MBA 2 Creative Session 5 : Social Mobile and Local - creating authentic guest experiences

Local Hotel New Shared Services with the neighborhood :

How Hotels Can Compete in the Sharing Economy

Session 4 Atypical Partnerships - Air Hotel new concept

Created using Visme. The Free Online Presentation Tool.

ORM 2nd Semester Online Session 2: Reputation + Social Referral

Session assignment - Webinar + Recap:

Selected webinar options: Reputation + Social Referral

Recap:
In a blog post list:

• What was the key NEW concept you learned from the webinar materials - (your own words - do not copy-paste):

The key NEW concept learnt from this webinar is a detailed presentation of all the differences between Advocates and Influencers, and their specific motivations, and also the tools to find both of them and generate analytic data to measure the impact of both shared contents on social networks.

It gives a good overview of all stakes that require to cope successfully with customer satisfaction and loyalty.

• Why is this key concept important to hoteliers Be analytical - in depth - not merely descriptive

The measured impact is of great importance to respond to customers' concerns and guest feedbacks always keeping in mind improving guests' experience in order to increase revenues and attract more new guests.

This will allow taking the right action in order:

- not to lose some unsatisfied customers: it is called "retention" which is about changing the mindset of customers who want to leave. "Retention" is key to profitability and growth;

- to put in place the right proactive strategy by CRM Customer Relationship Management, which is about developing a relationship with customers so that they want to stay, and are loyal to our brand.

By word of mouth the reputation of a hotel can be praised or strongly criticized, and everyone knows that an unhappy customer is very prolific to communicate on its experience.

All these data also give information on the positioning of our hotel compared to the competition with comparable criteria (location, price, stars, quality, etc.).

This also helps putting in place the right contact strategy, and operational strategy (content strategy, conversation strategy, community strategy, influencer strategy, application strategy).

This enables to identify advocates and influencers and treat them as allies of the brand by engaging them and rewarding them. It is a win-win relationship between the brand and its loyal customers or strategic influencers.

• How can this key concept improve the quality of the guest experience ?

The analytic data enable to constantly correct what can be improved, react to guests advice, positive or negative feedbacks (what they like most, or what they dislike), and have the accurate adequate reactivity (for example change or improve a product, better employees training, etc).

All relevant feedback and analytic data enable to be careful to customer needs and desires in order to put in place the right marketing and product campaigns to further investigate what can be done to satisfy the new needs or unsatisfied ones.

Surveys also allow hotels to develop and adapt their loyalty programs via promotional offers, upgrades, etc. by involving customers in guest surveys, and also encourage them sharing and spreading their satisfaction experience on social networks, or avoid letting a too bad experience being spread the same way.

This allows to interact between all the stakeholders in order to remedy and adjust with the appropriate action.

The aim is permanent commitment to quality, service and creativity.

Support your learning -Locate 1 additional resource to support the concept

• Use new source - not Review Pro Use quote from the resource -
• text link to your resource

Customer Feedback Software for Sales Outlets,

Store, e-commerce and product reviews for multi-channel retailers

http://wizville.fr/en/

"Fully-customizable customer satisfaction surveys

After defining your key indicators (CSAT, NPS…), we help you build unique and fully-customized customer satisfaction surveys, with your brand’s look and feel.

• Chose between rating scale, multiple choice, open-ended, NPS and conditional questions
• Works on all devices and operating systems
• Customizable design and URLs"

Include the slides from the webinar in your blog post

Session 3 - Augmented Reality - Prezi Presentation

Session 3 - Individual work - VR - AR

1. Definition for A/R:

A/R stands for Augmented Reality. It is a live view of a physical, real-world environment whose elements are augmented and generated via the computer. We usually use special glasses or a smartphone. A virtual 2D or 3D interface augments the reality effect by adding extra effects such as sound, video, or graphics.

2. Definition for V/R:

V/R stands for Virtual Reality. It is an artificial environment which is experienced through sensory stimuli as sights and sounds provided by a computer and in which one's actions can have an impact on what happens in the environment. Virtual Reality is conveyed through a connected mask.

3. What is the difference in the 2  user experiences - compare:

In A/R it is an augmented vision of a real environment with added effects.
In V/R the user has a specific action that interacts with the environment.

4. What is Google Cardboard? Why is it important ?

Google cardboard is a virtual reality mask using a compatible smartphone.

The mask enables to visualize virtual images generated through specific applications, also visualize videos and 360 degrees images.