Session 1 - ORM - MBA2B

Olivier Lasalle

Baptiste Camdeborde

MBA2B

ORM is the practice of attempting to shape public perception of a person or organization by influencing online information about that entity.

We choose two firms to compare they different strategy to help develop hotel’s online reputation.

Features of the Company :

History :

TrustYou was founded in 2008 by Benjamin Jost and Jakob Riegger, both of whom were tired of trying to find the perfect hotel while traveling on business trips

Products : 

TrustYou’s supplies hotels, accommodations, restaurants – for an array of reputation management purposes.

Culture :

Their team comes from many different backgrounds and cultures.

transforming data into intelligence, we can truly improve travelers’ experience

Online Image Reputation Management :

In a First step trust you analyze and act upon all user feedback across the web with TrustYou’s detailed insights, alerts and advanced analytics.

Maximize guest Engagement :

You will be able to have a high guest engagement by using social medias and News letter.

Benchmark Against the Competition => Receive Custom Reports => Monitor on Social Media.

Type of data and Goal of this data : Trustyou Integrates the most visited travel sites and OTA.

As a TrustYou partner, you get resources to help grow your business through our clients and solutions. When you join our partner program, you gain access to extensive technical, marketing, and sales training designed to accelerate your business and help our clients succeed through you.

Case studies and Customer Review ?

On their website you have at your disposal a lot of press articles and case studies of previous/actual customer at your disposal. You also have blogs to react and understand the different methods.

Knowledge or Learning ?

 Trustyou Gives knowledge of data informations such as guest satisfaction but if you would like to go further you ‘ll will need to know your « ROI » to know for example if you guest satisfaction is high enough to raise prices .

Features :

• Created in 2008, first product commercialized in September 2009. 
• 70 workers over 25 countries
• CEO: R.J. Friedlander
• 19 000 customers over 110 countries
• 18 millions reviews processed daily
• 161 reviews sites and OTAs monitored
• 45 languages included in the Global Review Index

How do they help the hotel to manage online reputation?

• Permits to their clients to obtain a better and deeper understanding of e-reputation and as well for their strengths & weaknesses at the operational level. 
• It gives detailed information to improve the guest satisfaction, the ranking on review sites/OTAs and revenue
• How? By superior data and advanced analytics.
• Accessible through easy-to-use tools a a flexible API.

How do they help the hotel to maximize online guest engagement?

• Global Review Index
• Sentiment analysis
• Competitive intelligence
• Social media monitoring
• Data portability
• Ticketing system

What type of data is offered – how does it help the hotelier:

• Date coverage, reliability & the GRI
• Actionable insight to deliver measurable results
• Invaluable education, training & support
• Open & flexible approach to data

Do they have case studies or customer reviews of their own?

• Case studies are available concerning online reputation

Do they offer knowledge or learning – what types?

• Whether when evaluating an individual hotel investment, a management portfolio, entering a new market or assessing an existing portfolio, ReviewPro provide guest intelligence to more accurately project CAPEX requirements and revenue.

Which one to choose?

We decide  to chose ReviewPro, it seems easier and more professional to use.