United guitar
What is the importance of the guitar ?
the guitar has been broken during a flight with the united airlines company so they decide to put a video in youtube wto complain about the company which cost a lot to the company
What brand is involved ?
United airlines
What is the problem with the brand ?
He complains that the guitar has been broken during the flight and asks to the company to fix it but the company but as the request has been made after 24h , the damages could not been fixed.
How long did it take to fix the problem ?
about 1 year
Reputation Management
Definition
Reputation management is the understanding or influencing of an individual's or business's reputation.
Why is reputation management is important to a hotel ?
Hotel executives have realized the value of online reviews and social media as a key source of customer insight, and a tool to achieve operational and service excellence. Now, by tracking and improving online guest satisfaction using the Global Review IndexTM, hotel managers and owners are able to quantify revenue growth caused by increased guest satisfaction
What is the impact to the hotel ?
It has a direct impact in the customers satisfaction and on the financial resultsn the pricing decision and also have in impact through the channel distribution
How many sites the company has to monitor ?
Reviewpro has a thousands of clients among 70 coutries such as citizenM Hotels, Concorde Hotels & Resorts, Corinthia Hotels, Epoque Hotels, Hotel Bel-Air, 1895 Historic Hotels Group, Louvre Hotels Group, Melià Hotels International, Millennium Hotels & Resorts, the Roger Smith Hotel et Swiss-Belhotel International.
How do we sell Review pro?
93% of hotel guests are influenced by reviews, and the majority of them won’t book a hotel without them.1 But with the average person visiting more than a dozen websites prior to booking a room, managing your online reputation can be difficult and time-consuming.
This is why they should choose review pro as they are working with thousands of famous intenational hotel among a several countries.
Review pro know how to leverage guest feedback from the social web and internal surveys to improve their hotel’s performance. They monitor, analyze, manage, and improve your hotel’s online reputation across hundreds of sources to increase guest satisfaction and grow revenue.
Important key ?
Guest experience, improve satisfaction, optimizing sales,
Should a hotel use trip adivsor reviews in their site ?
I think that it is a good idea so that customers wont be lost and will have only one source to find the website and will encourage direct booking, it will also increase customers confidencen increase recognition and visibility.
Should the hotel encourage customers tour operator comment on trip advisor ?
I depends if they want to share their experirence and if it is a good comment, they should post it, but it is very dangerous as bad comments can affect the company's reputation.
Trip advisor or plateform ?
it is better to have your own plateform in order to habe more visibility,have only one source to collect the feedbacks and , to increase
and TA is too expessive
Reputation Scorecard
What it is ?
Reputation provide service for hotel which wants to know there erformance in term of guest satisfaction through the Global Review Index
the award celebrates hospitality excellence and is given only to establishments that consistently achieve outstanding traveller reviews on TripAdvisor. Winners of the Certificate of Excellence are located all over the world and represent the upper echelon of businesses listed on the website, with only the top 10 percent receiving the prestigious award.While REputation scorecard take all data based on online travel agency such as Trip advisoalculated on a daily basis for each hotel by analyzing the quantitative scores associated with reviews postedand through customers 's rate
Which is more important to a hotel, why ?
The most important for a hotel is to know what customers think of it, what is there reputation, so that they can improve the quality of their services through seeting quality ojectives
Choose a city - select 5 hotels
- How does each hotel use Quality Score or Certificate of excellence in their site
- Does the site include guest reviews - yes, how are they presented
- Check out an OTA for 3 of these hotels, do they respond to guest reviews
Paris
Mandarin Oriental
This Hotel has a page on its website dedicated to all awards and certifications that they received. Trip advisor certification of exellence is mentioned but not their status on Review pro. There is no guest review on the hotel website
They haven't responded for a month now. Their responses are quite similar, not very personalized, but with a reference to the comment made by the former guest.
Hotel le Bristol
Le Bristol Hotel has win the travellers' choice and has the certificate of exellence notified in their website. this is all they have, they don't have any guest review and Quality score.
On trip Advisor Hotel Le bristol answer to several comments. They leave personalized comments acording to the content of the message and thank the guest it seems like they take time to answer them the message is signed by the general manager.
Four season Hotel George V
Yes, the George V has a table on its first page, saying "Avis en un clin d'oeil". This leads us to TripAdvisor reviews, Twitter and Facebook account.
It also has image link to facebook, twitter, instagram and pinterest.
It gives a text link to go and check them on the TripAdvisor website. No mention of ReviewPro.
However, it says according to TA "the 2nd best hotel in city", "Travellers choice 2014 winners". Ad no guest reviews at all.
Not enough, the only place where we can find a link to a review website is at the bottom page in a tiny icone, there is TripAdvisor, Facebook, Twitter and Pinterest.
It does not include guest reviews at all.
The George V hotel answer to a lot of comments onec a month which can be good or bad and try t understand what went wrong during the customers's trip in order to explain themselves.
They give personaliezd and sometimes standard comments indeed they answer in a personal way ang greet the guests.
Hotel de Crillon
How does the hotel use Quality Score or Certificate of excellence in its site No trace of it. Their wesite is empty : there is just an image link to twitter and facebook. Does the site include guest reviews - yes, how are they presented No reviews at all.
Hotel Royal Monceau
How does the hotel use Quality Score or Certificate of excellence in its site Not enough, the only place where we can find a link to a review website is at the bottom page in a tiny icone, there is TripAdvisor, Facebook, Twitter and Pinterest. Does the site include guest reviews - yes, how are they presented Not at all.
Peer review
What the key findings of the research
- They are also more ready to try new products than older, which creates opportunity for the Hospitality industry, especially for independant hotels
- For instance, Getaroom website concentrates two ranking systems: one with points (1-5) and one including the Tripadvisor rankings
- Review Pro states that 90% of the participants to the study are influenced in their buying decisionby comments
What is the impact for hoteliers, hotel marketing
Hotelier can play with their guests comments by showing them on their websites and by answeringto them on OTAs and sites reviews.
Also, they can encourage their guests to put comments in order to influence potential clients.
What is interesting in the Generation Y is that they are looking for underground and unknown experience that could reflect on them. That is why marketers and hoteliers can create new concepts and base their communication on the word of mouth going on on the web.
Do you agree or disagree with the findings
I agree that we have to count on the generation Y to make a large part of our reputation. We can adress to them and adapt our communication strategy, paying attention to the reviews. I agree that we should encourage them to share about our hotels and new concept. I agree that we should pay attention to what is said because it is a way for us to know where to improve and what concepts to create.
However, it must be done carefully and we shall answer to every review patiently to demonstrate we care about our customer's experience.
9- Learn from their mistake and lack of response and be more actif for the next bad comment
Also, they can encourage their guests to put comments in order to influence potential clients.
What is interesting in the Generation Y is that they are looking for underground and unknown experience that could reflect on them. That is why marketers and hoteliers can create new concepts and base their communication on the word of mouth going on on the web.
Do you agree or disagree with the findings
I agree that we have to count on the generation Y to make a large part of our reputation. We can adress to them and adapt our communication strategy, paying attention to the reviews. I agree that we should encourage them to share about our hotels and new concept. I agree that we should pay attention to what is said because it is a way for us to know where to improve and what concepts to create.
However, it must be done carefully and we shall answer to every review patiently to demonstrate we care about our customer's experience.
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