How Guest Satisfaction & Online Reputation can be managed using business intelligence? 06 July, 1.30 PM GMT Category: Guest Satisfaction & Reputation Management of Hotels Agenda • Components of Guest Satisfaction & how it is impacted by online guest reviews • Understand the concerns: Issues, experiences and challenges related with managing online reviews and feedbacks • How to enhance your online reputation using innovative business intelligence solutions and increase booking • Industry best practices & successful case studies Speakers Vishal Jain SVP, Product Management, RateGain Tim Peter Managing Director Tim Peter & Associates Ally Dombey Director & Co-Founder Revenue by Design

2. Meet Our Speakers Vishal Jain Senior Vice President Product Management, RateGain Tim Peter Managing Director Tim Peter & Associates @VoxVishal @tcpeter blog.rategain.com timpeter.com/blog Ally Dombey Director Revenue by Design Ltd @revenuebydesign revenuebydesign.wordpress.com/

5. People are not only discussing your brand…

6. They are posting their reviews and recommendations based on their experiences…

7. REPUTATION of your BRAND is created everyday… with EACH NEW REVIEW! Suspicious Not interested Skeptical Hesitant Zapped Nahhh Surprised Wow Yeahhh!!!

8. Search engines & review sites play the DEVIL’S role here… … ensuring even the mere mention about your brand is easily found. 25% of search results for the world’s top 20 largest brands are links to user-generated content. Socialnomics, 2009

9. Resulting to a strong opinion even before the actual purchase … Friendly staff Elegant & spacious rooms Perfect location Great room service Very clean & hygienic Free Wi-Fi Rude staff Dirty toilets and no water in wash room Not a good variety of food & drinks Furniture needs cleaning Good value for money Bad food Small and cluttered room Over priced AC doesn’t work Great food Slow Wi-Fi Only for one night stay Decently priced Mainly for business travel No comments Take your call

10. A single good or bad guest experience will directly impact the next 100 booking prospects More than three-quarters of review users in nearly every category reported that the review had a significant influence on their purchase , with Hotels ranking the highest (87%). comScore/The Kelsey Group ” “

11. Expert’s opinion Tim Peter Managing Director Tim Peter & Associates @tcpeter timpeter.com/blog Ally Dombey Director Revenue by Design Ltd @revenuebydesign revenuebydesign.wordpress.com/

13. Let’s explore sample reviews …

14. The response was… Review: “slow wi-fi” in the room Action taken: Responded back on the review and with a wink of an eye the slow wi-fi was fixed. Another said: “electric kettle broken” Action Taken: You respond back, skid like the Sunday kid and replace the kettle, wipe your brow and admire your good work! As easy as that? Some more examples

15. So what do we do…

17. Expert(s) say… “ You need to respond to every single review that goes up in regards to your property. You can’t reply to just one, because you will look defensive. You can’t reply to negative ones only, because you will look even more defensive and possibly convey a negative overall image”. - Michael Hraba, Hotelier at Hraba Hospitality & Blogger

18. But its all about your BRAND !!! It takes 20 years to build a reputation and just 5 minutes to ruin it. If you think about that, you will do things DIFFERENTLY . -- Warren Buffet “ “

19. Expert’s opinion Tim Peter Managing Director Tim Peter & Associates @tcpeter timpeter.com/blog Ally Dombey Director Revenue by Design Ltd @revenuebydesign revenuebydesign.wordpress.com/

22. Solution is to integrate an advanced business intelligence platform Source: BrandGain, a RateGain Solution

23. Source: BrandGain, a RateGain Solution

24. Source: BrandGain, a RateGain Solution

25. Source: BrandGain, a RateGain Solution

26. Source: BrandGain, a RateGain Solution

27. Source: BrandGain, a RateGain Solution

28. Expert’s opinion Tim Peter Managing Director Tim Peter & Associates @tcpeter timpeter.com/blog Ally Dombey Director Revenue by Design Ltd @revenuebydesign revenuebydesign.wordpress.com/

31. Expert’s opinion Tim Peter Managing Director Tim Peter & Associates @tcpeter timpeter.com/blog Ally Dombey Director Revenue by Design Ltd @revenuebydesign revenuebydesign.wordpress.com/