VS

BALIAN VictorCUZON Anna

MBA 2 B – Semester 2

Liz CRAIG

Compare services

What do they offer to

hotels ?

SERVICES OLERY REVINATE

Online reviews & Dashboard OK OKAnalyze these different kind informations OK OKMonitor and manage your guests’ hotel experience

OK

Guest survey feedback OK OKAll reviews in one place OKMonitor the competition OK OKSocial Media management OKSocial Media Monitoring OKAlerts and Notifications OKRevenue Reports (linked to ORM) OK OKMobile App OKEngage cutomers on review sites OK OKAsk guest direct questions OK OKMatch customer profils with hotels OK

Online Reputation Manageme

nt Process

- Regular and one time analysis

- Guest survey- Deal directly with

guest comments and interogations

- Social media focus- Real time feedback- Marketing segmentation

and targetting - Turn guests into

promoters

Companies focus

Why is it important to ROI

Be aware of competion

Create guest loyalty

Manage image and identity

Show transparancy

Improve your rating on

review sites

Better view on revenues

generated by internet presence

Be more effective on customers

segmentation

Resolve issues with

guests

Have a better idea of

investement impact

Which service would you choose - why?

More complete

Social media are more relevant

Following trends (mobile app, use MOCAL)

Real time guest surveys, feedbacks and analysis

Good reputation, partnerships

Engage customers, reinforce the society social community

+

++

++

+

What is the relationship of ORM to social media?

Answer quickly

and efficiently

to customers

Be actualized

Manage hotel’s social media

account

Check and

monitor commen

ts

Create communit

y

Add relevant contents

Create social buzz,

increase online

reputation

How would you use ORM in your hotel website, in your social publishing? Maximize User General Content?

Target customer profile that will match

hotel’s social publishing

Link social network contents to hotel’s

website

Make sure ORM checks and monitors general contents and delete irrelevant ones

Enhance positive content, comment or experiences shared

by users