reputation = revenue. increasing revenue with online & offline feedback
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Post on 15-Jul-2015
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ENTER 2015 Industry Track Slide Number 1
Reputa<on = Revenue Increasing Revenue with Online &
Offline Feedback
RJ Friedlander, CEO
@rj friedlander @reviewpro
www.reviewpro.com
ENTER 2015 Industry Track Slide Number 2
Impact of Reviews of travelers indicate that their decisions are highly influenced by reviews & other user generated contentThe average number of websites travelers visit before booking a trip "
of consumers say they won’t book a hotel if it has zero reviews"
of travelers changed their primary choice during the booking process after using social media and review sites"
Additional amount consumers are prepared to pay or a hotel with a 5/5 rating than for a hotel with a rating of 4/5
"
"
(e-tailing group)!
(Expedia Media Solutions/Compete)!
(PhoCusWright)!
(World Travel & Tourism Council) !
Comescore!
ENTER 2015 Industry Track Slide Number 3
• Basis of the Analysis:"– Nearly 1 million reviews over a period of 2 and a half years"
– Luxury, Upscale and Midscale establishments"
– In 11 key markets across the UMS and Europe"• The study therefore reaffirms the impact of Online
Reputation on all offline and online Distribution channels."
Impact of Online Reputation on ADR & RevPar
ENTER 2015 Industry Track Slide Number 4
Impact of Online Reputation on Hotel Valuation
ENTER 2015 Industry Track Slide Number 5
How are savvy hoteliers leveraging this opportunity?"
ENTER 2015 Industry Track Slide Number 6
What They Used to Teach About Marketing
ENTER 2015 Industry Track Slide Number 7
What They Should Teach Today
4 P’s 4 E’s""
Product "Promotion"Price"Place"
Experience"Evangelism"Exchange"Everyplace" "
ENTER 2015 Industry Track Slide Number 8
Reputation = Revenue
ENTER 2015 Industry Track Slide Number 9
Guest Intelligence Within the Organization
ENTER 2015 Industry Track Slide Number 10
PMS!
CRS!
Revenue Management!
Channel Manager!
GDS!
Booking Engine!!
Social CRM!Guest Surveys!
Finance! …!
Guest Intelligence Across the Enterprise
HR!
Marketing!
Investments!
ENTER 2015 Industry Track Slide Number 11
What do We do?
To enable our clients to deliver be?er guest experiences & to profit from the social web
ENTER 2015 Industry Track Slide Number 12
• Aggregate hundreds of millions of reviews & social media mentions, in 45+ languages, on 100+ of the most relevant OTAs, review websites and social media platforms."
How do We do it?
ENTER 2015 Industry Track Slide Number 13
Guest Intelligence = ORM + GSS
Online Reputation! Guest Surveys!
= +
ENTER 2015 Industry Track Slide Number 14
• More than 17,000 hotels in 100+ countries rely upon ReviewPro to improve guest satisfaction and increase revenue"
Our Clients
ENTER 2015 Industry Track Slide Number 15
Our Partners
ENTER 2015 Industry Track Slide Number 16
• Combine reputation analytics with STR data to increase ADR & RevPAR"
• Use Semantic Analysis to identify areas to focus operational and service improvements"
• Repond to tweets within 15min to serve guests before, during & after stay"
• Use social media & reviews to identify trends & follow up with detailed internal surveys "
• Go through guest satisfaction check at guest check-out to improve online reviews post-stay"
How Clients Leverage our Guest Intelligence
ENTER 2015 Industry Track Slide Number 17
• Reporting and benchmarking to board of directors and for individual bonuses"
• Email from CEO upon check-out thanking client and asking if everything was OK"
• Share reports and use alerts with frontline staff and in team/departmental meetings "
• Analyze potential investment opportunities "
• Identify areas for staff training, education and support"
How Our Clients Leverage our Guest Intelligence
ENTER 2015 Industry Track Slide Number 18
Contact
R.J. Friedlander!CEO"""
[email protected]"Twitter: @rjfriedlander"Skype: rjfbcn"Mobile: +34 610 459 003"Website: www.reviewpro.com"