ONLINE M ONITORING & ENGAGEM EN T TOOL

RATINGS & REVIEWS

1. The Problem – For hotel reviews, there are solutions like Revinate. These solutions do not

work as well for F&B outlets. Also, for F&B outlets, comments on platforms other than

TripAdvisor are more important than for hotels. TripAdvisor’s review gathering tools do not

work very well for F&B outlets (very few people give their email address when going for a bite

to eat!)

2. The Solution – Localyser brings together ALL review sources into one dashboard: Easy to

manage, & reply. Great analytics. PLUS: Used on a tablet device, the guest-side of the system, is

perhaps the most intelligent review/feedback gathering system for F&B outlets in the market

today.

3. Also – Localyser is the only review monitoring, analytics, and feedback system fully geared

towards F&B outlets. It’s extremely keenly priced, intuitive, and very powerful.

Quick Summary

The Middle East’s first social media monitoring and engagement tool that helps F&B outlets & brands easily

manage their ratings and reviews from across the Web all in one place.

About Localyser

AGENDA1. The Problem – the status of ratings & reviews management

today

2. Case Study – how to increase online to offline conversion

3. The Solution – real time monitoring & response alerts

4. Pricing & Setup– client onboarding steps and timelines

PROBLEM WE ARE TRYING TO SOLVE

PART ONE

How can we effectively manage all of our locations’ listings, ratings and reviews from

across the Web all from one place?

How can we effectively increase our locations’ conversion from online search to offline

sales?

• Require manual work to check every review site (e.g., 10 outlets x 7 sites = 70 check points / day).

• Some platforms send email alerts but not all.

• Not easy to find the most important reviews to respond to first.

• Missed negative reviews affect brand reputation, customer service and future sales.

It’s time consuming to manage all reviews real time!

• No single report that gives a holistic view of brand reviews.

• Need to copy & paste reviews into Excel in order to do any comparisons between outlets.

• Need to read every review to obtain actionable insights.

• Missing out on important consumer trends that could have been addressed earlier.

Difficult to get actionable insight!

No easy way to boost the average rating of low performing locations• Getting customer feedback has become a

must to continue to improve operations.• Converting compliments into positive star

rating can be tricky (incentives consumers and you can get burned).

• Getting positive reviews on a consistent basis requires more than just a good campaign.

• Lower star rating reduces online search to offline sales conversion.

WHY IS IT SO IMPORTANT?

PART TWO

A 2014 research report by Dimensional Research found that 88% of consumers have been influenced

by an online customer review when making a buying decision.

Source: https://www.zendesk.com/resources/customer-service-and-lifetime-customer-value

Harvard Business School Working Paper - Reviews, Reputation, and Revenue: The Case of Yelp.com:• A one-star increase in Yelp rating leads to

a 5-9 percent increase in revenue.• Consumer response to a restaurant’s

average rating is affected by the number of reviews.Source: http://www.hbs.edu/faculty/Publication%20Files/12-016_0464f20e-35b2-492e-a328-fb14a325f718.pdf

A restaurant with a rating improved by just half a star – on a scale of 1 to 5 – increased it's chance of selling out during prime dining times from 13% to

34%.

Source: http://www.theguardian.com/lifeandstyle/2012/sep/02/ratings-boost-restaurants

60% of consumers path to purchase for restaurants is done though a Smartphone.

Source: http://www.mmaglobal.com/files/documents/mobile_path_to_purchase_2014_overview_us_whitepaper.pdf

Urgency is especially key for restaurants and entertainment when deciding to make a purchase decision through mobile.

Source: http://www.mmaglobal.com/files/documents/mobile_path_to_purchase_2014_overview_us_whitepaper.pdf

49% place restaurant reviews, detailed listing & accurate map location as most important factor in making a decision

Source: http://www.mmaglobal.com/files/documents/mobile_path_to_purchase_2014_overview_us_whitepaper.pdf

LOCALYSER - THE SOLUTION

PART THREE

• Save time & resources with one dashboard for all of your ratings & reviews.

• Analyze review volumes by sentiment.• Get email alerts when a review is

received (negatives only).• Respond quickly to all customers in

real time.• Easily compile reports filtered by

brand, area, sentiment & source.• Quickly identify problem areas at low

performing stores.

Reach operation efficiency at scale

• Easily engage customers for feedback with location specific branded responsive web page.

• Filter out positive reviews and incent customers to share online.

• Ability to embed reviews on brand site for added trust.

Increase positive reviews & page ranking on search engines

• Embed all of your reviews from across the Web to compliment the outlets details on your website.

• Increase customer comments by presenting them with easily understandable feedback actions.

• Transform compliments into a positive reviews that are shared online.

Enhance your store locator section with reviews from all platforms

• Align performance objectives with each location’s ratings.

• Rally staff around measurable rating & review KPIs (e.g., healthy outlet competition).

• Leverage reviews during performance evaluation and for training purposes.

Improve operational performance linked to measureable KPIs

Live Demo(Video: http://bit.ly/localyser)

CLIENT ONBOARDING

PART FOUR

90 Days to Better Results

Account Setup (month 1)

• Establish monitoring & moderation processes

• Identify key roles & account access permissions

• Train the right resources (management, social media agency, field operators)

• Agree on objectives (KPIs include increase in positive reviews, decrease in negative reviews, cost efficiency, impact on NPS, etc.)

Insights & Analysis (month 2)

• Initial reporting, assessment & corrective action plan

• (key trends, customer analysis, negative & positive review drivers and impact on client KPIs)

• Correct & complete store listing data (audit report on listing gaps across the Web)

Positive Review Request Campaign (month 3)

• Positive review request campaign development

• Test, measure & scale review request campaigns

• Develop / integrate always-on trigger communication

• Result so far reporting & recommendations (what KPIs have we started to improve, what other actions are needed)

THANK YOU!www.localyser.com | Official Reseller: sps:digital & sps:hotels |

hello@spsaffinity.com | Tel: +971 566525970