Managing your online reputation

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1 Managing your online reputation Getting the Most out of the World s Largest Travel Site Presented by Pollyanna Vincent Senior Partnerships Manager, UK and Nordics

2 Consumer reviews are everywhere!

3 NEARLY million unique monthly visitors * million TripAdvisor members million reviews and opinions user contributions every minute Source: Google Analytics, average monthly unique users, Q ; does not include traffic to daodao.com

4 World s largest travel site, operating in 45 countries and 28 languages NORTH AMERICA 23% EUROPE 43% LATAM 9% MIDDLE EAST & AFRICA 4% ASIA PACIFIC 21% Source: comscore Media Metrix for TripAdvisor Sites, worldwide, Oct 2014

5 WHAT IS THE ROI OF SOCIAL MEDIA?

6 Overall Reputation Management Impacts your Bottom Line Guests are visiting TripAdvisor more frequently prior to booking Properties with stronger reputations across all channels perform better overall Higher review scores on OTA sites allow hotels to charge up to 11.2% more while maintaining occupancy rates. Source: The Impact of Social Media on Lodging Performance. Chris K. Anderson, The Center for Hospitality Research. Cornell University. December 2012.

7 Globally, half of TripAdvisor users reference TripAdvisor reviews before booking a hotel Source: PhoCusWright s Custom Survey Research Engagement, prepared for TripAdvisor. December 2013.

8 How often survey respondents use TripAdvisor A few times a month 29% At least once a week 12% More than once a week 26% Source: PhoCusWright s Custom Survey Research Engagement, prepared for TripAdvisor. December 2013.

9 More than 80% of TripAdvisor travelers feel that TripAdvisor reviews help them feel more confident in their travel decisions and have a better trip Source: PhoCusWright s Custom Survey Research Engagement, prepared for TripAdvisor. December 2013.

10 CONFIDENCE IN INFORMATION Percentage of consumers who say they have trust and confidence in information they see on these platforms and sites TripAdvisor 82% Amazon 79% Mumsnet 74% LinkedIn 69% Personal blog 67% Pinterest 61% Google+ 56% Twitter 55% Brand/business blog 54% Instagram 49% Facebook 46% Source: Chartered Institute of Marketing Travel Industry Group and YouGov

11 How can I engage with TripAdvisor and its users?

12 Monitor Engage Promote

13 TAKE CONTROL

14 Reviews Impact Online Bookings 93% 96% of global travelers say their booking decisions are impacted by online reviews of global hotels say reviews are important for bookings The TripBarometer by TripAdvisor is based upon an online survey conducted in Dec Jan A total of 35,042 people participated in the online survey from 26 countries spanning 7 regions. The sample is made up of 15,595 consumers and 19,447 businesses, making it the world s largest combined accommodation and traveler survey.

15 Google Alerts

16 TripAdvisor Management Center ONLY 1 OF 4 OF HOTELIERS ARE TAKING ADVANTAGE OF THIS IMPORTANT TOOL Source: TripAdvisor internal data

17 Register in TripAdvisor Management Center Step 1 Search for and find your property. Step 2 Fill in details and sign in.

18

19 EMBRACE FEEDBACK

20 Cornell Research: More reviews lead to higher ratings Online Customer Reviews of Hotels: As Participation Increases, Better Evaluation Is Obtained Early reviews for accommodations tend to skew negative However, as reviews increase, ratings become more positive Positive reviews are more common than negative reviews Examined over 1.28 million reviews More than 70% had a rating of 4 or 5 Only 15% had a rating of 1 or 2 Source: Online Customer Reviews of Hotels: As Participation Increases, Better Evaluation Is Obtained. Santiago Melián-González, Jacques Bulchand-Gidumal and Beatriz González López-Valcárcel. Cornell Hospitality Quarterly. March 2013.

21 TripAdvisor reviews are largely positive 48% 30% 12% 5% 5% Average Review Score: 4.12 Source: TripAdvisor. Percentage of all ratings, January 2014

22 Danish Properties on TripAdvisor Room for ratings improvement in Denmark Properties: 410,038 Restaurants: 618,914 Attractions: 204,652 Av. Bubble Rating of Properties: 4.05 Av. Bubble Rating of Restaurants: 3.87 Av. Bubble rating of Attractions: 4.29 Properties: 3,339 Restaurants: 5,429 Attractions: 5,523 Av. Bubble rating of Properties: 3.85 Av. Bubble rating of Restaurants: 3.82 Av. Bubble rating of Attractions: 4.17 TripAdvisor.com site data, 2015

23 Key factors that influence a sites popularity RECENT QUANTITY QUALITY REVIEWS

24 ENCOURAGE FEEDBACK 24

25 Markets driving the most traffic to Danish TripAdvisor pages over the past year 1. 5,369, ,664, ,259, , ,869 TripAdvisor.com site data, Based on unique user sessions.

26 Review Express Easier than ever to ask guests to write a review on TripAdvisor!

27 47,000+ properties have used Review Express to date 33% increase in reviews overall after using Review Express regularly

28 SPEAK UP

29 Management Responses influence traveler decisions 77% of respondents say seeing a hotel management response to reviews makes me believe that it cares more about its guests. 87% of respondents say an appropriate management response to a bad review improves my impression of the hotel. Source: PhoCusWright s Custom Survey Research Engagement, prepared for TripAdvisor. December 2013

30 Management Responses: Best Practices 1. Sign up for review notification s 2. Read our guidelines 3. Respond promptly 4. Say thank you 5. Be original in reply 6. Highlight positives 7. Address specific complaints 8. Be polite and professional

31 ENGAGE BY PAINTING A PICTURE

32 73% of TripAdvisor users use photos from other travelers to help them make a decision Source: PhoCusWright s Custom Survey Research Engagement, prepared for TripAdvisor. December 2013

33 SING YOUR PRAISES

34 How best to promote awards Add the emblem to websites Display awards within the property Issue a press release Contact local media Use Facebook and other social media outlets Celebrate with past guests

35

36

37 Online to offline.. 75% of TripAdvisor members surveyed say they are more likely to use a business with a TripAdvisor endorsement on display Source: "TripAdvisor Member Survey, October 2012

38 TripAdvisor Insights 3 8

39

40 Thank You!

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