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The	
  Good	
  ORM	
  Monitoring	
  company	
  
Franck	
  Djeuda	
  	
  -­‐	
  	
  MBA	
  2	
  
ORM	
  
...	
  is	
  the	
  way	
  how	
  an	
  individual	
  
or	
  an	
  organizaDon	
  assess,	
  build,	
  
track	
   and	
   monitor	
   their	
   online	
  
reputaDon.	
  
It's	
   the	
   pracDce	
   of	
   making	
   an	
  
individual	
   or	
   on	
   organizaDon	
  
looking	
   how	
   they	
   want	
   to	
   look	
  
in	
   the	
   internet.	
   (Best	
   or	
   not,	
  
they	
  are	
  in	
  charge)	
  
 	
  	
  OLERY	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  VS	
  	
  	
  	
  	
  	
  	
  	
  	
  TRUSTYOU	
  
WHAT	
  DO	
  THEY	
  OFFER	
  TO	
  HOTELS	
  ?	
  
OLERY	
   TRUSYOU	
  
Mission	
   Help	
  hotels	
  monitor	
  and	
  
manage	
  their	
  reputaDon	
  
	
  
Influence	
  traveller’s	
  
decisions	
  	
  
What	
  they	
  do	
  ?	
   ReputaDon	
  management	
  	
  
•  Reviews	
  in	
  one	
  place	
  
•  Monitor	
  compeDDon	
  
•  Generate	
  reports	
  
Feedback	
  management	
  
Monitoring	
  
Survey	
  
And	
  MarkeDng	
  
How	
  ?	
   Olery	
  reputaion	
  
Olery	
  feedback	
  
Olery	
  Review	
  Data	
  
ReputaDon	
  markeDng	
  
ReputaDon	
  survey	
  
ReputaDon	
  monitoring	
  
Meta	
  reviews	
  API	
  
WHY	
  IS	
  IT	
  IMPORTANT	
  TO	
  ROI	
  ?	
  
It’s	
   important	
   to	
   ROI	
   because	
  
travel	
   reviews	
   maYers.	
   They	
  
influence	
   travellers	
   and	
   have	
  
posiDve	
   impact	
   on	
   travel	
  
booking	
   decisions.	
   If	
   a	
  
company	
   has	
   a	
   good	
   hand	
   on	
  
his	
  ORM,	
  it	
  could	
  be	
  able	
  to	
  also	
  
improve	
   guest	
   sa4sfac4on	
  
and	
  possibly	
  their	
  stay.	
  	
  
MY	
  FINAL	
  CHOICE	
  
I	
  will	
  finaly	
  choose	
  TrustYou	
  for	
  differents	
  reasons:	
  	
  
	
  
-­‐  First	
  I	
  found	
  that	
  trust	
  you	
  Webpage	
  is	
  more	
  intuiDve	
  and	
  simple	
  to	
  
navigate.	
  
-­‐  TrustYou	
   not	
   only	
   covered	
   reviews	
   score	
   but	
   also	
   influence	
  
travelers	
  decisions	
  by	
  posiDve	
  review	
  correlates	
  with	
  a	
  willingness	
  
to	
  spend	
  more	
  in	
  my	
  hotel	
  
-­‐  Datas	
  –	
  the	
  datas	
  provide	
  is	
  accurate	
  and	
  hotels	
  can	
  also	
  make	
  their	
  
own	
  analyse	
  
-­‐  TrustYou	
  also	
  make	
  differents	
  analyses	
  between	
  all	
  the	
  service	
  of	
  
my	
  hotel	
  –	
  so	
  hotel	
  can	
  use	
  this	
  to	
  precisly	
  improve	
  their	
  service	
  
ORM	
  RELATED	
  TO	
  SOCIAL	
  MEDIA	
  
•  With	
  the	
  emergence	
  of	
  social	
  medias,	
  guests	
  can	
  greatly	
  influence	
  a	
  
company	
   ORM	
   posiDvely	
   or	
   not	
   just	
   by	
   sharing	
   feelings	
   and	
  
contents	
  about	
  a	
  brand.	
  
•  Some	
   hotels	
   today	
   doesn’t	
   use	
   or	
   make	
   choice	
   to	
   not	
   answer	
   to	
  
guests	
   reviews	
   but	
   the	
   fact	
   that	
   these	
   reviews	
   affect	
   the	
   hotel's	
  
ORM	
  and	
  in	
  the	
  same	
  Dme	
  the	
  baying	
  behavior	
  of	
  the	
  future	
  guests	
  
is	
  undeniable	
  
HOW	
  CAN	
  I	
  MAXIMISE	
  THE	
  UTILITY	
  OF	
  
ORM	
  IN	
  MY	
  HOTEL	
  WEBSITE	
  ?	
  
•  ORM	
  would	
  be	
  use	
  to	
  establish	
  and	
  build	
  a	
  relaDon	
  ship	
  with	
  
guests.	
  By	
  providing	
  a	
  personalized	
  relaDonship,	
  creaDng	
  a	
  true	
  
digital	
  experience	
  upon	
  contact	
  with	
  my	
  hotel.	
  
•  This	
  will	
  be	
  implemented	
  through	
  content	
  managed	
  as	
  a	
  brand,	
  but	
  
to	
  go	
  beyond	
  by	
  being	
  proacDve	
  in	
  my	
  relaDonship.	
  Do	
  not	
  wait	
  for	
  
a	
  bad	
  comment	
  before	
  acDng	
  but	
  taking	
  the	
  front.	
  
•  Maximise	
  UGC	
  
–  Hiring	
  a	
  real	
  Digital	
  manager	
  or	
  someone	
  with	
  great	
  digital	
  skills	
  
–  Define	
  a	
  real	
  long	
  term	
  digital	
  strategy	
  	
  
–  Be	
  sure	
  to	
  keep	
  my	
  eyes	
  open	
  on	
  news	
  tools	
  	
  
–  Make	
  decisions	
  thoughaul	
  on	
  the	
  choice	
  of	
  plaaorms	
  and	
  tools	
  that	
  I	
  will	
  put	
  
in	
  place.	
  
So,	
  by	
  now	
  you	
  know	
  what	
  
Online	
  reputaDon	
  manage	
  is	
  …	
  
	
  
	
  
THANKS	
  FOR	
  THE	
  READING	
  

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Online reputation management

  • 1. The  Good  ORM  Monitoring  company   Franck  Djeuda    -­‐    MBA  2  
  • 2. ORM   ...  is  the  way  how  an  individual   or  an  organizaDon  assess,  build,   track   and   monitor   their   online   reputaDon.   It's   the   pracDce   of   making   an   individual   or   on   organizaDon   looking   how   they   want   to   look   in   the   internet.   (Best   or   not,   they  are  in  charge)  
  • 3.      OLERY                    VS                  TRUSTYOU  
  • 4. WHAT  DO  THEY  OFFER  TO  HOTELS  ?   OLERY   TRUSYOU   Mission   Help  hotels  monitor  and   manage  their  reputaDon     Influence  traveller’s   decisions     What  they  do  ?   ReputaDon  management     •  Reviews  in  one  place   •  Monitor  compeDDon   •  Generate  reports   Feedback  management   Monitoring   Survey   And  MarkeDng   How  ?   Olery  reputaion   Olery  feedback   Olery  Review  Data   ReputaDon  markeDng   ReputaDon  survey   ReputaDon  monitoring   Meta  reviews  API  
  • 5. WHY  IS  IT  IMPORTANT  TO  ROI  ?   It’s   important   to   ROI   because   travel   reviews   maYers.   They   influence   travellers   and   have   posiDve   impact   on   travel   booking   decisions.   If   a   company   has   a   good   hand   on   his  ORM,  it  could  be  able  to  also   improve   guest   sa4sfac4on   and  possibly  their  stay.    
  • 6. MY  FINAL  CHOICE   I  will  finaly  choose  TrustYou  for  differents  reasons:       -­‐  First  I  found  that  trust  you  Webpage  is  more  intuiDve  and  simple  to   navigate.   -­‐  TrustYou   not   only   covered   reviews   score   but   also   influence   travelers  decisions  by  posiDve  review  correlates  with  a  willingness   to  spend  more  in  my  hotel   -­‐  Datas  –  the  datas  provide  is  accurate  and  hotels  can  also  make  their   own  analyse   -­‐  TrustYou  also  make  differents  analyses  between  all  the  service  of   my  hotel  –  so  hotel  can  use  this  to  precisly  improve  their  service  
  • 7. ORM  RELATED  TO  SOCIAL  MEDIA   •  With  the  emergence  of  social  medias,  guests  can  greatly  influence  a   company   ORM   posiDvely   or   not   just   by   sharing   feelings   and   contents  about  a  brand.   •  Some   hotels   today   doesn’t   use   or   make   choice   to   not   answer   to   guests   reviews   but   the   fact   that   these   reviews   affect   the   hotel's   ORM  and  in  the  same  Dme  the  baying  behavior  of  the  future  guests   is  undeniable  
  • 8. HOW  CAN  I  MAXIMISE  THE  UTILITY  OF   ORM  IN  MY  HOTEL  WEBSITE  ?   •  ORM  would  be  use  to  establish  and  build  a  relaDon  ship  with   guests.  By  providing  a  personalized  relaDonship,  creaDng  a  true   digital  experience  upon  contact  with  my  hotel.   •  This  will  be  implemented  through  content  managed  as  a  brand,  but   to  go  beyond  by  being  proacDve  in  my  relaDonship.  Do  not  wait  for   a  bad  comment  before  acDng  but  taking  the  front.   •  Maximise  UGC   –  Hiring  a  real  Digital  manager  or  someone  with  great  digital  skills   –  Define  a  real  long  term  digital  strategy     –  Be  sure  to  keep  my  eyes  open  on  news  tools     –  Make  decisions  thoughaul  on  the  choice  of  plaaorms  and  tools  that  I  will  put   in  place.  
  • 9. So,  by  now  you  know  what   Online  reputaDon  manage  is  …       THANKS  FOR  THE  READING