- Klout and ReviewPro are tools that allow hotels to manage their online reputation and understand how they influence customers through social media. This helps increase revenues.
- An "E-reputation" is a brand's reputation online, which is difficult to manage but important to influence in order to communicate with and sell to customers.
- These tools can help hospitality businesses of all sizes understand customer expectations and complaints in order to improve quality standards and anticipate issues.
- Hotels can integrate reviews and information from outside sites like Expedia onto their own websites to provide more customer insights.
2. Klout by Review pro? The most utility tools to developyour revenues and manage your online reputation. The mosteasy data reviewprofessional: withreview pro you have access data and on Klout you know how you influence by using social media. Thosetools are necessary if youwant to be a good influencer and if youwant to know what people think about you! The Goal: communication, results, data, and revenue.
3. E-reputation management Using social media tools to develop a sort of E-reputation. E-reputationis how influence people to buyyourproduct or your service? The goal isincreaseyour revenue! An E-reputationisdifficult to manage because we must act to anticipate and influence people to communicate. Develop a reputationis real life isdifficult but on web it take less time for more results. People using more and more reviews to select and beforebuyingsomething.
4. What will be the impact on customer service expectations of the capabilities presented? Know everything about yourcustomers: Know everything about your clients and them expectations. The goal is to anticipate! Identify the problem by managing E-reputation and know whichproblemappearwith clients. Facilitate the direct booking by influence clients to book rooms on website. Manage process and give the best answer to the client. In fact know every situation thatcouldappearwith a client.
5. What types of hospitality operations will benefit + how? Every types of Hospitality are concerned by thisreviewfrom the 0 stars to the 5 stars. You can understand and put process on yourhotel to manage the quality standards. Because quality is the central positionning of everyhotel. Manage and control your E-reputationwhichisverydifficult! As we saidit take 10 years to buildyourreputation but it take 5 minutes to destroyed. It permits to know and interpreteyourresults in terms of revenues service by service and know what’swrongwithany actions.
6. What types of services or benefits currently OUTSIDE of a property can be integrated into presented capabilities? Everycustomerwill have the possibility of post comments and reviews about the hotel and likethatgivesoutside sources. Thosereviews can beintegrated in website of the hotel and give a direct information access to the client (websitewithreviews of expedia…). You can alsointegrated informations about whatisaround the hotel: restaurants, bars, Spa if yourhoteldidn’t have one, Club, attractions…
7. How can a hotel use the capabilities to create digital differentiation - and thus a competitive advantage Digital is by himself a competitiveadvantagebecauseitpermits to influence people and manage yourreputation. The very important point of digital is to my opinion the personnalization of the web service! For exemple you can personalizedyour user bar navigation or act on different social media. You can alsoact on the information system for exemple if you have a business hotelgives informations according to yourcustomers.
8. What impressed you the most about the particular topic that you selected? How many data youreceived by thisproducts. You could know everything about your hotels and manage whatyou have to develop. The facility of managingyourdifferent site of reviewing! You can manage and answer to itveryeasily. Gain of time, money and objectives. Influence people to increaseyour revenues! By direct booking on websites. INFLUENCE PEOPLE IS EASY AND DIFFICULT and more DIFFICULT ON LONG TERM.
