invita?on
email
…but
our
sweet
spot
is
listening
and
reac7ng
to
feedback
and
requests
before
the
guest
checks
out

7. High Impact
Experience Life Cycle
7
From Online Reputation Management to Real Time Service Recovery
Customer Experience Cycle
Reserve
Stay
Check Out
Share
Reserve
…impacts the
outcome over here.
what happens here…
Ability to influence outcome
High ability
Low ability
We
focus
on
real
7me
engagement
and
service
recovery
before
check
out
because
it
also
drama7cally
impacts
online
scores

8. Multichannel Request & Feedback Collection
You can invite guests and collect feedback and
guest requests via SMS, email surveys, Mobile
forms, in room calls, Paper Survey scans. The
emphasis is to avoid downloads and logins for
the guests.
SMS Feedback/Requests
Mobile Form
Desktop Survey Forms
In-Room Feedback Calls
Comment Card Scans
Online Reviews &
Content Syndication
Rewards & Loyalty
Real time Alerts & Service
Recovery
Satisfaction Reports &
Customer Intelligence
Multichannel Feedback &
Request Collection

9. Unified Messaging & Inbox
No matter how guests choose to send you
requests or feedback, it all comes
together in a simple application for you.
Online Reviews &
Content Syndication
Rewards & Loyalty
Real time Alerts & Service
Recovery
Satisfaction Reports &
Customer Intelligence
Multichannel Feedback &
Request Collection

10. Real Time Alerts & Service Recovery
Alert appropriate staff members in real
time when Eco’s Ai engine detects
urgency to react based on the guests
message
‘We were extremely upset
about the room we received. It
looked completely different
than on the internet!’
‘Nega?ve
Pos?ng
Threat’
‘Distressed
Customer’
Text Message from Guest:
Alert GM
Alert Guest Relations
Online Reviews &
Content Syndication
Rewards & Loyalty
Real time Alerts & Service
Recovery
Satisfaction Reports &
Customer Intelligence
Multichannel Feedback &
Request Collection

11. Real time Alerts & Service
Recovery
Online Reviews &
Content Syndication
Rewards & Loyalty
Satisfaction Reports &
Customer Intelligence
Multichannel Feedback &
Request Collection
Online Reputation Monitoring
Track 22 review sites that contain
hospitality reviews and analyze what is
being said online.
Tripadvisor/ booking.com/
hotel.com/ foursquare/
twitter/ yelp/ travelocity/
agoda/ expedia/ orbitz/…

12. Real time Alerts & Service
Recovery
Online Reviews &
Content Syndication
Rewards & Loyalty
Satisfaction Reports &
Customer Intelligence
Multichannel Feedback &
Request Collection
Drive adoption with rewards
Reward your guests with benefits or
with a small donation you make on
their behalf for engaging and sharing
with you

13. Real time Alerts & Service
Recovery
Online Reviews &
Content Syndication
Rewards & Loyalty
Satisfaction Reports &
Customer Intelligence
Multichannel Feedback &
Request Collection
Understand
see your business from the eyes of
your guests and understand what
needs improvement

14. What our Customers Experience
14
From Online Reputation Management to Real Time Service Recovery
Hotels
using
Eco
see
a
reduc7on
of
their
cri7cally
nega7ve
reviews
by
40%
Reduction of negative reviews
CNR:
‘Cri?cally
Nega?ve
Reviews’.
These
are
1
or
2
star
reviews
out
of
a
ra7ng
scale
of
5.
Why
are
CNR
important?
When
consumers
book
online,
CNRs
have
the
most
deterrent
effect.
Eco
reduces
CNR
by
40%
40%
4.5% of all reviews (after Eco)
7.5% of all reviews (before Eco)
Share
of
1-­‐2
star
reviews
across
all
review
sites

15. 15
Miami
Where we are
Eco serves customers globally
Offices
| Singapore,Austin, Miami
Installations
| 220 in 4 continents
Shareholders
| Privately held, venture backed
US
HQ
Singapore
Global
HQ
Development
Number
of
Customers
running
on
Eco
Jan‘13
Sep‘13
Jun‘14
7
20
220

16. Take a look at a quick demo
www.geteco.com/demo5
5 min

17. www.geteco.com
request anything via text message to
(305) 7225817