Reputation management - Social Media Monitoring
Customer reviews and online comments have never been more relevant. The rules of the game have changed in business and especially in sectors like hospitality and tourism.
Central to the decision making process of customers are experiences of other customers and reviews on the internet. Today, online reviews and other user-generated content (UGC) is having a significant impact on many businesses. It's true that in today's highly competitive environment where online reputation has a direct impact on sales, it is critical to have the right solution to take advantage of what many experts are calling the most important trend to impact the market in recent years.
We work with a variety of suppliers to provide businesses with the tools necessary to respond to customer experienced and pro-actively make informed and strategic decisions where approprite. This is done according to your exact business requirements as we do not exclusively promote one product or supplier.
As most current reputation management suppliers offer the service as a system that you subscsribe to, nike free run 5.0 opinioni we were asked to explore the option of creating bespoke reports for businesses particularly from the tourism, travel and hospitality sectors. It is widely known that hotels are a type of business with large number of reviews and comments on a variety of websites and social media, ranging from OTAs (online travel agents) such as Expedia and Booking.com to social media such as Facebook, Twitter, Youtube and others. Nevertheless, the same principle aplies to any other business sector from financial services and pharmaceuticals to universities, real estate and recruitment.
So at Naxtech we started toying with the idea of creating a solution for businesses (starting with hotels) so that they could listen and respond to what customers are saying about them online, they could improve customer experience and drive revenue growth. With that in mind we are in the process of creating a 'social media monitor' report which we can create according to the needs of your business. This is done with giving the client full responsibility for adhering to the terms and conditions of the various sites listing or mentioning their business.
Social Media Monitor offers an internet technology based, analytical report that allows hotels (or any other business) to efficiently aggregate, organise and manage their online reputation and presence in leading social media sites. We provide the analysis, business intelligence, optional competitive benchmarking and reporting needed to help you more effectively manage your business. Our solution is designed to serve the needs of individual hotel operators, multi-establishment chains and a variety of managers at different levels of the organisation..
You can use the report to:
- Know everything that is being said about your business
- Gain detailed competitor insight from review and social media sites worldwide
- Easily identify problems and provide rapid resolution.
- Involve your whole organization in improving customer satisfaction.
(Note: This is raw and unformatted data as this is just the result of a technical test)
Sites used: • GENERIC SITES: 1. Blogs 2. Facebook 3. Twitter 4. YouTube 5. Picasa 6. Flickr 7. Google Places • TRAVEL SITES 1. ActiveHotels 2. Booking.com 3. Ciao 4. Ebookers 5. Expedia 6. HolidayCheck 7. Holiday Watchdog 8. Hotels.com 9. Hotels.de 10. LateRooms 11. Orbitz 12. Tablet Hotels 13. Thomson 14. TravBuddy 15. TravelPost 16. TripAdvisor 17. TripTake 18. Trivago 19. Venere 20. VirtualTourist 21. Zoover 22. Skoosh
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The example report seen below starts with a quick summary of all that is being said on about 30 different websites for a specific period of time. The particular report uses comments and reviews posted in the last 12 months.
The initial part of the report contains a summary of the ratings found online, including most-used phrases (1-5 words in length), charts/diagrams showing the distribution and generation of comments through time, as well as a summary of findings stemming from the analysis of the comments and reviews found.
The report then continues with a detailed listing of all comments and reviews found on both generic and travel related sites, and in some cases highlighting (in green and red) and elements of the business or hotel identified as positive of negative.
With the above in mind, business managers are able to easily and conveniently see an overview of what is being said about their business online, while at the same time they have the ability to drill down to particular comments and reviews to explore further and in more detail.
To find our more please contact us.
