Localyser is the Middle East’s first local social media monitoring and engagement tool that helps restaurants, cafes, bars, spas, and F&B-centric hotels manage their locations’ ratings and reviews from across the Internet. From one single interface you can quickly respond to reviews, improve operations, and engage customers to obtain positive reviews that helps your outlets rank higher on search engines & maps. Find out more at http://bit.ly/sps_hotels_localyser

1. ONLINE MONITORING &
ENGAGEMENT TOOL
RATINGS & REVIEWS

2. 1. The Problem – For hotel reviews, there are solutions like Revinate. These solutions do not
work as well for F&B outlets. Also, for F&B outlets, comments on platforms other than
TripAdvisor are more important than for hotels. TripAdvisor’s review gathering tools do not
work very well for F&B outlets (very few people give their email address when going for a bite
to eat!)
2. The Solution – Localyser brings together ALL review sources into one dashboard: Easy to
manage, & reply. Great analytics. PLUS: Used on a tablet device, the guest-side of the system, is
perhaps the most intelligent review/feedback gathering system for F&B outlets in the market
today.
3. Also – Localyser is the only review monitoring, analytics, and feedback system fully geared
towards F&B outlets. It’s extremely keenly priced, intuitive, and very powerful.
Quick Summary

3. The Middle East’s first social media monitoring and
engagement tool that helps F&B outlets & brands easily
manage their ratings and reviews from across the Web all in
one place.
About Localyser

4. AGENDA
1. The Problem – the status of ratings & reviews management
today
2. Case Study – how to increase online to offline conversion
3. The Solution – real time monitoring & response alerts
4. Pricing & Setup– client onboarding steps and timelines

5. PROBLEM WE ARE
TRYING TO SOLVE
PART ONE

6. How can we effectively manage all of our
locations’ listings, ratings and reviews
from across the Web all from one place?
How can we effectively increase our
locations’ conversion from online search
to offline sales?

7. • Require manual work to check
every review site (e.g., 10 outlets
x 7 sites = 70 check points / day).
• Some platforms send email
alerts but not all.
• Not easy to find the most
important reviews to respond to
first.
• Missed negative reviews affect
brand reputation, customer
service and future sales.
It’s time consuming to manage
all reviews real time!

8. • No single report that gives a
holistic view of brand reviews.
• Need to copy & paste reviews
into Excel in order to do any
comparisons between outlets.
• Need to read every review to
obtain actionable insights.
• Missing out on important
consumer trends that could
have been addressed
earlier.
Difficult to get actionable insight!

9. No easy way to boost the average
rating of low performing locations
• Getting customer feedback has become
a must to continue to improve
operations.
• Converting compliments into positive
star rating can be tricky (incentives
consumers and you can get burned).
• Getting positive reviews on a consistent
basis requires more than just a good
campaign.
• Lower star rating reduces online
search to offline sales conversion.

10. WHY IS IT SO
IMPORTANT?
PART TWO

11. A 2014 research report by Dimensional
Research found that 88% of consumers have
been influenced by an online customer
review when making a buying decision.
Source: https://www.zendesk.com/resources/customer-service-and-lifetime-customer-value

12. Harvard Business School Working Paper -
Reviews, Reputation, and Revenue: The Case
of Yelp.com:
• A one-star increase in Yelp rating leads to
a 5-9 percent increase in revenue.
• Consumer response to a restaurant’s
average rating is affected by the number
of reviews.
Source: http://www.hbs.edu/faculty/Publication%20Files/12-016_0464f20e-35b2-492e-a328-fb14a325f718.pdf

13. A restaurant with a rating improved by just
half a star – on a scale of 1 to 5 – increased
it's chance of selling out during prime dining
times from 13% to 34%.
Source: http://www.theguardian.com/lifeandstyle/2012/sep/02/ratings-boost-restaurants

14. 60% of consumers path to purchase for restaurants is
done though a Smartphone.
Source: http://www.mmaglobal.com/files/documents/mobile_path_to_purchase_2014_overview_us_whitepaper.pdf

15. Urgency is especially key for restaurants and entertainment when
deciding to make a purchase decision through mobile.
Source: http://www.mmaglobal.com/files/documents/mobile_path_to_purchase_2014_overview_us_whitepaper.pdf

16. 49% place restaurant reviews, detailed listing & accurate
map location as most important factor in making a decision
Source: http://www.mmaglobal.com/files/documents/mobile_path_to_purchase_2014_overview_us_whitepaper.pdf

17. LOCALYSER -
THE SOLUTION
PART THREE

18. • Save time & resources with one
dashboard for all of your ratings &
reviews.
• Analyze review volumes by
sentiment.
• Get email alerts when a review is
received (negatives only).
• Respond quickly to all customers
in real time.
• Easily compile reports filtered by
brand, area, sentiment & source.
• Quickly identify problem areas at
low performing stores.
Reach operation efficiency at scale

19. • Easily engage customers for
feedback with location specific
branded responsive web page.
• Filter out positive reviews and
incent customers to share
online.
• Ability to embed reviews on
brand site for added trust.
Increase positive reviews & page
ranking on search engines

20. • Embed all of your reviews from
across the Web to compliment
the outlets details on your
website.
• Increase customer comments by
presenting them with easily
understandable feedback
actions.
• Transform compliments into a
positive reviews that are shared
online.
Enhance your store locator section
with reviews from all platforms

21. • Align performance objectives
with each location’s ratings.
• Rally staff around measurable
rating & review KPIs (e.g.,
healthy outlet competition).
• Leverage reviews during
performance evaluation and
for training purposes.
Improve operational performance
linked to measureable KPIs

22. Live Demo
(Video: http://bit.ly/localyser)

23. CLIENT
ONBOARDING
PART FOUR

24. 90 Days to Better Results
Account Setup (month 1)
•Establish monitoring &
moderation processes
•Identify key roles &
account access permissions
•Train the right resources
(management, social media
agency, field operators)
•Agree on objectives (KPIs
include increase in positive
reviews, decrease in
negative reviews, cost
efficiency, impact on NPS,
etc.)
Insights & Analysis
(month 2)
•Initial reporting,
assessment & corrective
action plan
(key trends, customer
analysis, negative & positive
review drivers and impact
on client KPIs)
•Correct & complete store
listing data (audit report on
listing gaps across the Web)
Positive Review Request
Campaign (month 3)
•Positive review request
campaign development
•Test, measure & scale
review request campaigns
•Develop / integrate always-
on trigger communication
•Result so far reporting &
recommendations (what
KPIs have we started to
improve, what other
actions are needed)

25. THANK YOU!
www.localyser.com | Official Reseller: sps:digital & sps:hotels
|hello@spsaffinity.com | Tel: +971 566525970