Think tank

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The document discusses e-reputation management and tools like Klout and ReviewPro that can help hotels manage their online presence and customer reviews. It explains that these tools allow hotels to aggregate, organize, and respond to reviews from sites like TripAdvisor to better understand customer needs and expectations. The capabilities can help hotels identify issues and customize services for individual customers to build their brand and gain a competitive advantage through personalized customer experiences.

THINK TANK ASSIGNEMENTReputation Management – Klout by ReviewPro

What’sKlout and ReviewPro?Kloutis a toolthatmeasures social influence across the Web.The higher the Klout score, the higher the social influence.??ReviewProoffers a web-based, analyticaltoolthatallowshotels to efficientlyaggregate, organizedand manage their online reputation and presence in leading social media sites.??

Whatwillbe the impact on customer service expectations of the capabilitiespresented?It will help us to betterunderstand the customer and hisneeds and provide to him a better serviceIt willalso permit to a hotel to identifyproblems and provide a rapid solution thanks to ReviewPro for instanceAt the end, wewillbe able to respond and to anticipate a customer expectation.

What type of hospitalitywillbenefit and how?Here, wecould talk about the quality, the customer service. Actually, hospitalityis all about that.Not especiallyluxuryhospitality as hotelslike Ibis or Campanile are more sollicited by comments. At the George V for instance, guestwilleasily comment directlyinstead on the Web.E-reputationisbased on comments, feedbacks, and mentions etc. Each comment whichisbad or good contributes to the e-reputation.The problemnowisthat the Web isso large thanitis impossible to beeverywherewithoutusing a dashboard.E-reputationwill impact hotel sales.

What types of services or benefitscurrentlyoutside of a propertycanbeintegratedintopresentedcapabilities?In a hotel, we have a concierge whois able to givesomeadviceregardingoutside services. Hereitispretty the same, wecouldintegratesomereviewsregardingmuseums, restaurant, exhibitions…Customerswill have the possibility to post comments and givetheir impression on ourselection.

How can a hotel use the capabilities to create digital differentiation and thus a competitiveadvantage?To personalize the internet user navigation.For example, if a customerconnectshimwith Facebook, or wecould use his navigation affinities. If the customeris a girl and sheused to navigate on e-shops, wecoulddirectlygivehersomeadvice on shops close to the hotel.The competitionadvantagewillbe on the personalization.

Whatimpressed me the most about the particulartopicthat I selected…As far as I amconcerned, I wouldsaythatitis the volume data whichisabsolutelyincredible !Evenwith a dashboard, itissodifficult to manage itse-reputation.The thingisthateven if we are not looking for anycomments, and wejust put the name of the hotel on Google, weimmediatelyaccess to reviews, on Tripadvisor for example.

Trust You and ReviewPro both offer online reputation management services for hotels. Trust You offers a more comprehensive suite of interconnected services, including marketing, meta-review APIs, monitoring, guest surveys, and social media monitoring. Trust You also claims to influence over 50 million travelers in their booking decisions and partners with major travel agencies. The document discusses how online reputation management relates to social media and maximizing user-generated content on hotel websites and social media profiles.

D di h, think tank 2011NodiraMavlyanova

Reviews and customer feedback provide valuable insights that can benefit multiple departments in hospitality operations. Quality, sales, PR, guest services, and revenue management departments can all utilize insights from reviews to better understand customer expectations, monitor service quality, target influencers, improve operations and service, adjust rates, and gain a competitive advantage through digital differentiation by encouraging online reviews and integrating social media on their websites. Constant monitoring of online reputation through capabilities like Klout and Review Pro allow hospitality operations to adapt quickly and improve based on customer feedback.

Review pro vs trustyouAgathe Lirzin

This document compares the reputation management services Review Pro and TrustYou. Both services help hotels manage online reviews across multiple websites to improve their online reputation and increase bookings. Review Pro is approved by TripAdvisor and works with 154 hotel chains. TrustYou works with over 12,000 hotels and has partnerships with major OTAs and technology companies. The document discusses the benefits and features of both services but does not provide a clear recommendation for which service would be better without understanding the specific needs and goals of the hotel.

Think tankCflorent

1) Customer service expectations are changing as capabilities allow businesses to more closely monitor their online reputation and customer feedback. Managing online presence and reviews is becoming a new form of marketing. 2) Hotels that want to stay relevant will benefit from these capabilities. Tools like Klout and Review Pro give insights into customer satisfaction and influence so hotels can identify and quickly solve problems. 3) In addition to on-site services, hotels can use these insights to integrate nearby attractions and offer more customized information to guests through digital channels like social media and reviews.

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Trust You provides multiple integrated services including hotel reputation management, guest surveys, revenue optimization, destination analytics, and hotel investment analytics. These services provide a 360 degree view of guest feedback to help hotels improve their rankings on sites like TripAdvisor and OTAs. Trust You also offers marketing services to increase bookings and social media monitoring to address customer comments and reviews, though it can be difficult for hotels to filter or respond to all social media posts. Trust You is a preferable choice over competitors because it offers interconnected services that are used by major hotel chains and can influence travelers' booking decisions through connections with other travel agencies.

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- Klout and ReviewPro are tools that allow hotels to manage their online reputation and understand how they influence customers through social media. This helps increase revenues. - An "E-reputation" is a brand's reputation online, which is difficult to manage but important to influence in order to communicate with and sell to customers. - These tools can help hospitality businesses of all sizes understand customer expectations and complaints in order to improve quality standards and anticipate issues. - Hotels can integrate reviews and information from outside sites like Expedia onto their own websites to provide more customer insights.

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This document summarizes and compares the online reputation management services of two companies, ReviewPro and Reputami. Both companies help hotels maximize guest engagement by leveraging guest satisfaction surveys and online reviews to improve the guest experience and increase revenue. ReviewPro is identified as the more precise and complete option, with a better reputation and more professional feedback, helping hotels improve their rankings, understand guests better, and save time managing daily feedback.

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The document compares the services offered by Olery and Trust You for reputation management. Both services allow hotels to monitor customer feedback, comments and reviews online in order to manage their reputation. They provide reports and data to help hotels identify trends, respond to customer complaints and improve areas of weakness. The document suggests Trust You would be the preferred service since it has partnerships with major hotel chains and influences over 50 million travelers in their booking decisions. It also discusses how reputation management is important for return on investment and how social media can impact a hotel's online reputation, both positively and negatively. Lastly, it proposes ways a hotel could use reputation management tools on their website and social media to engage customers, promote the business and maximize user generated content

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The document discusses e-reputation management and tools like Klout and ReviewPro that can help hotels manage their online presence and customer reviews. It explains that these tools allow hotels to aggregate, organize, and respond to reviews from sites like TripAdvisor to better understand customer needs and expectations. The capabilities can help hotels identify issues and personalize the customer experience to gain a competitive advantage through more targeted recommendations and services.

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The document discusses the evolving expectations of modern travelers, emphasizing the importance of personalized and adaptive customer experiences in the travel and hospitality industry. It highlights challenges such as data utilization and guest engagement, and presents strategies for improving customer loyalty through effective use of technology and feedback systems. Additionally, a case study illustrates a millennial traveler’s journey, showcasing how tailored marketing and services enhance guest satisfaction and personalization throughout their stay.

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This document provides an overview of TravelClick and the solutions it provides to help hotels optimize performance, grow revenue, and strengthen their brand. TravelClick delivers expertise globally through local account management and service teams. It has over 33,000 hotel customers in 176 countries. The document outlines TravelClick's five business lines that work together to improve hotel performance, including central reservation systems, web solutions, mobile solutions, GDS and Pegasus UltraDirect integrations, and channel management. It also summarizes key market trends in hospitality, highlighting the importance of social media, business intelligence, meeting consumer expectations, mobile, and distribution management. The document emphasizes how TravelClick can help hotels succeed in this changing market environment.

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Think tank

1. THINK TANK ASSIGNEMENTReputation Management – Klout by ReviewPro

2. What’sE-Reputation Management?It consists in managing the reputation of a brand or a company on Internet.It is a very large processwhich has to benormallyassociated to a qualityprocess and to the quality of the customerrelationship.Some of these types of reputation management couldbeused: building, maintenance and recovery.90% of customerspay attention to friendsadvice and comments on the Web.85% of customers are looking for commentsbeforepurchasing.

3. What’sKlout and ReviewPro?Kloutis a toolthatmeasures social influence across the Web.The higher the Klout score, the higher the social influence.??ReviewProoffers a web-based, analyticaltoolthatallowshotels to efficientlyaggregate, organizedand manage their online reputation and presence in leading social media sites.??

4. Whatwillbe the impact on customer service expectations of the capabilitiespresented?It will help us to betterunderstand the customer and hisneeds and provide to him a better serviceIt willalso permit to a hotel to identifyproblems and provide a rapid solution thanks to ReviewPro for instanceAt the end, wewillbe able to respond and to anticipate a customer expectation.

5. What type of hospitalitywillbenefit and how?Here, wecould talk about the quality, the customer service. Actually, hospitalityis all about that.Not especiallyluxuryhospitality as hotelslike Ibis or Campanile are more sollicited by comments. At the George V for instance, guestwilleasily comment directlyinstead on the Web.E-reputationisbased on comments, feedbacks, and mentions etc. Each comment whichisbad or good contributes to the e-reputation.The problemnowisthat the Web isso large thanitis impossible to beeverywherewithoutusing a dashboard.E-reputationwill impact hotel sales.

6. What types of services or benefitscurrentlyoutside of a propertycanbeintegratedintopresentedcapabilities?In a hotel, we have a concierge whois able to givesomeadviceregardingoutside services. Hereitispretty the same, wecouldintegratesomereviewsregardingmuseums, restaurant, exhibitions…Customerswill have the possibility to post comments and givetheir impression on ourselection.

7. How can a hotel use the capabilities to create digital differentiation and thus a competitiveadvantage?To personalize the internet user navigation.For example, if a customerconnectshimwith Facebook, or wecould use his navigation affinities. If the customeris a girl and sheused to navigate on e-shops, wecoulddirectlygivehersomeadvice on shops close to the hotel.The competitionadvantagewillbe on the personalization.

8. Whatimpressed me the most about the particulartopicthat I selected…As far as I amconcerned, I wouldsaythatitis the volume data whichisabsolutelyincredible !Evenwith a dashboard, itissodifficult to manage itse-reputation.The thingisthateven if we are not looking for anycomments, and wejust put the name of the hotel on Google, weimmediatelyaccess to reviews, on Tripadvisor for example.

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