Independent Hoteliers : A better management of your E-reputation.

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You get a lot of customer reviews everyday, but : 

  • You don’t have enough time to process them
  • You don’t have the tools to centralize all comments
  • You only have a global view of your ratings and no access to details and key indicators.
  • You haven’t adopted the use of NPS (Net Promoter Score)
  • You don’t have the ability to anticipate problems during the stay in order to reduce negative comments.

And for those cases where : 

  • Your customers aren’t talking enough about you, and you want to increase the number of online reviews.
  • You’re not able to detect customers who are in the habit of posting reviews about your hotel.

There are many platforms offering E-Reputation management support, but the advantage of a business CRM lies in data acquisition, customer knowledge and segmentation, and customer follow-up over time.

E-Reputation management with Experience CRM includes, among other things : 

  • The recovery, centralization and sorting of all comments on the main review platforms.
  • The translation of the comments for better understanding.
  • The semantic analysis for better recognition of key points and trends.
  • The use of NPS (Net Promoter Score) to go into detail and forget about the concept of “global average”.
  • The detection, highlighting and follow-up of customers who have posted comments online.
  • The multiplication of comments by automatically encouraging (happy) customers to post reviews after their stay.