Tuli Hotels consultancy about the reputation management policy.

1. REPUTATION MANAGEMENT
POLICY– An Overview of RM
 First of all, what is Reputation management, and
why is it of importance to your business?
 Protecting a brand image is the most important
thing a company can do.
 This is because today, 9/10 customers searches
your company before doing business with you.

2. How can your Reputation be
damaged?
Your business website can suffer because due to a
number of reasons:
 It might be either because of counterfeit websites
produced from your business competitors,
 Or due to people defaming your products or
services or company,
 Or possibly because of content pilfering out of your
site.

3. SOSTAC
 What is SOSTAC?
 A very popular classic marketing planning framework
for creating marketing plans.

4. 3M's - the three key resources, Men,
Money and Minutes.
 Men meaning men and women, expertise and
abilities to do different jobs.
 Money means budgets - have we the money?
 Minutes mean time - what are the time scales,
schedules or deadlines? Is there enough time?

5. SOSTAC MODEL
Situation analysis, asks what the current state of
the business is.
Objectives, helps list an overview of goals for the
business.
Strategy helps provide a big picture´ plan to
achieve the goals
Tactics breaks down the big picture´ strategy into
smaller details
Action helps assign responsibility and deadlines
for certain tasks
Control offers an easy way to track the progress of
the plan

6. TULI HOTELS & RESORTS
SITUATION
 The central India’s finest chain of hotels and resorts
completes 15 years of its reliable services to customers.
 Ethnically designed in keeping with the native
culture and Indian tradition
 The testimonial section is empty and this can an alarm to
potential client to think twice before going to Tuli
 Social media is not fully exploited as expected.

7. Comments from Trip Advisor
 “Sliding from No 1 to no 12”
 Reviewed June 10, 2012
3People found this review helpful
 I recently stayed at Tuli after 7 years and saw that it
had slipped from No 1 to no 12. The service has
fallen to dismal levels and the food is just average.
The rooms have deteriorated. Only advantage is its
central location

8. Comments for Tuli Hotels &
Resorts–Trip Advisor
 “Only if you find nothing else....”
Reviewed May 12, 2012
1person found this review helpful
The rooms are reasonable for a short stay, but rather
basic. The food at the multi-cuisine restaurant is just
about acceptable, and the service can do with
serious improvement.

9. OBJECTIVES
 Maintenance
 To keep Tuli hotels good image superior in the
public eye.
 Already established a good reputation in Indian
market
 To never let negative mentions or reviews about
their company as it can hurt their business bottom
line.

10. Objectives continued…
 To never let negative mentions or reviews about
Tuli hotels as it can hurt their business bottom line.
 To ensure that potential customers searching for
Tuli hotels wont see any negative comment and
this can lead to choose/ to prefer products or
services from competitors.

11. STRATEGY
 Tuli hotels priority would be to enhance the ranking
of their website in a variety of Internet search
SEO–"search engine optimization”
 Their successful use of the SEO, will create the
better page ratings of company website.
 Mixing reputation tools will allow Tuli hotels to
maintain its image

12. Tactics
 Tuli hotels can also react to negative
comments and feedback published in your
website, and and remove them in the site by
the use of SEO.
 Tuli hotels should engage more in social media
site such as: tweeter, Facebook,
 Use LinkedIn in advertising of these job
vacancies this will promote the Tuli Chain as a
Reputable Employer

13. Tactics for Tuli Hotels…
 Internally, Tuli hotels can gain reputation through
various ways:
 Better remuneration for staff than the competitors
in the area
 Participation in the Community projects/CSR
Initiatives e.g.
 Eco-tourism practices than their competitors are
doing.
 Training programs for the staff e.g. culinary
trainings that can benefit the community this boosts
the image by WoM by the internal customers ,

14. Tactics for Tuli Hotels–RMP
 For Tuli Hotels to gain good reputation, they
should:
 Build post–sale relationship with their clients, and
by this route, they can track which client wasn’t
happy for the services and why?
Since dissatisfied clients can damage your
reputation they should be handled by any means
.e. g. social media
Trip advisor,...
 They can also develop refund polices to
compensate to the dissatisfied clients.

15. Control
 There are 7 Tools to manage reputation of
your business

16. Reputation Management tools
1. BrandEye–Setting your account to receive
notifications via email, RSS, or SMS for any
mentions your brand/business.
 BrandEye can be used to monitor what your
competitors are doing online.

17. 2.Trackur tool
 Trackur monitors just about anything people may
find you for in Google or the other major search
engines.
 This includes social media blogs, social networks,
Twitter, Facebook, forums, images and video.
 An important function is Trackur shows you how
influential the people talking about you are.

18. 3. Tweet Beep
 This tool only covers Twitter but will allow you to
monitor mentions of you, your products/services,
and anything, via hourly updates.
 This is a great tool for those that just want to
monitor Twitter and do so cost effectively.

19. 4. Google Alerts
 Google Alerts let’s you monitor the latest results
from the web and news about any keywords you
want.
 You can receive updates via email as they occur.
 Google Alerts is also a great way for keeping up
on what the competition is doing.

20. 5. Rankur
 Rankur provides social media monitoring and
demographic analysis.
 Tools to help you monitor your competitors and
monitor your own online reviews.
 Set up alerts to let you know when a negative
mention of your brand occurs.
 Can be set up and used in several languages to
monitor your online reputation.

21. Summary of the tools to use in RM
 All these tools have a range of usefulness
and monitoring they will preform.
 For a starter level that provides most of the
bells and whistles you need we like Trackur.
 User-friendly Trackur covers all the
essentials including news, blogs, Google+,
Twitter, Facebook and forums.

22. THANK YOU FOR LISTENING!