managing online reputation: atm dubai 2012
DESCRIPTION
The battlefields of travel are redrawing their lines – no longer are holidays pitched against each other in travel agencies, but online. With 92% of internet users reading online reviews and 89% of consumers saying that reviews influence their purchasing decisions, there has never been a more important time for hotels and travel suppliers to efficiently manage their online reputation. But with 35% of consumers changing their choice of hotel after browsing a social media platform – what can travel providers do to ensure that they maintain a spotless reputation? How do you find out what your customers saying about you? And what can these companies do to use these reviews to their marketing advantage? TrustYou's Executive Vice President Kristof Roemer examines this and more.TRANSCRIPT
Kristof RoemerEVP Sales International
Our Vision
Creating The Standard for Reputation.
2011
2012
Social Sentiment Search
Social Sentiment Search
Social Sentiment Search
Biggest Online Influencers
Big Data Problem
100 sources
20 languages
400,000 hotels
100,000,000 reviews
StructureSemantic TechnologyChaos
SemanticTechnology
TrustYou Methodology
“The check-in was very quick.”
“Food and drinks were
great.”
“No WiFi inhotel rooms.”
“The surroundings were noisy and
bleak.”“The staff was
friendly to kids.”
StructureSemantic TechnologyChaos
TrustYou Methodology
Destinations
Destinations AirlinesAirlines
HotelsHotels
- Small rooms (3)- No WiFi (2)
+ Kid Friendly Staff (4)+ Great Restaurant (8)
Criteria: Good FoodCategory: Family Hotel
SemanticTechnology
StructureSemantic TechnologyChaos
TrustYou Methodology
• 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
Global Reputation Management
LISTEN
UNDERSTAND
CONVINCE
Social Media Philosophy
CIRCLE OF TRUST IN YOUR HOTEL
CIRCLE OF TRUST IN YOUR HOTEL
Set-up a workflow
Dedicate a TrustYou Champion
CIRCLE OF TRUST
CIRCLE OF TRUST IN YOUR HOTEL
Set-up a workflow
Dedicated TrustYou Champion
May be rebuild the Guest Relation
Discuss and replay during morning meetings
CIRCLE OF TRUST
CIRCLE OF TRUST IN YOUR HOTEL
Set-up a workflow
Dedicated TrustYou Champion
May be rebuild the Guest Relation
Discuss and set task during morning meetings
Do it on a daily basis
Answer all reviews on all social media channels
CIRCLE OF TRUST
Hollistic Approach
LISTEN
UNDERSTAND
CONVINCE
Reputation Monitoring
Reputation Marketing
Reputation Surveys
1. Reputation Survey
2. Reputation Monitoring
3. Reputation Marketing
• A full and diverse set of many different reputation widgets for integration on the website.
• Fully customizeable in look&feel• FREE
Hollistic Approach
LISTEN
UNDERSTAND
CONVINCE
Reputation Monitoring
Reputation Marketing
Reputation Surveys
We can help! Visit trustyou.com
twitter@Kristof Roemer