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Who Loves Ya, Baby? Best Practices in Social Media Reputation Management

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Who Loves Ya Baby? Best Practices in Social Media Reputation Management June 23, 2011 - Austin, TX
What is reputation management? 2 Reputation management is the process of listening and reacting to what guests say about your hotel online. It consists of: ■ Listening ■ Resolving ■ Responding ■ Sharing
The key players. 3 400 300 200 100 0 Expedia TripAdvisor Travelocity Yelp Million Pageviews/Month
But, it’s not just review sites. 4 Review Sites Social Sharing Blogs
Are responses important? 5 Agree Neutral Disagree 7% 22% Seeing a management review is important to me 71% Source: Forrester/TripAdvisor
How important? 6 Agree Neutral Disagree 4% If I was considering two comparable properties, the 28% presence of Management Responses on one would sway me 68% Source: Forrester/TripAdvisor
What should you do? timpeter.com twitter.com/tcpeter

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Who Loves Ya, Baby? Best Practices in Social Media Reputation Management

  • 1. Who Loves Ya Baby? Best Practices in Social Media Reputation Management June 23, 2011 - Austin, TX
  • 2. What is reputation management? 2 Reputation management is the process of listening and reacting to what guests say about your hotel online. It consists of: ■ Listening ■ Resolving ■ Responding ■ Sharing
  • 3. The key players. 3 400 300 200 100 0 Expedia TripAdvisor Travelocity Yelp Million Pageviews/Month
  • 4. But, it’s not just review sites. 4 Review Sites Social Sharing Blogs
  • 5. Are responses important? 5 Agree Neutral Disagree 7% 22% Seeing a management review is important to me 71% Source: Forrester/TripAdvisor
  • 6. How important? 6 Agree Neutral Disagree 4% If I was considering two comparable properties, the 28% presence of Management Responses on one would sway me 68% Source: Forrester/TripAdvisor
  • 7. What should you do? timpeter.com twitter.com/tcpeter