Managing Online Reputation: ATM Dubai 2012
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.
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Managing Online Reputation: ATM Dubai 2012
- 1. Kristof Roemer EVP Sales International
- 10. Our Vision Creating The Standard for Reputation.
- 11. 2011
- 12. 2012
- 18. Big Data Problem 100 sources 20 languages 400,000 hotels 100,000,000 reviews
- 19. TrustYou Methodology Semantic Chaos Structure Technology Semantic Technology
- 20. TrustYou Methodology Semantic Chaos Structure Technology “No WiFi in “The check-in hotel rooms.” was very quick.” “The surroundings were noisy and bleak.” “The staff was “Food and friendly to kids.” drinks were great.”
- 21. TrustYou Methodology Semantic Chaos Structure Technology Destination s Airlines Semantic Hotels Technology + Kid Friendly Staff (4) + Great Restaurant (8) - Small rooms (3) - No WiFi (2) Criteria: Good Food Category: Family Hotel
- 22. 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
- 23. Social Media Philosophy LISTEN UNDERSTAND CONVINCE
- 24. CIRCLE OF TRUST IN YOUR HOTEL
- 25. CIRCLE OF TRUST IN YOUR HOTEL Set-up a workflow Dedicate a TrustYou Champion
- 26. CIRCLE OF TRUST
- 27. 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
- 28. CIRCLE OF TRUST
- 29. 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
- 30. CIRCLE OF TRUST
- 31. Hollistic Approach LISTEN Reputation Reputation UNDERSTAND Marketing Surveys CONVINCE Reputation Monitoring
- 34. 3. Reputation Marketing • A full and diverse set of many different reputation widgets for integration on the website. • Fully customizeable in look&feel • FREE
- 35. Hollistic Approach LISTEN Reputation Reputation UNDERSTAND Marketing Surveys CONVINCE Reputation Monitoring
- 36. We can help! Visit trustyou.com twitter @Kristof Roemer
Editor's Notes
- ----- Besprechungsnotizen (26.01.12 10:58) ----- Warum ist das wichtig für Sie?
- 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.
- 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.