dan cross, territory manager mea, tripadvisor
TRANSCRIPT
![Page 1: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/1.jpg)
REVIEWS, REPUTATION AND ROI
Presented by
Dan CrossTerritory Manager, MEA
Getting the Most out of TripAdvisorand Your Online Presence
![Page 2: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/2.jpg)
WHAT IS THE ROI OFSOCIAL MEDIA?SOCIAL MEDIA?
2
![Page 3: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/3.jpg)
Guests are visiting TripAdvisor morefrequently prior to booking
Properties with stronger reputations
Key Findings:
Source: “The Impact of Social Media on Lodging Performance.” Chris K. Anderson, The Center for Hospitality Research. Cornell University. December 2012.
3
Properties with stronger reputationsacross all channels perform better overall
Higher review scores on OTA sites allow hotels tocharge more while maintaining occupancy rates.
![Page 4: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/4.jpg)
Do Online Reviews Impact Bookings?
.
4
of global travellers say theirbooking decisions are
impacted by online reviews
of global hotels sayreviews are important
for bookings
93% 96%
The TripBarometer by TripAdvisor is based upon an online survey conducted in Dec. 2012 – Jan. 2013. A total of 35,042 people participated in the online survey from26 countries spanning 7 regions. The sample is made up of 15,595 consumers and 19,447 businesses, making it the world’s largest combined accommodation andtraveler survey.
![Page 5: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/5.jpg)
Reviews influence traveller decisions
81% 53%
Source: PhoCusWright’s “Custom Survey Research Engagement,” prepared for TripAdvisor. September 2012.
55
of travellers usually oralways reference
TripAdvisor hotel reviewsbefore making their
selection
81%of travellers say theywill not book a hotel
that doesn’t haveany reviews
53%
![Page 6: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/6.jpg)
Uniquemonthlyvisitors
World’s largest travel site
(2)
(1)
user contributionsevery minutebusinesses listed,
including 1.1+ millionaccommodations
million
6
candid travellerphotos
million
(1) comScore, worldwide data, January 2013
(2) Source: Google Analytics, worldwide data, January 2013
![Page 7: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/7.jpg)
MILLIONREVIEWS AND OPINIONS
Congratulations on yours!
MILLION
![Page 8: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/8.jpg)
TripAdvisor reviews are largely positive
48%
29%
12%
8
Source: TripAdvisor. Percentage of all ratings, December 2012
12%
6%
6%
Average Review Score:
![Page 9: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/9.jpg)
MORETHAN HALFTHAN HALFsay they write hotel reviewsbecause they feel like theyare a part of the TripAdvisortravel social community.
Source: PhoCusWright’s “Custom Survey Research Engagement,” prepared for TripAdvisor. September 2012.
![Page 10: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/10.jpg)
How important is it to you that your staffmonitors and responds to online user reviewsites, like TripAdvisor?
Source: Hotel Management Voice of the GM Annual Survey, 2012 10
![Page 11: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/11.jpg)
of hotel general managers surveyedsaid it is ‘important’ or ‘very important’
11Source: Hotel Management Voice of the GM Annual Survey, 2012
![Page 12: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/12.jpg)
Reviews influence traveller decisions
84%78%
Source: PhoCusWright’s “Custom Survey Research Engagement,” prepared for TripAdvisor. September 2012.
1212
of respondents say anappropriate managementresponse to a bad reviewimproves my impression
of the hotel.
84%of respondents say seeing
a hotel managementresponse to reviews
makes me believe that itcares more about its
guests.
78%
![Page 13: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/13.jpg)
Management Responses
13
![Page 14: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/14.jpg)
TripAdvisor Management Response Growth: 2003-2012
1 out of every 4 new reviewsin 2012 received a
Management Response
Management Responsesmore than doubled year-over-
year from 2011-2012
2003 2004 2005 2006 2007 2008 2009 2010 2011 2012Source: Internal TripAdvisor data
14
![Page 15: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/15.jpg)
Facebook integration
monthlyFacebook visitors
of new reviews comefrom Facebook-connected users
![Page 16: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/16.jpg)
Mobile: Powerful extension of TripAdvisor platform
• Find and contact hotels; find and reserve restaurants;find and book attractions and tours; find flights
• 80 City Guides available off network
• Write reviews & participate in travel forums
20
31m+
languagesavailable
16
(1) Includes TripAdvisor, City Guides, and SeatGuru apps(2) Monthly unique users on mobile devices according to TripAdvisor log files
31m+
45m+
mobile appDownloads(1)
monthlyunique users(2)
![Page 17: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/17.jpg)
• YOUR PROPERTY IS PRE-LOADEDEvery Galaxy S4 comes with the popular TripAdvisorapp already installed.
• YOU’RE CLICK-TO-CALL, AVAILABLE TO ALLIf you’re a Business Listing subscriber, your contactdetails are included.
• YOU’RE TWICE AS EASY TO REACHTravellers can load your contact information into
TripAdvisor App pre-loaded on new Samsung Galaxy S4
Travellers can load your contact information intotheir phone with a single tap.
• YOU’RE ON THEIR CALENDAR JUST LIKE THATTravellers can load details of hotels found onTripAdvisor into the Galaxy S4’s calendar app.
• YOU CAN CATCH THE ATTENTION OF MILLIONSA Mobile Upgrade lets you put Special Offers on ourapp to reach a huge audience.
17
![Page 18: Dan Cross, Territory Manager MEA, TripAdvisor](https://reader031.vdocuments.net/reader031/viewer/2022021717/620be729f830f51a42107606/html5/thumbnails/18.jpg)
TripAdvisor for Business resources
• Management Centre
– www.TripAdvisor.com/Owners
– @TripAdvisor4Biz
• Blog
– www.TripAdvisor4Biz.wordpress.com
18