Reputation = Revenue. Increasing Revenue with Online & Offline Feedback

ENTER  2015  Industry  Track   Slide  Number  1  

Reputa<on  =  Revenue  Increasing  Revenue  with  Online  &  

Offline  Feedback    

RJ  Friedlander,  CEO    

@rj  friedlander  @reviewpro  

rfriedlander@reviewpro.com  

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"""

rfriedlander@reviewpro.com"Twitter: @rjfriedlander"Skype: rjfbcn"Mobile: +34 610 459 003"Website: www.reviewpro.com"