2. Seminar Agenda 2 Today, we’ll discuss: The big picture: Josiah Mackenzie, ReviewPro What’s New In Reputation Management for 2011 Types of Review Sites Today (And How They Differ) How To Use ReviewPro To Become A Better Listener Using Semantic Analysis To Understand Sentiment Practitioner’s perspective: Diego Sartori, CitizenM Hotels The CitizenMconcept CitizenM and social media How CitizenM Hotels manages social media and reputation Best Practices in Reputation Management for 2011
3. What’s New In Reputation Management for 2011 3 Customer service plays a bigger role in marketing So what? Raise internal awareness Try this: Show your front-line staff how actions they take are talked about by others online Semantic analysis helps improve advertising and marketing communications So what? Guests can help you run more effective marketing campaigns Try this: Get ideas for your advertising campaigns based on online feedback Semantic analysis helps improve quality So what? Now you have a virtual 24/7 mystery shopper Try this: Make your investment decisions based on semantic analysis of reviews Quality indexes can be used to maximize revenue So what? There is a direct link between your online reputation and the prices you can charge Try this: Cross-compare pricing data with reputation indexes Reputation plays an increasingly important role in the sales cycle So what? Opportunities exist for increasing sales volume and conversion rates Try this: Let your guests act as salespeople by sharing their online feedback Best Practices in Reputation Management for 2011
4. Types of Review Sites Today (And How They Differ) 4 Travel communities (TripAdvisor, Qype) Online travel agencies (Booking.com, Expedia) Social networks and ‘mini-reviews’ (Twitter, Facebook, Foursquare) Best Practices in Reputation Management for 2011
5. How To Use ReviewPro To Become A Better Listener 5 Review dashboard provides centralized overview Alerts give instant notifications Reports show reviews over time Saved social searches identify opportunities Best Practices in Reputation Management for 2011
6. Semantic Analysis To Understand Sentiment 6 The value of semantic analysis is in understanding the feelings expressed online toward specific areas of your hotel or brand. Use this for improving quality Use this for investment decisions Use this for advertising strategy & marketing communications Best Practices in Reputation Management for 2011
7. Use semantic analysis to guide decision making 7 Best Practices in Reputation Management for 2011
9. Any Questions? 9 Any questions about using ReviewPro to optimize your online reputation? Ask us any question, any time: info@reviewpro.com Twitter: @ReviewPro Watch our blog for more ideas, interviews, and case studies: http://www.ReviewPro.com/blog Best Practices in Reputation Management for 2011
