Expansion. Dan Olsen Director, Customer Experience & Brand Standards. Customer Experience & Brand Standards

Transcription

1 Expansion Dan Olsen Director, Customer Experience & Brand Standards

2 Legal Disclaimer We offer the suggestions in this presentation and in any provided materials for your consideration. You have full and complete control over, and responsibility for, your contracts, daily operations, labor relations, employment practices as well as the safety and security of your property. We do not represent or warrant that you will achieve any specific results if you implement these suggestions. 2012, Wyndham Hotel Group, LLC. All rights reserved. Except as otherwise noted on any specific forms or pages, these materials may not be reproduced in any manner without the prior written consent of Wyndham Hotel Group, LLC.

3 Key Objectives What is the WynReview Expansion? Why are we soliciting reviews from our customers? How does it work? How do I view and manage WynReviews?

4 In the past, WynReview included all unsolicited reviews written by your customers on TripAdvisor and key OTA s. WynReview has now expanded to include solicited reviews, WynReviews collected through our partnership with TripAdvisor. We are now inviting our customers to write a review about their stay, which will be posted on TripAdvisor, and managed through our WynReview tool.

5 Consumer Checks Out Consumer Data Sent From Hotel To Wyndham Hotel Group Wyndham Hotel Group Sends Consumer Data To Service Provider Consumer Receives Brand Customized TripAdvisor Survey Completed Reviews Displayed On TripAdvisor, Brand.com, etc. Survey Data Displayed In WynReview Tool

6 Which hotel should I book? This one has a great rating and a lot of positive reviews, I think I ll choose this one. I don t want to deal with any hassles.

7 Source: e-tailing group Source: Market Metrix Source: Jennifer Davies, Expedia Source: World Travel Market

8 Customer is Invited Customer Completes the Review The reviews are posted online & appear in the WynReview Revinate tool Posted to TripAdvisor Non-public responses brand.com

9 The New Process Manager receives feedback, and posts a response Customer is invited to complete a review Feedback is collected and displayed for you and your future customers Shoppers View reviews and responses when shopping

10 Tool The WynReview tool now let s you see both unsolicited and solicited feedback in one place. This allows you to effectively manage your on-line reputation and customer experience Your Hotel Plus your Comp Set Read Respond Review React

11 Accessing Log on to MyPortal And choose WynReview Under Customer Experience Tools

12 Reading a Select WynReview Click More to view the entire review

13 Responding to a Click Actions/Reply at TripAdvisor Log into the Management Center and write your response

14 Scores On the Dashboard, select Revinate Scorecard Scroll down to view the WynReview scores Questions that are Yes/No show % Yes responses Questions on a 1 5 scale show the average score

15 Engage with The 4 R s READ what your customers are saying RESPOND Post management responses to reviews that will impact your shoppers REVIEW your scorecard and benchmarking with competition REACT Improve on opportunity areas to continue to drive customer satisfaction

16 Timeline TripAdvisor Ratings and Reviews posted on Brand.com WynReview tool introduced to manage reviews Spring 2012 Summer 2012 Transition from Pilot Soliciting reviews, WynReview expansion program our customer feedback program Medallia to the WynReview program Fall 2012 Fall 2012 Analyze customer feedback and define benchmarks Focus on improving opportunity areas in order to continue to drive customer satisfaction Incorporate into QA Program 2013

17 Expansion Summary WynReview supports the brand direct strategy Customer are looking for reviews Encourage customers to write reviews Engage in WynReview Read Respond Review React

18 Best Practices Encourage responses Let your current happy customers influence your future customers Respond to Reviews Shows that your customers are important to you Use the data Identify opportunity areas, and put together an action plan to improve customer satisfaction Engage your staff Increased employee satisfaction leads to increased customer satisfaction

19 Tools and Resources User Guide and Training Video MyPortal/Customer Experience QA/Resources Customer Experience/WynReview Regional Meetings November WynReview Webinars on Wednesdays Watch for the flyer Questions

20 Questions