Case Studies
University Studies
REVIEWS, REPUTATION, & REVENUE: THE CASE STUDY OF YELP.COM
DO ONLINE CONSUMER REVIEWS AFFECT RESTAURANT DEMAND? I INVESTIGATE THIS QUESTION USING A NOVEL DATA SET COMBINING REVIEWS FROM THE WEBSITE YELP.COM AND RESTAURANT DATA FROM THE WASHINGTON STATE DEPARTMENT OF REVENUE.
THE IMPACT OF SOCIAL MEDIA ON LODGING PERFORMANCE - CORNELL HOSPITALITY REPORT
SOCIAL MEDIA HAS BEEN TOUTED AS HAVING AN INCREASINGLY IMPORTANT ROLE IN MANY ASPECTS OF THE HOSPITALITY INDUSTRY, INCLUDING GUEST SATISFACTION AND PROCESS IMPROVEMENT.
What Matters Most to Your Guests: An Exploratory Study of Online Reviews
This research examines over 95,000 reviews and ratings for 99 independent, high-end hotels and resorts and highlights the importance of the hotel industry’s core product - consistently providing excellent service supporting a comfortable, well-appointed room.
THE WELFARE IMPACT OF CONSUMER REVIEWS: A CASE STUDY OF THE HOTEL INDUSTRY
PLATFORMS SUCH AS YELP AND TRIPADVISOR AGGREGATE CROWD-SOURCED INFORMATION ABOUT USER EXPERIENCES. WE ANALYZE THEIR IMPACT ON THE HOTEL INDUSTRY USING A PANEL OF HOTEL PRICES, SALES AND REVIEWS.
WHAT ARE THE EFFECTS OF SOCIAL MEDIA ON FORTUNE 500 COMPANIES?
FORTUNE 500 ARE BULLISH ON SOCIAL MEDIA: BIG COMPANIES - GET EXCITED ABOUT GOOGLE+, INSTAGRAM, FOURSQUARE AND PINTEREST
ANALYZING THE EFFECTS OF SOCIAL MEDIA ON THE HOSPITALITY INDUSTRY
THE PURPOSE OF THIS PAPER IS TO STUDY THE EFFECTS OF SOCIAL MEDIA ON HOSPITALITY MARKETING STRATEGIES FROM THE PERSPECTIVE OF A CONSUMER.
iResponze Studies
Case Study I
- 314 room Full Service hotel in the Washington DC Market
- Respond within 24 hours of comment postings on TripAdvisor®
- Increase number of guest comments on TripAdvisor®
- Real time “service recovery”, increase online reputation
- Increase Global Review Index™
- Responded to 96.4% of the comments on TripAdvisor® within 8 hours of posting
- Increased number of responses in TripAdvisor® by 67.7%
- Increased number of guest comments by 33.4% and Social Media mentions by 39.2%
- Real time “service recovery” completed prior to guests checking out
- Increased Global Index™ by 6.7% when the Comp-set went down by .2%
Case Study II
- 94 room Select Service hotel in Greenville, SC
- Respond within 24 hours of comment postings on TripAdvisor®
- Increase number of guest comments on TripAdvisor®
- Increase Global Review Index™
- Responded 100% of the comments on TripAdvisor® within 8 hours of posting
- Increased number of responses in TripAdvisor® by 5.5%
- Increased Global Index™ by .1% when the Comp-set went down by .2%
Case Study III
- 280 capacity, mid-priced restaurant located downtown Greenville
- Respond within 24 hours of comment postings on TripAdvisor® and Yelp®
- Increase number of guest comments on TripAdvisor, YELP® and mentions with feedback on UrbanSpoon and OpenTable™
- Increase Global Review Index™
- Gather information of our competitors and use it to benchmark against
- Reputation control and management
- Responded to 98.1% of the comments on TripAdvisor® & YELP® within 8 hours of posting
- Increased number of responses in TripAdvisor®by 5.5%
- Increased number of guest comments by 8.3% on TripAdvisor® and by 5.7% on YELP®, 77.8% on UrbanSpoon and OpenTable™
- Increased Global Review Index™ by 6.7% when the Comp-set went down by -2.3%
- Now have information of competitors to be able to analyze and benchmark against
Case Study IV
- 202 suite Full Service hotel located in Marietta, GA
- Generate group leads for need periods
- Monitor conversations regarding the Competitor to shift share
- Uncovered an in-house group was dissatisfied with their group needs at a competitor
- Sent lead to the General Manager with the contact information of the person posting the comment
- General Manager contacted the source and re-located the entire in-house group from the competitor to his hotel