ORMMarine d’Aguanno

Eugénie Jougleux

MBA 2B

E-reputation management

Mrs Craig

What do they offer to hotels?  EBuzzConnect Revinate

• Monitoring Conversation

• Booking Rooms :Monitoring and managing online reviews

• Understand the CustomerSocial media and online reviews channels

• Search Engine PlacementHelps identify what keywords are used to describe your hotel and provides invaluable insights for your hotel's internet marketing and SEO strategies.

• Building a Loyal Customer BaseInteracting with your online guests.

• Gain Competitive InsightLearn what travellers like and dislike about competing hotels.

• Access tools For highly targeted promotions and communications that drive upgrades, spa bookings, and even future stays.

• Communicate with guests In unprecedented new ways. Deepen engagement by understanding guest preferences.

• Deliver world-class, personalized service

Across the entire guest experience.

• Providing personalized service and ultra-targeted communications.

• Access a powerful system For responding to guest feedback and requests, with analytics for tracking and escalation.

• Increase review volume and rankings, driving more bookings.

What do they offer to hotels? 

EBuzzConnect Revinate

Why is it Important to ROI

Which Service would you choose? • Guest oriented

strategy

• 2 services clearly defined

• Customer journey clearly defined

• Visual content of the website

• Data personalize

• Mobile technology Mocal

• Guest encoEngagement

What is the relationship of ORM to Social Media

• Permit s companies to see and use customers expectations• Profits tot the company’s reputation online• Provide reports and measure the reputation of companies online• Provide ROI• Measure your competitors «  success or fail » on social media and

compare to them

Marketing

Retention of

customers

Brand image

1st Impact

Social Platform

How would you use ORM ?

Hotel Website Social Publishing Maximize UGC

• Gathering data + Information +

Feedback

• Adapt Prices

• Adapt Services

• Design the Website

Depends on Customers ‘s expectation

• Link the site to every useful

platform

• Implement digital possibilities

• Online Chat

• Refresh the site everyday

• Publication on Social platform

• Engage conversation with customers on their favourite subject

• Exceed the expectation of customers

• Reward customers loyalty

• Spread positive content