Using TrustYou For Online Reputation Management

Online reputation intelligence is worth its gold for  companies.   Whether you are  seeking and collecting comments about what individuals are saying about you or competitors, it is important to  have access to monitoring tools.  One tool that  we had the chance to look at is TrustYou – ReviewAnalyst.    ReviewAnalyst is a social media management solution for hotels, hotel chains, restaurants, destinations and OTAs/review websites with more than 6,000 customers worldwide.

 

The tool permits decision makers to:

  • React to strengths and weaknesses
  • Analyze competitors‘ performance
  • Improve  service and increase revenues

Once logged onto the tool, there is a dashboard to make use of in which the following sections are available:

  • Key Performance Indicators
  • Tasks
  • Goals
  • Source Overview
  • Review Summary
  • Most recent complaints

Figure 1 is screenshot of  the “Most recent complaints” portion of the dashboard for Holiday Inn Munich City Center.

Figure 1:The "Most recent complaints" portion of the dashboard for Holiday Inn Munich City Center.

To access on-going intelligence on hotel reviews, users can  generate reports with a set of filters that includes:

  • Sources (i.e., TripAdvisor, Hotels.com, Expedia)
  • Languages
  • Categories (i.e., ambiance, food, drinks)
  • Distribution (i.e., positive, negative and neutral sentiments)
  • Keywords

Once a new review is posted and is a match based on filters, users will receive an email alert.

For those who wish to follow the buzz on social media, TrustYou has a tab that users access social stats such regarding:

  • Recent Tweets
  • Recent Facebook Wall posts
  • Foursquare checkins
  • YouTube videos
  • Flickr photos
  • Blogs search via Google Search

With all the data that can be collect via TrustYou, users can generate reports in MS-Excel or .PDF.  Figure 2 is the interface that is available to create a report in Excel.

 

Figure 2: Interface To Create Report In Excel.

Want to improve your strategic intelligence gathering skills? Contact Isabelle Poirier to discuss your needs.

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About The Author:

Ian is a content strategist and the competitive intelligence researcher at Intelegia. With his knowledge of social media tools and an understanding of branding on the web, Ian formulates content marketing strategies for clients’ needs. As co-author of the Canadian Cities Online Marketing Index© and chief blogger at Intelegia, Ian documents and assesses global best practices of organizations’ approaches to social media marketing in terms of integrating their branding and communications strategies to obtain their marketing objectives. Follow Ian on Twitter @citweetz. __________________________________________________________________

 

About Intelegia

Intelegia is a social marketing firm in Montreal, Canada. The firm delivers social media strategies to efficiently engage with stakeholders in economic development, business to business and business to consumer segments. It assists clients by defining and executing sustainable social web strategies that will allow their brand message to stand out in a competitive environment where target audience engagement is a must.

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