Dans les médias

The customer is NOT always right: Business strikes back with user reviews

par octobre 31, 2014 8:49 Dans les médias

In business, it might pay to keep the customer happy, but how far should you go just to keep the peace? Thanks to new technology, a bad review now cuts both ways and the peer review is increasingly a feature of everything from holidays and restaurants to cab rides and flat shares. For Bereket Hagos, who drives an Uber car in central London, the two-way street of peer reviews has democratized a process that was normally arbitrated by employers. "You just deal directly with the customer and that means there's real respect," he told CNN. Uber runs a five-star rating… Lire plus »

ORM Meets CRM: Hotels Use Reviews to Personalize the Guest Experience

par octobre 20, 2014 7:56 Dans les médias

They seem so long ago, those days when hotels were wary of online travel reviews, largely feeling they would be open to unjust public criticism. Then, the industry shifted and began using this feedback to make the guest experience better by improving service and facilities based on guest comments. Shortly thereafter, hotels began publishing reviews on their own sites: trust in transparency. Now with the advent of ORM (online reputation management) integration with CRM (customer relationship management), the potential for hotels to truly embrace online travel reviews has come full circle, as online relationship management becomes synonymous with the highest… Lire plus »

Study Shows Travelers Willing to Pay More for Hotels With Better
Travel Reviews

par septembre 22, 2014 7:06 Dans les médias

Dallas, TX and Munich, Germany – September 22, 2014 – TrustYou, the inventor of the Meta-ReviewTM and global online reputation management leader, working in conjunction with Donna Quadri-Felitti, Academic Chair and Clinical Associate Professor at NYU, Preston Robert Tisch Center for Hospitality and Tourism, has developed a study to understand the link between reviews and hotel conversion rates and pricing. The study, which is available here for free download, is the first of its kind using simulated booking engines and heat mapping technology to determine consumers’ hotel choices.   Here’s what hotels should know about the link between travel reviews… Lire plus »

Munich’s Oktoberfest Confronts The Travel Tech Sector

par septembre 4, 2014 7:41 Dans les médias

TrustYou’s Inaugural Leadership Summit pits local brew with global brass New York City, USA and Munich, Germany – September 4, 2014 – TrustYou will host its inaugural travel technology leadership summit on October 2, 2014 at its European Headquarters in Munich. While the beer must conform to the Reinheitsgebot and be brewed within city limits, industry heads from around the world will convene without constraint to debate the next wave of strategic imperatives.   Following provocative roundtable discussions, participants will switch gears from soaking in their peers’ wisdom to soaking in local suds. The venue will also change to the… Lire plus »

What Women And Men Want From Hotels

par août 28, 2014 11:31 Dans les médias

It’s friendly service, stiff drinks and a sweet pool for the women when they visit a hotel, while their male counterparts go for the Internet and look at the pricing of room and services. Therein lie the differences on what the male and female travellers care about most during their hotel visits, as revealed by the online reputation management tool, TrustYou. From analysis of 50 million hotel reviews to understand these differences, TrustYou found that while overall scores are similar for reviews written by each gender (i.e. women are not more critical than men, or vice versa) there are differences… Lire plus »

Thomas Cook Signs Deal To Keep An Eye On Hotels Via Social Monitoring

par août 20, 2014 8:04 Dans les médias

Thomas Cook has agreed a multi-year deal with TrustYou to keep a check on the online reputation of its 45,000+ hotel partners. This agreement will enable Thomas Cook to monitor the performance hotels it has contracted, as well as search and analyse reviews from consumers about its properties. Thomas Cook says this will ensure its hotel partners are aware of the public feedback from their guests and to take corrective action (if needed) to meet the standards of the tour operator. Chief operating officer at Thomas Cook Group, Peter Fankhauser, says: “Quality assurance is a key factor in our strategy… Lire plus »

What Women Really Want

par août 18, 2014 10:09 Dans les médias

Close your eyes for a moment and think of the last time you visited a hotel. What was the first thing you noticed about the service? When posed this question, women will remember the staff's friendliness (or lack thereof), while men think of the staff's professionalism (or lack thereof). We recently analysed 50 million hotel reviews to understand the differences between what women and men care about most during their hotel visits. While overall scores are similar for reviews written by each gender (women are not more critical than men, or vice versa), there are differences in the way that… Lire plus »

Most Comfortable Hotel Beds

par août 14, 2014 10:21 Dans les médias

Find out which U.S. hotels truly provide a good night’s sleep, based on an exclusive analysis of travelers’ online reviews. General manager Jennifer Rota knew the Distrikt Hotel’s 2010 opening near Times Square posed a challenge: “We’re in a one-block radius with every chain you can imagine, so how are we going to stand out?” It’s the kind of dilemma that keeps you up at night. Ultimately, Rota zeroed in on the sleep experience, investing in airport-grade windows, upping the thread count to 500, and offering soft and firm pillows as well as turndown service in all 155 rooms. Guests… Lire plus »

Things Hotel Guests Say

par août 13, 2014 7:11 Dans les médias

Singapore, 13 August, 2014 - From too many women, not enough women, resident ghosts and a poolside bird convention, hotel guest reviews can go beyond praising great service and the hotel buffet to reinforce how personal a hotel stay is for all of us. Wego, the leading travel search site in the Asia Pacific and Middle East, and big data travel review partner TrustYou, gathered some of the more unusual feedback from hotel guests around the world. “Hotel guests are usually quite candid about what impressed them and what didn’t,” commented Joachim Holte, Chief Marketing Officer at Wego. “Every traveller… Lire plus »

Using Verified Travel Reviews To Understand Business Travelers

par juillet 23, 2014 2:39 Dans les médias

Let’s say in one room you have a business traveler who flew all night, managed a full day of meetings, returned to the hotel to catch up on emails and eat. He or she then needs to squeeze in a very solid eight hours of shut eye to get up and do it all again. In the next room, you have a vacationer who wants to sleep in, take a long bath, eat a leisurely in-room breakfast, post yesterday’s photos on Facebook, and then head out for a day of exploring. It’s clear that while they have similar needs, their… Lire plus »