Reputation Management and Social Media

Transcription

1 Reputation Management and Social Media Monthly Report repared for Your reputation management partners

2 Table of Contents Reviews Social Our rocess Your reputation management partners Ratings Your online reputation They Like it... We know it! Optimize Online profiles + presence Engage ImageReps Meaningful responses + conversation Impact you, your business and your bottom line Gather Customer insight + intelligence Deliver Analyzed results + solutions Reputation Management Business Listing Overview 4 Activity 5 Location age 6 Reviews Overview 7 TripAdvisor Snapshot 8 Response Summary 9 Mentions Overview 10 Sentiment 11 Competitive Data Overview 12 TripAdvisor 13 Social Media Overview 14 Feedback 15 osts 16 Summary 17 Recommendations 18 ImageReps age 2

3 They Like It... We Know It Reputation Management Business Listing Overview 4 Activity 5 Location age 6 Reviews Overview 7 TripAdvisor Snapshot 8 Response Summary 9 Mentions Overview 10 Sentiment 11 Competitive Data Overview 12 TripAdvisor 13 ImageReps age 3

4 Business Listing Overview rimary Lisings Search Engines Bing Local Google lus Local Yahoo! Local Review Sites Citysearch Expedia.com Kudzu TripAdvisor Yelp Top Directories 411.com BestLocalSearch Better Business Bureau DexKnows Local.com LocalEdge LocalSolution.com MakeItLocal.com Mapquest MerchantCircle Superpages Yellow Book Yellow Bot Yellowages Ziplocal Listing Distribution Business Name Street Address 41 ABC Street City New York State / rov / Region NY Country US Zip / ostal Code hone Number O Website resence Score Accuracy Score Listing Score Total Listing Score is calculated the following way: resence = (# of sources SMB is listed on / # of sources turned on) Accuracy = ( # of sources without errors / # of sources turned on) Listing Score = 60% of Accuracy and 40% of resence ImageReps age 4

5 Business Listing Activity New Tasks 1. Update correct web address with MakeItLocal.com On Going Tasks 1. Aquire non-toll free number for infogroup 2. Update infogroup with non-toll free number Completed Tasks 1. Update web address with Mapquest 2. Update phone number with MerchantCircle 3. Add Yellow Bot into Directory ImageReps age 5

6 Location age Overview age Views Visits Visitors ImageReps age 6

7 ars Review Star DistributionSite Review Distribution 227 Tripadvisor Yelp 30 Reviews Overview 210 Expedia Other REVIEW STAR DISTRIBUTION Expedia 48% REVIEW DISTRIBUTION Other 3% Expedia 48% Total Reviews 834 Yelp 76 REVIEW DISTRIBUTION 55 Other 3% New Reviews 15 Tripadvisor Yelp 3% Rating MTD 3.8 Rating 16-May 17-May 18-May 19-May 20-May 21-May 22-May 23-May 24-May 25-May 26-May 27-May 28-May 29-May 30-May 31-May Total Tripadvisor 46% ImageReps age 7

8 Reviews TripAdvisor Snapshot Total Reviews Value Location 12 Overall 2.4 Date Title Overall Value Locations Sleep Rooms 6/15/2015 Long Wait /13/2015 Stay Away Rating /12/2015 Great Hotel /10/2015 Worst Hotel Experience 1 6/10/2015 Room Stay /9/2015 Not for family /7/2015 Dirty 2 Sleep Rooms 6/5/2015 Just Stay Away /4/2015 Romantic Getaway /3/2015 Needs to update their toilets /2/2015 Worst Stay Ever /2/2015 oor Lighting covered up for dirt Cleanliness 3.3 Service % 33% Demographic Family Business % Couple Solo ImageReps age 8

9 Response Summary New Reviews 15 os 9 Neg 5 Responses 15 % Responded 100 Top Opportunities Wireless Internet Connection Bathroom Cleanliness Speed of Service-Front Desk Sample Responses Top Successes Breakfest Fitness Center Staff Friendliness Dear James, Thank you for taking the time to share your feedback about our hotel. It was terrific to see you rate us 5 out of 5 overall. We are glad that you enjoyed our breakfast during your stay and hope that you had a chance to try our homemade waffles. We look forward to welcoming you back to ABC Hotel on your next visit to New York. Hi Jessica! I can t thank you enough for sharing your feedback about your recent experience with us. First and foremost, I wanted to apologize for the challenge you faced connecting to our wireless internet service. I have personally taken a look at the activity log for that evening and we were experiencing slower than usual connection times. I am working with your technology company to ensure that we do not have issues like this in the future, and also working with the front desk staff to help them understand how they can help troubleshoot. It was great to hear that our fitness facilities made up for your challenges, at least a little bit. I hope that the next time you are in the area, you give us a chance to make this up to you. Jill, it was such a pleasure to have you stay in our hotel! The fact that you took the time to share your feedback with us means a lot. I know that you stayed with us for the annual XYZ festival and hope that you have already made your reservation for next year at ABC Hotel. The whole staff can t wait to welcome you back. ImageReps age 9

10 Mentions Overview Total Mentions 732 New Mentions Mentions Sentiment Distribution os Neutral Negative Wk 1 Wk 2 Wk 3 Wk 4 Sentiment MTD 4.0 Avg Sentiment Hotel Neg. Mentions 1 os. Mentions % +3 46% ImageReps age 10

11 Competitive Overview Wk 1 Wk 2 Wk 3 Wk 4 Hotel 28% 26% 17% 29% Search Engine Share of Voice Restaurant Hospitality 46% 23% 12% 32% 27% 12% 28% 26% 17% 19% 29% 29% Blue Company Red Company Green Company Restaurant Social Audience Combined 32% 27% Red Company Blue Company Blue Company Green Company 12% % +34 Red Company Green Compan ImageReps age 11

12 Competitive TripAdvisor 7 TripAdvisor Rank For June 6 Rank Red Company Green Company Blue Company Date Total Reviews Average Overall Rating +1 Average ImageReps age 12

13 They Like It... We Know It Social Media Overview 14 Feedback 15 osts 16 ImageReps age 13

14 Social Media Overview age Likes 1465 Industry Avg. 517 New Likes 12 Followers 506 Industry Avg. 865 New Followers 4 Check-Ins 1214 Industry Avg New Check-Ins 9 ImageReps age 14

15 Social Media Feedback ost Comments 87 Direct Message 9 % ositive 40 % Neg 18 ost Comments 52 Direct Message 8 % ositive 37 % Neg 13 ost Comments 29 Direct Message 5 % ositive 50 % Neg 3 ImageReps age 15

16 Social Media osts Total osts 15 Likes 126 Shares 75 Total osts 15 Favorites 26 Retweets 12 Total osts 6 Likes 15 ImageReps age 16

17 Summary Listings Listing accuracy remained consistent this month with one small exception, which was corrected. Location page visitors are increasing, but still low. Consumers that do visit the page are exploring multiple areas. Reviews TripAdvisor and Expedia reviews continue to be the largest share of total consumer conversation about the property. This month, review score was higher than previous. The majority of that increase is deriving from 3 and 4 star reviews, therefore, YTD overall score is flat. TripAdvisor total volume is down slightly this month. The consumer demographic writing reviews is largely business travelers. Value continues to be the lowest TripAdvisor attribute, followed by Sleep quality. 100% of reviews received responses within the allocated 48 hour time frame. Mentions Volume of mentions increased this month, as did the number of positive mentions. Negative mentions decreased. The second week of the month provided the most positive feedback. The last week of the month was the most concerning. Overall sentiment on both reviews and mentions show that breakfast is a strong positive attribute, as is staff friendliness and the fitness center. Wireless internet and speed of service are both the lowest sentiment among customers. Competitive Green Company is generating more conversation about their property in all three categories of general mentions. is leading in social mentions. maintained the number 5 position in TripAdvisor rank within their competition for most of the month. The property fell to number 6 for a short time. The higher ranked properties saw large spikes in placement during this month. Social Facebook continues to outpace the competition relative to total page likes, while Twitter followers are still slightly below industry average. Each of the three main channels saw slight increases in engagement this month. Social Feedback continues to be mainly neutral. Most consumers are asking inquiry questions relative to their stay and hotel amenities. There were 36 unique posts created for the property this month. 30 were general engagement posts and 6 promoted the property and offers. The post which created the most conversation was a trivia question relative to the hospitality industry and the second highest was the post promoting the 25% off flash sale. That link had the most clicks of all posts. ImageReps age 17

18 Recommendations Listings Service Levels = Reputation Management 9 = Social Medialus = IRService+ Add an offer to the location page, including a specific call to action to capitalize on consumer engagement. Reviews Create a review campaign offering consumers that ability to push reviews to Google + and balance content heavily weighted on TripAdvisor and Expedia. Social 99 Link social profiles to location page. Create a specific engagement campaign to drive more conversation and volume. Items to consider could be a happy hour conversation or lunch talk. Other considerations could be incenting the trivia posts. Operations Download speed test app and measure internet speed at various locations and various times to understand consumer wireless feedback. Consult wireless internet company to determine what consumers may be doing incorrectly when trying to connect. Develop front desk training script relative to wireless internet to help consumers understand how to connect and what to do if issues arise. Research cost to upgrade wireless service if needed. Create a recognition program for associates called out in reviews or mentions. Implement operations checklists for key areas of service to improve speed of service. ImageReps age 18

19 (844) 44 MYRE Facebook.com/ImageReps Twitter.com/ImageReps linkedin.com/company/imagereps They Like It www. ImageReps.com We Know It Your reputation management partners