• Ebuzzconnect Presentation

• ReviewPro Presentation

• Service comparison

• Impact on ROI

• The winner is…

• ORM & Social media relationship

• Use of ORM in hotels’ digital strategy

eBuzz Connect is an online social mediamanagement system for the hospitality and thetravel industries, that help to manage onlinereputation.

• Main clients: •Main tools:

• Convert social media into profits, by : - Monitoring and respond to reviews and comments on different social media channels. - Guiding hotels and OTAs in order to choose the right channels to optimize and showing them how to optimize it. - Constantly track performance.

• Flexible and accurate reports: - Dashboard view and desktop delivery.- Show trend Analysis : data are saved for up to 2 years. - Data summarized by group, region,…

• Monitor competition.

ReviewPro allows hotels to centralize,organize and manage their onlinereputation. And improve their presenceon the major social media.

• Thousands of hotels trust it and use it:

Goals :• Increase guest satisfaction.• Drive revenue growth.• Optimize online distribution strategy.Ways:• Quantitative analysis.• Sentiment analysis.• Semantic attribute.• Compare reputation to rate positioning and to

measure GRI for individual OTAs.• The company collects data from thousands of

sources, including 55 OTAs.

Revenue optimizer (linked with other revenue management tools/system), guest surveymanagement, sentiment analysis, competitiveintelligence, data portability, social media monitoring….

Monitoring conversation, managing online reviews, search engine placement (through SEO strategies), understand customer and build a loyal customer base,…

Competitive Quality Indexallows hoteliers to compare the market share of each hotel in terms of customer satisfaction.

Benchmark own performance vs competitors that is usingthe same system.

Optimize average daily rates. Provide key insights.

Global Review Index.Competitive Quality Index.Indices by department. Indices by source : Booking, TripAdvisor,…

Impact Index: Sort by importance of reviews using Impact Index Rating, CompsetIndex.

There is a free versionFor advanced version : $199 per hotel per month.

$95 to $195 per month per hotel.

40 languages Tracks reviews in English, Spanish, Portuguese, Chinese, and other languages

Webinar.Gets comments and analyzethem in real time.

Belong to Milestone Internet Marketing Inc., that have alsoother services: Hotel Website Design, Website Promotion (Organic and SEM), Mobile websites and optimization, Social media optimization services.

Reputation = Revenue

Those tools helps to :

- Track the effects of social media activity on revenue whichhelp to adjust the digital strategy.

- Track trends in order to boost the hotel business.

-Nowadays customer reinsurance is mainly throughcomments/reviews and the way hotels reponds to bad andgood review.

- It helps to retain the existing customers while getting new onebecome easier.

• Can be integrated to PMS and also to RMS. • Provide hoteliers with accurate Data• Analyze performance: of the digital strategy, of

the impact of each department… • Analyze review of 40 Languages.• Integrated by a lot of OTAS. • Review Pro and Trip Advisor are partner. • 1st tools used by hoteliers, a lot of experience in

that domain. • Identify new trends.• Optimize for sure the ADR, the OR and the

Revpar of a hotel.

The prospects are online, the competitors are online and the customers are online.

• ORM helps to manage and improve the image of a company on social media. ORM helps to create a suitable social media strategy that is in accordance with the hotels’ target audience and the message they want to deliver...

• The social networks are becoming more present in Google’s search results; by frequently producing content on these networks hoteliers can obtain a good position in search engines, by being easily found hotels will be perceived as more humane, gaining people’s trust and so improve their online reputation.

• Social medias allows hotels to share information about them, or their new services, events,… andalso to receive negative or positive feedback, so understand customers’ expectations.

• A good social media strategy will increase the reputation of an establishment, which will helphoteliers to gain a valuable position in a really competitive market => increase revenue andcompete with their challengers.

• Social media allows hoteliers to create a link, an open dialogue with their guests. Which help them to know how they are perceived, why and find those who influencetheir guest’s decisions.

• Marketing through social media help hotels to gain credibility, modifyguest’ opinions and augment sales.

Get a strong online infrastructure in order to get a great Google serachengine ranking, get an infrastructure that integrates social media, listing, reviews,videos,... Use of analytical tools and good ORM system in order to:

- get data, analyze the impact of digital strategy, and the presence on social media.

- generate content, schedule the posts publishing and get insights about thecontents.

- monitor the guest satisfaction.

- analyze guests feedback.

- find the influencers.

- personalize communication.

- track any online conversations about the hotel, by setting up alerts and searchesand the most important thing is Be Part Of the Conversation, which will improveand maximize UGC.

- use UGC to collect data about guests and use it positively by surprising themduring their stays, or by remembering their birthdays,... which will exceed theirexpectations, and generate more content.

- use UGC to show what people think about the hotel => being transparent.