Michael Marchand Director of Sales UK & Ireland

1. Michael Marchand Director of Sales UK & Ireland

3. WHO ARE WE? - data and technology provider for social content - provides data widgets and software as a service (SaaS) solutions - collect, analyze and market social data such as online reviews, posts and tweets - focus on the hospitality industry - aggregated and analyzed social content for 400,000 hotels, accommodations and restaurants - Social Media Management Tool, TrustYou ReviewAnalyst - Award Winner @ European Travel Distribution Summit 2011 - Award Winner @ PhoCusWright Travel Innovator Summit 2010

5. Facts about Social Media - started in mid 90´s of 20th Century with Yahoo, AOL IM, CompuServe, all Web 1.0 - first true social media site was theglobe.com in 1995 - first page to offer users to personalize online experiences by publishing their own content and interacting with other users - since then the social media produced sites such as Facebook and Twitter - Facebook has got more than 800 Milion users, tops Google in weekly traffic - if Facebook was a country it would be the 3rd largest in the world!

6. Facts about Social Media - Twitter processed more than one billion tweets in December 2009 - 40 Million tweets per day! - When MJ died the news were first published on Twitter, 1.5 hours after his death, TV 4 hours later and press 1 day later! - 14% of people trust industrial media but 90% trust social media, so UGC reviews - Social Media reaches a global audience - decentralized and publically accessable with little or no costs - anyone can use Social Media without skills and trainings

7. Facts about Social Media - Social Media produces virtually instantaneous responses - Social Media can be altered almost in seconds by comments and editing - comsumers are more likely to make buying decisions made on what they read on „social plattforms“ but only if presented by someone they trust - reports show that businesses are able to bring back dissatisfied customers through social media channels - SO: this is why a purposful and carefully designed social media strategy is an integral part of a marketing plan AND: Social Media is a form of MARKETING!

8. Social Media in the Future - Brands have to look carefully at social offerings - need to make sure they engage and offer value - RISE of the SEMANTIC WEB - Semantic will ensure that businesses are able to understand natural human communication rather than artificial protocols - companies using this technology will find new avenues to success - Social Networking will become a feature in everything we do

9. A True Story

10. SocialMedia Monitoring ?

11. Social Media Monitoring - tracking of various social media content: - blogs, microblogs - Social Networking sites such as Facebook, Twitter, Google+ etc. - video and photo sharing websites such as YouTube, Flickr etc. - Forums - User Generated Content Review Pages such as tripadvisor.com, booking.com, holidaycheck.com etc.

12. ORM ?

13. ORM - act of monitoring - addressing SERP´s (Search Engine Result Pages) - tracking written User Generated Content (UGC) on the internet - using sophisticated online and offline techniques to promote positive & neutral content whilst pushing down unwanted links - Result: positive environment of business is created

14. What should you do? - How is Social Media impacting the Travel Industry / Why We Need to Monitor - What can I do with the OTA’s? - Web 2.0 Strategies - Listen / Understand / Convince

15. What should you do? - Set up a workflow - Dedicated TrustYou Champion - Maybe rebuild the Guest Relation Department/ Duties - Discuss and set tasks during daily meetings - Regular meetings specially for ORM to be set - Answer all reviews on all social media channels - Monitor competition and marketplace

16. Why You Need To Monitor - Identify challenges or opportunities at your property - Is there a consistent problem? Is the staff being praised or criticized? - Discover new reasons why customers stay at your property - Apply this knowledge to your website and marketing - Identify and respond to negative user generated content - Counter the impact by showing consumers you care | 16

17. CIRCLE OF TRUST

19. The two most important elements in maintaining a successful online presence with social media and Web 2.0 --- PARTICIPATE in the forums, And ENGAGE the consumers!

20. HOW? ?

21. Big Data Solution

23. Social Sentiment Search

24. Social Sentiment Search

25. Social Sentiment Search

26. Big Data Problem 100 sources 22 languages 40,000,000 hotels 100,000,000 reviews

27. Big Data Solution 400.000 hotels 400.000.000 snippets

28. Big Data Solution 1 source

29. TYRA 4.0 • Leading product in the market • Most international: languages, translation, semantics • Most comprehensive solutions: • Listen - ReviewSurvey • Understand - ReviewAnalyst • Convince - ReviewDisplay

30. Hotel Monitoring + Detailed insights on a hotel‘s online reputation + Scores & trend statistics + Semantic analysis of review texts + Clear and intuitive presentation of the results

31. Benchmarking + Score comparison, best & worst performers + Comparison by portal including trend information + Comparison by category based on text analysis + Customizable time filters

32. BrandMonitoring + Social Media Monitoring on brand level + Sentiment scores for the most relevant social media portals + TrustYou Global Brand Score + Benchmarking against competitor brands

33. Internationalization + 22 Interface languages + 12 Languages for semantic text analysis + Automatic translation + Global coverage of review sites

34. TrustYou is a review source

35. Tool to analyze data

36. Social Media Monitoring + Statistics of the hotel‘s overall performance on all relevant social media platforms + Trend information within a selected time period + Reply / Retweet out of the application to engage directly with (potential) guests + Blog & Forum search

37. Facebook You can update your hotel’s status on Facebook directly from the TrustYou ReviewAnalyst user interface. Simply type what you intend to publish and click “Update”. Facebook will prompt you for your credentials in the next step.

38. Twitter Search Tweets The fully customizable search lists all tweets containing your search term. My Tweets This option shows all public posts you wrote on this platform. Mentions This paneldisplays all tweets mentioning your hotel’s Twitter user name.

39. Foursquare The Foursquare window shows you all tips your visitors wrote on this platform.

40. Youtube The Youtube window displays the latest Youtube videos that have been tagged with your search term.

41. Blogs & Forums TrustYou is showing blog posts containing the hotel’s name or any other search term given by the user.

42. TrustYou ReviewAnalyst - gathers semantic opinions in reviews, posts, and comments - makes them accessible through a range of applications and APIs - powerful social media management tool to collect, analyze and engage with reviews across the web - allows hoteliers, destinations and travel companies to analyze and react to the quality and reputation of their hotels - collect their own reviews and embed them as widgets on their own website – all of this in one simple and intuitive web based tool

43. The Video

44. We can help! Visit www.trustyou.com Michael Marchand

45. Ready for More? Q&A Session