For new clients: Hotels - what will happen when you join?

Every client is different and the results they (and you) will want to achieve will be subtly different, but the following is a good guide (and a useful checklist):

1. Your relative ranking on TripAdvisor will improve
2. Your Google score will improve
3. Your scores on sites like Booking.com and Hotels.com will improve
4. You will get lots of great reviews to show on your own website
5. You will get less (far less) negatives on TripAdvisor, Google and the other sites
6. We will get you more great reviews on TripAdvisor (unless you'd rather they went to Google)
7. Your guest retention rates will rise
8. You will get really valuable detailed feedback from your guests

All of which should lead to...

• A positive impact on rates - and an increase in GoPPAR
• An increase in occupancy
• An increase in direct bookings
• An increase in staff satisfaction

If you add Feedback Manager (and Feedback Manager Plus)...

• All your guest reviews will be responded to immediately and professionally
• Any 'unfair' or 'misleading' reviews to TripAdvisor and Google will be appealed

Support

Dialogue is so much more than just a very effective review management system; we will support you throughout your membership to ensure that you make the very best of the opportunities it presents; from initial design and implementation, through staff training on implementation. You will have your own dedicated business member adviser to help and advise

In summary:

You will be employing the most effective review management system available, backed up by a dedicated team of professionals who will ensure you get the very best results from you membership.

Hotels - looking forward to 2014

Building on Proven Success

2013 has been a very big year for us at HelpHound: supported by and in constant conversation our clients we have learned so much more about how many benefits Dialogue can bring.

Here we are going to share this with you all (we’ve linked to the relevant detailed articles)...

• The positive effect on any (and every) given hotels’ online reputation is proven
• The direct link between improvement in online reputation (rankings on TripAdvisor, scores on Booking.com and the other OTAs, and, increasingly important, Google and increased revenue is proven
• The effect of Feedback Manager Plus - responding to reviews on our clients' behalf - is proven
• The success of combining Dialogue with back-end systems like ReviewPro and Revinate to refine guest feedback and aid guest retention is proven

On top of this, the experience we have gained in managing the process for our hotel clients has proved invaluable: how to maximize the harvest of guest emails and dovetailing our systems with the hotels’ PMS – crucial to the effective operation of Dialogue – is making the whole process easier and much more effective for our clients.

To summarise

There are no longer any lingering doubts about the effectiveness of Dialogue and its ability to drive revenue for hotels. We are able to positively guarantee that Dialogue will produce results, no matter where your hotel is currently ranked 

• If you're number 1 - Dialogue will considerably enhance you chances of remaining there
• If you're anywhere but number 1 - Dialogue will improve your ranking
• Dialogue will ensure that you can maintain and increase RevPAR
• Dialogue will positively impact on your guest retention rates

Come aboard!

Key articles for Hotels

Here's a quick guide to the 'must read' articles for hoteliers, and a simple description of our services:

What does Dialogue do?

Dialogue enables you to take control your hotel's online reputation

Blog post: "Dialogue - managing OUT the negatives"
Blog post: "Success secrets - hotels" 
Blog post: "Shock/Horror! - Dialogue clients look better"

What are the results?

Dialogue gets you great reviews to your own website, great reviews to TripAdvisor and reduces negative posts to TripAdvisor. Your TripAdvisor ranking increases

Blog post: "Dialogue - 100% success for a new client" 
Blog post: "Results just keep on getting better"
Blog post: "How would you like great reviews like these?" 
Blog post: "Why has our TripAdvisor ranking fallen?" 
Blog post: "Hotels - predict your ranking on TripAdvisor"

Dynamic Display - what is it?

It draws attention to your great reviews 

Blog post: "Results - simply astounding"
Blog post: "Dynamic Display - an important update"

Feedback Manager - what is it?

We respond to all your reviews in Dialogue

Blog post: "Feedback Manager - an important addition"
Blog post: "Why do so few hotels respond to reviews on TripAdvisor?"

Why can't/shouldn't we do it ourselves?

Because doing it yourself lacks the single most important ingredient in the eyes of your potential guest: credibility

Blog post: "DIY reviews - why don't they work?"

How much does it cost?

From 5p to 9p a day per room - depending on the services you choose

Blog post: "Is your hotel's reputation worth as much as a chocolate on the pillow"

Why do our guests need Dialogue?

They welcome the opportunity to (a) thank you for a great experience and (b) tell you about any issues they experienced during their stay

Blog Post: "Why your customers need Dialogue" 


There's much more - just click on 'Hotels' in the cloud to the right (for clients of ReviewPro and similar services there's a relevant post here, for instance) or speak to your business member advisor.

Feedback Manager™ - an important addition

Let HelpHound take the strain - Feedback Manager Plus

As most of you know - HelpHound's service to businesses consists of three elements...

1. Dialogue™ - to harvest reviews and manage customer complaints in private
2. Dynamic Display™ - to draw attention to your customers' opinions on your website
3. Feedback Manager™ - to manage the response to those reviews

And it's the third of these we're going to focus on in this post; all research shows that your customers really appreciate 'being thanked'. Just as importantly it also shows that your prospective customers are impressed by a business that responds to reviews.

So? Two things: you will be contacted by a member of Karen's client services team about adopting Feedback Manager, and this, for the first time, will include us helping you manage responses all across the web

This can include any 'open' website - TripAdvisor for instance. HelpHound will simply act as an extension of your CRM function; you choose exactly balance of input between HelpHound and your business. 

Welcome to Feedback Manager Plus!

Important update 1-11-13: since the introduction of Feedback Manager Plus we have engaged with TripAdvisor on behalf of our clients and had great success in effecting the deletion of negative reviews where TripAdvisor T&Cs have been contravened. 

We calculate that the deletion of a single one star review for a hotel in a marketplace like London is equivalent to between 2 and 3 places in their TripAdvisor rankings. More important than that is the effect a 1* review has on direct bookings while it remains on the first three pages of the hotel's TA listing.

Feedback Manager™ - across the web

Never leave another review unanswered

Up until now Feedback Manager has managed responses for clients within Dialogue - thanking your customers for writing positive reviews and ensuring appropriate responses are posted to criticism.

From today we are broadening Feedback Manager's role to include external 'open' sites (like TripAdvisor and AllAgents). What will this mean for clients?

In an ideal world nothing should be posted, anywhere on the web, about your business without being responded to - even if just to thank the customer writing the review for taking the trouble, and even for a one word review like this...

Even more important is to address criticism, like this...

Now we can do the same for you, right across the web. Please contact your Membership Advisor or Karen and her client services team and they will give you full details

Feedback Manager - for all

Our full-service option

We soft-launched Feedback Manager last year, and we are now offering it to all our clients...

 
Feedback Manager handles all responses to reviews - both positive and negative: It ensures...

• that customers who post positives are thanked
• the best possible outcome if a negative post is received

Clients are allocated a dedicated member of our client services team who will liaise directly with them to ensure Feedback Manager works seamlessly.

Who should use Feedback Manager?

Clients who find themselves pressed for time or resources, clients where key staff are sometimes unavailable to respond in a timely fashion.

Feedback Manager™ - taking your CRM to a whole new level of excellence