Credentials

igniyte.co.uk

0800 080 7997 International: +44 (0)203 542 8685

Background to Igniyte

The team at Igniyte are based in London and Leeds and have been working with large brands and companies since the late 1990’s across a number of different digital disciplines.

Our clients are mixed, sharing one common desire – to have an Established and Positive Reputation Online;

• Travel Clients

• Luxury & Global Brands

• Education

• PLC’s

• Service Providers

Online Reputation Management is our specialism since 2009.

We currently work with a number of European travel companies, flight operators and hotels to monitor and react positively to unwanted press stories and reviews

igniyte.co.uk

0800 080 7997 International: +44 (0)203 542 8685

ServicesIgniyte work with a number of companies within the travel and hospitality industries. We provide practical help, digital work, training and consultancy in the following areas:

igniyte.co.uk

0800 080 7997 International: +44 (0)203 542 8685

Credentials - Press

Igniyte has been featured in the UK National Press and Media over the last few

months:

The Guardian - Online Reputation Management - Tim Dowling

The Daily Telegraph - Reputation the only Asset Worth Protecting - Claire Donnell

y

Channel 4 - Online Identity

The Times - Igniyte Research Quoted

And on blogs and related publications such as:

http://www.hsmai.org/knowledge/article.cfm?ItemNumber=9348

(article relating hotels and review management)

http://www.brandwatch.com/2014/06/great-brand-reputation/

igniyte.co.uk

0800 080 7997 International: +44 (0)203 542 8685

Working with Hospitality & Travel Industries• Igniyte are Europe’s leading Reputation experts within the field of Brand and

Communications. We work with clients to portray positive content online.

• Established in 2009, Igniyte already work with European travel operators,

online travel agents and hotel chains and the team have a wealth of

experience.

• With TripAdvisor now gaining 260 million monthly visits and over 170 million

reviews and opinions posted, the hospitality and travel industries are taking a

much more serious look at the management of external review websites and

travel forums.

• Igniyte works to:

• Challenge Content

• Build Reputations

• Establish good content practices online

igniyte.co.uk

0800 080 7997 International: +44 (0)203 542 8685

Your UK Audience Online

• 2,800 topics posted daily on TripAdvisor & 260 million monthly visitors

• The Oxford Internet Survey found people are spending over 1,000 hours online per

year (19 hrs per week)

• The UK is the 6th most active country on Facebook with over 33 million users (half

the population)

• Twitter has over 15 million active users

• LinkedIn has over 15 million users (+5 million in the last 2 years)

• Google+ - unknown number of users! (no figures released by Google yet)

• 100 hours of video are uploaded to YouTube every minute – Globally there are

more than 1 Billion users.

Ref: http://socialmediatoday.com/kate-rose-mcgrory/2040906/uk-social-media-statistics-2014

igniyte.co.uk

0800 080 7997 International: +44 (0)203 542 8685

Our Approach• Communication – To help the companies with response tactics for face-to

face issues, social media and negative reviews. To standardise responses in the appropriate language for UK guests/travellers.

• Monitoring - Igniyte can help companies and residences monitor for negative mentions online and provide response tactics to ensure that all negative posts don’t result in long conversations online.

• Removals – To challenge reviews left on TripAdvisor and other related UK forums where the content is defamatory or unsubstantiated. The removal of posts can be achieved if there has been any violation of the website’s T&C’s or UK Defamation Act 2013 or the EC Directive for eCommerce.

• Positive Review Strategy – Whilst we can aid in responding to clients negative reviews it’s vitally important that the companies are proactively encouraging happy customers and guests to leave reviews on high ranking websites.

igniyte.co.uk

0800 080 7997 International: +44 (0)203 542 8685

Igniyte & Successful Use of Social Media

• Be secure

• Be mindful of risks

• Research where your audience are

• Analyse “likes”, “tweets” and engagement

• Build your Supporters, Friends, Circles

• Tweet / Share / Post relevant content for your audience:• Guests

• Staff

• Suppliers

• Potential Guests

igniyte.co.uk

0800 080 7997 International: +44 (0)203 542 8685

We also…

• Review guest-related communication; signs, marketing materials and offline literature.

• Help with guidance on offline and online frequent complaints.

• Identify “weak spots” in communications.

• Simplify guest communications process for staff dealing with issues and enquiries.

• Work with you to ensure that health & safety and illness reporting is logged.

• Help with responses to tricky complaints or issues from the press, emails, TripAdvisor etc

igniyte.co.uk

0800 080 7997 International: +44 (0)203 542 8685

Travellers Online

Research (Flights & Accom)

Book

Research (things to

do)

“Check In” / Social Activity

Post Reviews

igniyte.co.uk

0800 080 7997 International: +44 (0)203 542 8685

Your Audience OnlineYour Online Profile

Travellers and Guests do the majority of their searches online. Igniyte ensure that at the start of their journey researching a company online the following appear in the search results:

• Company Website / Blog

• Social & Business Profiles

• Positive Press & PR

• Customer Reviews

• TripAdvisor – Igniyte work with you to provide helpful responses and take difficult conversations offline.

• Further promote content about the company and provide optimised coverage of the company name online

Research&

Booking

IGNIYTE PROCESS

igniyte.co.uk

0800 080 7997 International: +44 (0)203 542 8685

Your Audience OnlineYour Online Profile

With Wifi, 3G and 4G available across the World, travellers are leaving real time comments and posting opinions and images across the social channels and review sites whilst they are still on holiday. This can be great for companies if the comments are positive, but in times of crisis, Igniyte help to:

• Minimise the effects of negative comments online.

• Help with statements for press and social channels.

• Promote further positive coverage.

“Check in”

IGNIYTE PROCESS

igniyte.co.uk

0800 080 7997 International: +44 (0)203 542 8685

Your Audience OnlineDealing with Reviews

With over 170 million reviews now appearing on TripAdvisor, along with other prominent review websites, the UK traveller is embracing the ability to leave their thoughts and opinions online. Genuine reviews will always remain on good quality reviews sites, so Igniyte works with clients to:

• Challenge defamatory/unsubstantiated comments where possible.

• Create a positive review strategy to ensure that real reviews from happy guests and customers are optimised.

• Provide help in how to respond to difficult areas and comments.

Review Management

IGNIYTE PROCESS

To find out more about our services visit us at stand

TT619

Contact: Mark Miller+44(0)203 542 8685 – +44(0)7501 384161

wtm@igniyte.co.uk

+44 (0)203 542 8685www.igniyte.co.uk