SESSION 3 (online)
SESSION 1.
Online Reputation Management is to understand customer's problems and fix it before they harm your reputation and to gain more reviews to positively influence your reputation.
ReviewPro VS Revinate
Reviewpro
+ approved by trip advisor
+ clean data analysis
+ easy-to-understand report
+ each hotel can have question specific to their hotel (survey)
+ work with big hotels
+ social media monitoring
Revinate
+ reliable data
+ focus on big data (guest profile: guest stay, spend history, interest and preference, easy loyalty and survey program integration)
+ 2 way guest communication
+ loungeup project
+ turn real-time feedback into insights
Why is it important to ROI?
PR nowadays can not manage the reputation of hotels because the customers have a huge influence on it. That's why using services like ones provided by ReviewPro and Revinate is extremely important for hotels. ROI is directly related to customer's satisfaction. The value of the guest as a referral plays an essential role.
Which service would you choose - why?
Personally I prefer Revinate for several reasons.
Firstly, while both companies offer services data collecting from social media and review sites, solutions to optimize revenue, Revinate focuses on big data analysis, where all the personal information about the customers (like interests and preferences) is being neglected by hotels.
Guest profile collected by his previous stay gives the hotel more insights while not intruding their privacy.
What is the relationship of ORM to social media?
As a matter of fact, 75% of online users are more likely to click on a negative search result than on a positive one. Because of social media, it is now easy for everyone to spread negative content. How can you protect your name, your business, and your reputation? Monitoring and managing your online reputation is vital for your offline reputation.
How would you use ORM in your hotel website, in your social publishing? Maximize UGC?
Managing online reputation takes a lot of time if you want to do it effectively. Constant management of these various review channels (TripAdvisor, Yelp, etc) is necessary to be successful in social media marketing and management. At the hotel level, I would assign a staff member to serve as the "social media" and ensure that the entire hotel team is aware of the social media initiatives.
In the end, there are many hotel internet marketing companies (ReviewPro, Revinate) that specialize in hotel social media marketing and management. Agencies like them can help monitor and manage the listings to ensure the hotel is always on top of online reputation.
