Social Media for Hospitality, powered by TrustYou
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Social media can be a powerful tool for the hospitality industry. It allows hotels to understand customer sentiment and address issues in real-time. It also gives customers a way to research hotels and make informed decisions based on first-hand experiences shared by other travelers online. New semantic technology can analyze large amounts of unstructured social media data and provide structured summaries to help both hotels and customers understand reputation trends. This new standard of reputation management using semantic analysis of social media data has the potential to transform the hospitality industry.
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Social Media for Hospitality, powered by TrustYou
- 1. SOCIAL MEDIA FOR HOSPITALITY Powered by Jakob Riegger, COO & Founder | jakob.riegger@trustyou.com ITB Berlin 2012, Phocuswright | March 7, 2012
- 4. CIRCLE OF TRUST IN TRAVEL “What is my “Which offer reputation?” can I trust?” “How can I convince users?”
- 5. Semantic Chaos Structure Technology Semantic Technology
- 6. Semantic Chaos Structure Technology “No WiFi in “The check-in was hotel rooms.” very quick.” “The surroundings were noisy and bleak.” “The staff was “Food and drinks friendly to kids.” were great.”
- 7. Semantic Chaos Structure Technology Destinations Airlines Semantic Hotels Technology + Kid Friendly Staff (4) + Great Restaurant (8) - Small rooms (3) - No WiFi (2) Criteria: Good Food Category: Family Hotel
- 8. The New Standard for Reputation • Independent • Unbiased • Free
- 11. Global Reputation Management • Software-as-a-Service • +5,000,000 API calls • +400,000 hotels analyzed • +10,000 hotel customers • +100 destinations • Support for +20 languages • Used in official star ratings
- 12. Thank You!
Editor's Notes
- Good morning everyone! In our industry - in travel - we have seen explosive growth in user generated content over the past years – it’s now called the social web. There are hundreds of millions reviews , posts and tweets on everything from hotels, to airlines and destinations. Anything that can be reviewed has been reviewed. (Entire business models have been built on top of it – think about Tripadvisor, HolidayCheck and many more.) It is all very helpful information and many studies show literally all of us who book online rely on it at some point.
- The problem is that it is an Information Chaos : A) There is simply so much - and growing B) It is spread around hundreds of different websites and social media platforms
- It is a problem for all stakeholders in theindustry: Users have a hard time finding information that is both relevant AND trustworthy Travel websites and destinations want to use the information to convince. But how? And Hotels, Airlines and any other travel service providers need to know what is their online reputation.
- At TrustYou we have developed technology that automatically aggregates all reviews and all social media.
- And which can automatically understand what people are writing about – ALL topics AND ALL sentiments .
- So from the chaos we extract the essentials , we get to a structure and we calculate a unique trust score: The Trust Score summarizes the reputation in one simple number.
- The Trust Score is the essence of the online reputation of any business on a scale from Zero to One hundred. It ‘ s Independent, Unbiased and Free. And It is quickly becoming a new standard for reputation in travel.
- For example Berlin the city we are in right now uses it on it ‘ s official booking website. Already today the Trust Score is viewed more than 5 Milion times every month on various OTAs and destination websites to pro-actively market the reputation of hotels.
- The Trust Score is also used by more than 10,000 hotels around the world within a dashboard to monitor and analyze their online reputation and guest feedback. In some countries the star rating officials are partnering with TrustYou to have the analysis and the Trust Score as part of their rating. For example: Switzerland will award 5 stars only to hotels that have a certain minimum Trust Score from 2014 onwards.
- Today TrustYou is the global market leader for Reputation Management in Travel. Our business is software as a service and most major brands in the industry rely on us to monitor and manage their reputation. And with the introduction of the Trust Score we are establishing a new Standard for Reputation online. I invite you to get to know your Trust Score today or if you want to use Trust Scores in your business.
- Thank You!