Periscope

Session 6

Session 4

Session 3

Geo Fencing

PREZI Session 1

HOMEWORK SESSION 1

"In its early days—the mid-1990s—online reputation management(ORM) focused on repairing malicious content: anonymous, negative online commentary posted on Internet forums and in the comments sections accompanying blogs and media platforms."

Source: http://reputation-communications.com/you-online/what-is-online-reputation-management-an-updated-definition/

DEFINITION ORM is the process of controlling what shows up when someone look for your brand, name, product on internet especially on Google. ORM covers how to promote positive content to the top of the searching and push unwanted content (negative, irrelevant or competition).

Source: https://brandyourself.com/online-reputation-management

WEBINAR

TOPIC: 

Guest Satisfaction: 8 best practices for Hotels & Restaurants

EXPERTER PRESENTER:

Daniel E. Craig

FormerhotelGM




Special Guests: 

RJ Friedlander

Founder & CEO @ReviewPro 

Anna Kavelmann Digital Strategy, Corporate Social Media & ! Online Reputation Management 

KEY POINTS:


- Best Practice definition: A guideline or solution to a problem generally accepted as the most effective course of action.

- Google 5 Stage of travel (new info gained):

- 1st Practice: Optimize Your Online Presence

3 types:Paid content, owned content and earned content

(New info gained) Earned content MUST POWERFUL because it comes from the CONSUMERS not marketers, also Google ranked the search of the website

- 2nd Practice: Manage guest expectations










(New info gained) Reality marketing is the next generation of marketing, example: Casa Blanca hotel shows the "truth" of its rooms.

- 3rdPractice: Be true to brand 

3 factors that affects rankings:

People wants to see recently reviews.

- 4th Practice: Track guest feedback

Ask in person (solicited)

Guest letters & emails (unsolicited)

Comment cards (solicited)

Electronic surveys (solicited)

Reviews & social media (unsolicited) 

- 5th Practice: Analyze guest feedback

2 sources: Online reputation and guest surveys 

It's important the use of qualitative and quantitive measures and internal and external sources  

- 6th Practice: Use feedback to guide decisions

Reviews and Feedback not only for the guest also for the STAFF (New info gained) 


- 7th Practice: Respond

How to respond a review (New info gained) 

- 8th Practice: Provide Social Service

(New info gained) How to manage social media using The Google's 5 stages of travel: 

What were the benefits for attending the webinar?

- Dynamic

- Real time 

- Sense of approach

- Practical (you can attend it from anywhere)

- Q&A sessions (you can send even a tweet or Facebook post)

- Available material (you can download the material from the webinar)

If you were to organize a webinar, what would you do differently?

- More advertising about my webinar: It's was difficult to find webinars

- Survey in real time: planning a survey in real time as an activity to involve the audience and be part of the content.

Webinar Source Link