NAASC May 2014

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2 likes•737 views

TripAdvisor and review sites are a big deal in the travel industry, impacting online reputations of hotels, B&Bs, inns but also restaurants and attractions. Here are a few stats and practical tips to better manage your presence on these social media sites.

Travel Entertainment & Humor Business

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
THE IMPACT OF REVIEW SITES
AND TRIPADVISOR PERFORMANCE

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
Source: Google Think, Ipsos MediaCT, November 2013
The decision-making process

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
Source: TripAdvisor, TripBarometer, March 2013
The decision-making process

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
About TripAdvisor
• More than 260 million visitors… per month!!
• More than 150M reviews, generated by 60
million active users
• Consistent growth, specially since tapping
into Facebook graph
• Correlation between TA score and RevPAR

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
AboutYelp
• More than 117 million unique visitors per
month
• Over 45 million user reviews
• Location-based and more time sensitive,
dealing with places to eat, things to do and
last-minute decision-making
• Correlation betweenYelp score and sales

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
How your TA score is calculated
Your ranking on TripAdvisor is calculated
by a sophisticated algorithm focusing
mostly on 3 variables:
1. Quantity of comments
2. Quality of comments(positive versus
negative ratio)
3. Recency of comments

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
6 tips to manage your TA presence
1. Respond promptly
2. Use professional tone & manner
3. Put emphasis on positive & updates
4. Respect privacy
5. Be original
6. Show empathy & appreciation

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
Respond promptly

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
Use professional tone & manner

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
Put emphasis on positive & updates

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
Be original

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
Show empathy & appreciation

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
4 golden rules to responding
When addressing a negative comment:
1. Thank the client for taking time to share a review
2. Apologize for situation or event that took place
3. Address specifically what you can and will do to
correct the mentioned situation or how it can be
mitigated in the future
4. Invite client once again – try to get a second chance
to make a good first impression!

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
What’s next?
1. Claim your venue / account
2. Include review sites in your action plan
and strategy
3. Ask for comments and promote your
results
4. Have an overarching vision of your e-
reputation

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
1. Claim your venue

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
Searching for “Hotels in Nova Scotia” on Google…

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
3. Ask for comments and promote
your results

NAASC 2014 Halifax, Canada
by@gonzogonzo www.fredericgonzalo.com
Questions? Comments?

The document provides information about an Indian Wedding Specialist program called iWOW that is run by Hard Rock Hotels. The program educates travel agents about South Asian weddings and certifies them as specialists to market and sell destination weddings to South Asian clients. It details the requirements to become an iWOW specialist, the benefits provided like marketing materials and trips, and an overview of South Asian wedding traditions from different religions commonly seen like Hindu, Muslim, Sikh and more. Key events in South Asian weddings that may be planned are also outlined.

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UST毕业证offer【微信95270640】☀《圣托马斯大学毕业证购买》GoogleQ微信95270640《UST毕业证模板办理》加拿大文凭、本科、硕士、研究生学历都可以做,二、业务范围： ★、全套服务：毕业证、成绩单、化学专业毕业证书伪造《圣托马斯大学大学毕业证》Q微信95270640《UST学位证书购买》文凭办理流程： 1客户提供办理信息：姓名生日专业学位毕业时间等（如信息不确定可以咨询顾问：微信95270640我们有专业老师帮你查询）； 2开始安排制作毕业证成绩单电子图； 3毕业证成绩单电子版做好以后发送给您确认； 4毕业证成绩单电子版您确认信息无误之后安排制作成品； 5成品做好拍照或者视频给您确认； 6快递给客户（国内顺丰国外DHLUPS等快读邮寄）。 7完成交易删除客户资料高精端提供以下服务：一：圣托马斯大学圣托马斯大学硕士学位证成绩单全套材料从防伪到印刷水印底纹到钢印烫金二：真实使馆认证（留学人员回国证明）使馆存档三：真实教育部认证教育部存档教育部留服网站可查四：留信认证留学生信息网站可查五：与学校颁发的相关证件1:1纸质尺寸制定（定期向各大院校毕业生购买最新版本毕,业证成绩单保证您拿到的是鲁昂大学内部最新版本毕业证成绩单微信95270640） A.为什么留学生需要操作留信认证? 留信认证全称全国留学生信息服务网认证,隶属于北京中科院。①留信认证门槛条件更低,费用更美丽,并且包过,完单周期短,效率高②留信认证虽然不能去国企,但是一般的公司都没有问题,因为国内很多公司连基本的留学生学历认证都不了解。这对于留学生来说,这就比自己光拿一个证书更有说服力,因为留学学历可以在留信网站上进行查询! B.为什么我们提供的毕业证成绩单具有使用价值？查询留服认证是国内鉴别留学生海外学历的唯一途径但认证只是个体行为不是所有留学生都操作所以没有办理认证的留学生的学历在国内也是查询不到的他们也仅仅只有一张文凭。所以这时候我们提供的和学校颁发的一模一样的毕业证成绩单就有了使用价值。乌龟和王八贼头贼脑的倒也逗人喜爱日上三竿时山娃总爱窜进自家瓜棚里跟小伙伴们坐着聊天聊着聊着便忍不住往瓜田里逡巡一番抱起一只硕大的西瓜用石刀劈开抑或用拳头砸开每人抱起一大块就啃啃得满嘴满脸猴屁股般的红艳大家一个劲地指着对方吃吃地笑瓜裂得古怪奇形怪状却丝毫不影响瓜味甜丝丝的满嘴生津遍地都是瓜横七竖八的活像掷满了一地的大石块摘走二三只爷爷是断然发现不了的即便发现爷爷也不恼反而教山娃辨认孰熟孰嫩孰甜孰淡水

Un viaje a Buenos Aires y sus alrededores

Judy Hochberg

Discover the Magic of Ibiza An Unforgettable Boat Trip

White Island Charter

Ibiza, situated in the Balearic Islands, stands out as a destination that encompasses everything: stunning landscapes, hidden gems to explore, a vibrant social scene, rich cultural life, and exceptional gastronomy. Opting for ‘Ibiza Rent A Boat’ to experience an unforgettable vacation on the White Island is certainly worthwhile, prompting a deeper exploration of the unique and fascinating aspects of Ibiza.

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在线办理(BU毕业证书)波士顿大学毕业证录取通知书一模一样

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学校原件一模一样【微信：741003700 】《(BU毕业证书)波士顿大学毕业证》【微信：741003700 】学位证，留信认证（真实可查，永久存档）原件一模一样纸张工艺/offer、雅思、外壳等材料/诚信可靠,可直接看成品样本，帮您解决无法毕业带来的各种难题！外壳，原版制作，诚信可靠，可直接看成品样本。行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备。十五年致力于帮助留学生解决难题，包您满意。本公司拥有海外各大学样板无数，能完美还原。 1:1完美还原海外各大学毕业材料上的工艺：水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠。文字图案浮雕、激光镭射、紫外荧光、温感、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微741003700 【主营项目】一.毕业证【q微741003700】成绩单、使馆认证、教育部认证、雅思托福成绩单、学生卡等！二.真实使馆公证(即留学回国人员证明,不成功不收费) 三.真实教育部学历学位认证（教育部存档！教育部留服网站永久可查）四.办理各国各大学文凭(一对一专业服务,可全程监控跟踪进度) 如果您处于以下几种情况： ◇在校期间，因各种原因未能顺利毕业……拿不到官方毕业证【q/微741003700】 ◇面对父母的压力，希望尽快拿到； ◇不清楚认证流程以及材料该如何准备； ◇回国时间很长，忘记办理； ◇回国马上就要找工作，办给用人单位看； ◇企事业单位必须要求办理的 ◇需要报考公务员、购买免税车、落转户口 ◇申请留学生创业基金留信网认证的作用: 1:该专业认证可证明留学生真实身份 2:同时对留学生所学专业登记给予评定 3:国家专业人才认证中心颁发入库证书 4:这个认证书并且可以归档倒地方 5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息 6:个人职称评审加20分 7:个人信誉贷款加10分 8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才

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一比一原版(UST毕业证)圣托马斯大学毕业证如何办理

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NAASC May 2014

1. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com THE IMPACT OF REVIEW SITES AND TRIPADVISOR PERFORMANCE

2. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com

3. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com Source: Google Think, Ipsos MediaCT, November 2013 The decision-making process

4. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com Source: TripAdvisor, TripBarometer, March 2013 The decision-making process

5. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com About TripAdvisor • More than 260 million visitors… per month!! • More than 150M reviews, generated by 60 million active users • Consistent growth, specially since tapping into Facebook graph • Correlation between TA score and RevPAR

6. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com AboutYelp • More than 117 million unique visitors per month • Over 45 million user reviews • Location-based and more time sensitive, dealing with places to eat, things to do and last-minute decision-making • Correlation betweenYelp score and sales

7. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com

8. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com

9. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com

10. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com

11. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com

12. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com How your TA score is calculated Your ranking on TripAdvisor is calculated by a sophisticated algorithm focusing mostly on 3 variables: 1. Quantity of comments 2. Quality of comments(positive versus negative ratio) 3. Recency of comments

13. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com 6 tips to manage your TA presence 1. Respond promptly 2. Use professional tone & manner 3. Put emphasis on positive & updates 4. Respect privacy 5. Be original 6. Show empathy & appreciation

14. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com Respond promptly

15. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com Use professional tone & manner

16. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com Put emphasis on positive & updates

17. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com Respect privacy Be mindful not to share confidential information about the customer and stick to what is available on TripAdvisor, i.e. person’s avatar. It’s therefore important not to dispell: - Personal details about the stay or experience - Phone number or email address - Any other personal elements taken outside of TA context

18. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com Be original

19. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com Show empathy & appreciation

20. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com 4 golden rules to responding When addressing a negative comment: 1. Thank the client for taking time to share a review 2. Apologize for situation or event that took place 3. Address specifically what you can and will do to correct the mentioned situation or how it can be mitigated in the future 4. Invite client once again – try to get a second chance to make a good first impression!

21. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com 4 golden rules to responding When addressing a positive comment: 1. Thank the client for taking time to share a review 2. Acknowledge the kudos and pass on to staff, if applicable 3. Spin brand values and why such comments are appreciated 4. Invite client once again – it’s cheaper(and wiser) to bank on repeat business than always acquiring!

22. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com

23. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com What’s next? 1. Claim your venue / account 2. Include review sites in your action plan and strategy 3. Ask for comments and promote your results 4. Have an overarching vision of your e- reputation

24. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com 1. Claim your venue

25. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com Searching for “Hotels in Nova Scotia” on Google…

26. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com

27. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com 2. Include review sites in your action plan and strategy This means… • Allocating times and resources to manage review sites prioritized as per your brand, product or service • Promote internally and externally • Train your employees accordingly

28. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com 3. Ask for comments and promote your results

29. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com 3. Ask for comments and promote your results

30. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com 3. Ask for comments and promote your results

31. NAASC 2014 Halifax, Canada by@gonzogonzo www.fredericgonzalo.com Questions? Comments?

NAASC May 2014

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