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

Business Technology

May 2013! @reviewpro!
Managing Online Reputation &
Increasing Revenue with ReviewPro

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

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!

May 2013!
The future of measuring customer satisfaction
4!
REPORTING! ALERTS!
ONLINE
TOOL!
Global Review
IndexTM!
Semantic
Analysis!
EDUCATION
& SUPPORT!

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!

May 2013! 7!
Identify areas of improvement

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!

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!

May 2013!
Competitive Quality IndexTM (CQI)
12!

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!

May 2013! 14!
What is “Revenue Optimizer”?

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!

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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!

11. May 2013! Competitive Benchmarking 11!

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!

ReviewPro & WIHP Hotel Roadshow Part 3: Online Reputation Management with ReviewPro

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ReviewPro & WIHP Hotel Roadshow Part 3: Online Reputation Management with ReviewPro