{"id":3320,"date":"2018-01-30T10:21:43","date_gmt":"2018-01-30T09:21:43","guid":{"rendered":"https:\/\/www.thehotelfactory.com\/en\/?p=3320"},"modified":"2022-03-07T09:03:47","modified_gmt":"2022-03-07T09:03:47","slug":"insight-into-the-online-reputation-management-platform-trustyou","status":"publish","type":"post","link":"https:\/\/thehotelfactory.com\/en\/insight-into-the-online-reputation-management-platform-trustyou\/","title":{"rendered":"Insight into the online reputation management platform, TrustYou"},"content":{"rendered":"\n<p style=\"text-align: justify;\"><em><span style=\"font-weight: 400;\">Platforms such as TrustYou<\/span> <span style=\"font-weight: 400;\">help manage and optimize online reputation which has become crucial within the tourism industry. <\/span><span style=\"font-weight: 400;\">the hotel factory<\/span><span style=\"font-weight: 400;\"> interviewed TrustYou Enterprise Sales Director to gain further insight on how these platforms work and how they can help improve guest satisfaction.<\/span><\/em><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">With the continuous growth of <\/span><a href=\"https:\/\/www.thehotelfactory.com\/en\"><i><span style=\"font-weight: 400;\">the hotel factory<\/span><\/i><\/a><span style=\"font-weight: 400;\">, as a company, we credit our expansion to the innovative methods we research, develop, and apply, to assist our clients in their hotel ventures. In business, especially in the hotel industry, <\/span><b>reputation, <\/b><span style=\"font-weight: 400;\">whether in the real-world or online, is among the most lucrative and imperative factors when operating a hotel, if not the most important. <\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">As online reputation has become crucial in the hotel industry, many companies have adapted to these needs and created platforms that are able to manage and optimise online reputation. To gain insight on how these platforms work and how they can help improve guest satisfaction, we conducted an interview with <\/span><a href=\"https:\/\/www.trustyou.com\/resources-categories\/best-practices\/\"><span style=\"font-weight: 400;\">TrustYou<\/span><\/a><span style=\"font-weight: 400;\"> Director Enterprise Sales, Spain, <strong>Gaston Richter<\/strong>. TrustYou is the world\u2019s largest guest feedback platform, created in 2008, that is used by hotels, accommodations, restaurants, and intermediaries. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">The <\/span><b>highlights<\/b><span style=\"font-weight: 400;\"> of our meeting with Mr. Richter were the following: <\/span><\/p>\n<ul>\n<li>\n<p style=\"text-align: justify;\"><b>Value for money during low season. <span style=\"font-weight: 400;\">\u00a0It is especially important to <\/span>boost<span style=\"font-weight: 400;\"> the amount of reviews during the<\/span> low season<span style=\"font-weight: 400;\"> as reviews will likely be better, since rates and occupation are lower, improving guests\u2019 perception of value for money.<\/span><\/b><\/p>\n<\/li>\n<\/ul>\n<ul>\n<li>\n<p style=\"text-align: justify;\"><strong>Target the 70% that leaves no review.<\/strong><span style=\"font-weight: 400;\"> Richter mentioned the importance to make the necessary revisions (monitor) of reviews both negative and positive since 70% of guests that are satisfied will not leave a review. The key takeaway from the interview to accumulate reviews is to target this 70% of satisfied guests, but not satisfied enough to leave a review, by proactive involvement to satisfy guests during their stay and their post-stay. <\/span><\/p>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400;\">\n<p style=\"text-align: justify;\"><b>Reviews after 2 years are non-influential.<\/b><span style=\"font-weight: 400;\"> TrustScore algorithm remains a secret, but we do know that <\/span><b>guest reviews contributing to the overall score are weighted according to its publishing date:<\/b><span style=\"font-weight: 400;\"> recent reviews are more relevant for the average score than older ones. And <\/span><b>reviews older than 2 years will not affect the TrustScore at all.<\/b><\/p>\n<\/li>\n<\/ul>\n<p><center><img loading=\"lazy\" decoding=\"async\" class=\"alignright size-full wp-image-4094\" src=\"https:\/\/www.thehotelfactory.com\/wp-content\/uploads\/2018\/01\/TrustYou-interior.jpg\" alt=\"TrustYou interior\" width=\"740\" height=\"422\" \/><\/center><\/p>\n<ul>\n<li>\n<p style=\"text-align: justify;\"><b>Encourage positive reviews, <span style=\"font-weight: 400;\">As stated above, reviews have a greater impact within the first 6 months, for this reason it\u2019s important to encourage new reviews, especially during the low season, as they will have a greater impact in the average score. <\/span><\/b><\/p>\n<\/li>\n<\/ul>\n<ul>\n<li>\n<p style=\"text-align: justify;\"><b>Respond to all reviews ASAP<\/b><span style=\"font-weight: 400;\">. It\u2019s crucial to <\/span><b>respond to all reviews as soon as possible<\/b><span style=\"font-weight: 400;\"> (24-72 hours), especially <\/span><b>negative<\/b><span style=\"font-weight: 400;\"> ones, because those reviews have a greater impact on future guests during the reservation process, as a user will be more determined to reserve if he\/she sees that reviews (complaints or praises) are being taken care of. <\/span><\/p>\n<\/li>\n<\/ul>\n<ul>\n<li>\n<p style=\"text-align: justify;\"><b>Prevent negative reviews. <span style=\"font-weight: 400;\">Although negative reviews are not necessarily detrimental, because in the middle of difficulty lies opportunity, <\/span>proactive actions<span style=\"font-weight: 400;\"> should be implemented in the hotel to <\/span>identify<span style=\"font-weight: 400;\"> early signs of <\/span>unsatisfied guests<span style=\"font-weight: 400;\"> to prevent a negative review, and convert them to satisfied and loyal guests.\u00a0 \u00a0\u00a0<\/span><\/b><\/p>\n<\/li>\n<\/ul>\n<p style=\"text-align: justify;\">After an extensive market research and discussions with clients, our ability to analyze all information obtained and develop a tailor-made implementation plan for each hotel, is consequently a valuable skill we utilize, and if you have any interest in improving your hotel\u2019s online reputation, or overall guest satisfaction do not hesitate to contact us.<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p style=\"text-align: justify;\"><em>Platforms such as TrustYou help manage and optimize online reputation which has become crucial within the tourism industry. the hotel factory interviewed TrustYou Enterprise Sales Director to gain further insight on how these platforms work and how they can help improve guest satisfaction.<\/em><\/p>\n<p style=\"text-align: justify;\">With the continuous growth of <a href=\"https:\/\/www.thehotelfactory.com\/en\"><i>the hotel factory<\/i><\/a>,<\/p>\n<p>[&#8230;]<\/p>\n","protected":false},"author":29,"featured_media":6266,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[2],"tags":[600,633,601,641,592],"class_list":["post-3320","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-guest-experience-en","tag-guest-relations-en","tag-hotel-consultancy-en","tag-hotel-marketing-en","tag-trustyou-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Insight into the online reputation management platform, TrustYou | The Hotel Factory<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/thehotelfactory.com\/en\/insight-into-the-online-reputation-management-platform-trustyou\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Insight into the online reputation management platform, TrustYou | The Hotel Factory\" \/>\n<meta property=\"og:description\" content=\"Platforms such as TrustYou help manage and optimize online reputation which has become crucial within the tourism industry. the hotel factory interviewed TrustYou Enterprise Sales Director to gain further insight on how these platforms work and how they can help improve guest satisfaction. 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