beating the competition with social media feedback · • monitor, protect, and improve your online...
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Beating the Competition with Social Media Feedback
Matthias Zeller, Sr. Director Product Management, MedalliaCliff Galitz, Partner Development Manager, Google
Medallia © Copyright 2017.
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A Friendly Reminder....This document contains our current plan for the product, but it is subject to uncertainty and possible change. The actual product features developed by Medallia may vary materially from those described in this document. Any delivery dates communicated in this document are estimates and may change.
AGENDA
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Google Reviews
Audience Questions
Future of Social Reviews
Medallia Social Roadmap
Medallia Social Overview
Medallia Social Overview
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Medallia Social Overview
Medallia © Copyright 2017.
Why Social Feedback
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• Monitor, protect, and improve your online reputation
• Embed social into frontline action and accountability
• Benchmark yourself against the competition
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Balanced VOC
How Medallia is Different
Medallia PromoteOne Single Solution
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Social and solicited feedback within a single application
Monitor and improve social scores with Medallia Promote
Understand how reflective your social voice is compared to your survey data
Medallia © Copyright 2017.
Authentic Reviews with Promote
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• Complete social reviews within surveys.
• Social sites enabled with Promote include TripAdvisor, Google, & BazaarVoice.
• With Promote, Medallia brands see an average increase of 30-50% in monthly review volume.
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Social Media DashboardRecent reviews of what’s been said recently on major
social & review sites
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Identify the distribution of reviews across review sources
Social Media DashboardPinpoint review sources that are impacting your online reputation
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Know where your reputation is positive and/or negative
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Social Media ResponsesSocial feedback is natively available alongside survey responses
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Filter by feedback type
Easily identify feedback source
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Management ResponsesClose the loop on social reviews
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See where the review was posted and the corresponding score
Review feedback
comments
Respond to customers after
they leave social reviews
Medallia Social Roadmap
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Focus on data quality and scalability
Social: Focus Areas 2017Monitor, protect, & improve your online reputation
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Bring hospitality innovation to market
Outline broader strategy for Social CEM
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Global Benchmarking in Numbers
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countries
tagged topics
topics
sites
properties
rooms
brands
reviews
191
147m
75
20
67k
8.7m
983
146m
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• Always up-to-date, non-syndicated reporting native in Medallia
• Configurable location, regional & brand level reporting for specific analysis
• 25 new STR industry attributes for filtering and analysis
Real-Time, Brand-Level BenchmarkingBrand-level benchmarking based on social reviews
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Summer 2017
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• Understand competitors’ topics that promote and hurt customer satisfaction
• Benchmark customer sentiment on a standardized hospitality topic set
Benchmarking on Text Analytics TopicsCX benchmarking beyond just the scores
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Summer 2017
Google ReviewsApril 20, 2017
Confidential & ProprietaryConfidential & Proprietary
Google reviewsApril 20, 2017
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Confidential + Proprietary
Proprietary & Confidential
Google reviews appear all across Google properties.
Confidential & Proprietary 21
Local Search/Discovery Review Summary Review Detail Conversion
Local search
Confidential & Proprietary 22
Local Search/Discovery Review Detail ConversionLocal Search/Discovery
Maps
Confidential & Proprietary 23
Helpful Votes Share reviews Language SnippetsPhotos with reviews
Recent development
Proprietary + Confidential
Reviews on Google impact local ranking.
Proprietary & Confidential
Thank you!
Future of Social Reviews
Q&A