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ReviewPro & WIHP Hotel Roadshow Part 3: Online Reputation Management with ReviewPro
ReviewPro is a platform trusted by nearly 4,000 hotels globally to enhance guest satisfaction and boost revenue through online reputation management. It provides tools for tracking online feedback, benchmarking against competitors, and optimizing revenue through actionable insights derived from social media analytics. Key components include the Global Review Index and various reporting features aimed at aligning team efforts and improving overall guest experience.
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ReviewPro & WIHP Hotel Roadshow Part 3: Online Reputation Management with ReviewPro
- 1. May 2013! @reviewpro! ManagingOnline Reputation & Increasing Revenue with ReviewPro
- 2. May 2013! • Almost4,000 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! Opportunityto 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 futureof measuring customer satisfaction 4! REPORTING! ALERTS! ONLINE TOOL! Global Review IndexTM! Semantic Analysis! EDUCATION & SUPPORT!
- 5. May 2013! 5! 24/7Mystery 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! Identifyareas of improvement
- 8. May 2013! 8! Detailof 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 yourteam 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 yourteam on the same page: Reports 10! • Reports Available! – Executive Summary! – Quality & Operations! – Sales & Marketing! – Brand Reports!
- 11.
- 12. May 2013! Competitive QualityIndexTM (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! Whatis “Revenue Optimizer”?
- 15. May 2013! 15! RevenueOptimizer
- 16. May 2013! 16! Keytakeaways • 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!