ReviewPro & WIHP Hotel Roadshow Part 3: Online Reputation Management with ReviewPro
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Presentation from ReviewPro's and WIHP's co-sponsored Hotel Roadshow, hosted by Daniel Edward Craig. Part 3: Online Reputation Management with ReviewPro
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ReviewPro & WIHP Hotel Roadshow Part 3: Online Reputation Management with ReviewPro
- 1. May 2013! @reviewpro! Managing Online Reputation & Increasing Revenue with ReviewPro
- 2. May 2013! • Almost 4,000 independent hotels and chains in 70 countries trust ReviewPro to improve guest satisfaction and increase revenue.! 2! About ReviewPro! About The Company
- 3. May 2013! 3! Opportunity to leverage the social web Know everything that is being said online about your hotels – “ 24/7 Mystery Shopper”! Identify areas of improvement based upon quantitative & qualitative customer feedback ! Benchmark your guest satisfaction indexes against your direct competitors! ! Maximize online distribution sales and increase direct bookings! Get your team on the same page!
- 4. May 2013! The future of measuring customer satisfaction 4! REPORTING! ALERTS! ONLINE TOOL! Global Review IndexTM! Semantic Analysis! EDUCATION & SUPPORT!
- 5. May 2013! 5! 24/7 Mystery Shopper
- 6. May 2013! 6! Listen & engage in Social Media • Track consumer conversations related to your hotels & brands! • Easily share reviews, tweets and other social media content with your Twitter Followers and Facebook Fans!
- 7. May 2013! 7! Identify areas of improvement
- 8. May 2013! 8! Detail of your weaknesses vs. the competition • The Semantic Analysis for the competition enables you to:! – Which concepts you have posistive and negative mentions! – Identify exactly what your competitors customers are saying about specific concepts for the competitor hotels!
- 9. May 2013! Get your team on the same page: Snapshot • Daily & Weekly Update of Online Evolution! – GRI Evolution! – Number of Reviews! – Number of Semantic Mentions! – Social Media Mentions! – Competition GRI Update!
- 10. May 2013! Get your team on the same page: Reports 10! • Reports Available! – Executive Summary! – Quality & Operations! – Sales & Marketing! – Brand Reports!
- 12. May 2013! Competitive Quality IndexTM (CQI) 12!
- 13. May 2013! Revenue Optimizer 13! • 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!
- 14. May 2013! 14! What is “Revenue Optimizer”?
- 15. May 2013! 15! Revenue Optimizer
- 16. May 2013! 16! Key takeaways • The social web provides guest insights that can be turned into action across the organization! • Proactively managing online feedback can significantly improve the guest experience ! • The Global Review IndexTM is the leading barometer for online guest satisfaction benchmarking ! • The impact of social analytics plays a key role in helping you to maximize revenue!