Beating the Competition with Social Media Feedback · • Monitor, protect, and improve your online reputation ... April 20, 2017 18. Confidential + Proprietary. Proprietary & Confidential

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


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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


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


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.


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


Social Media ResponsesSocial feedback is natively available alongside survey responses

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Filter by feedback type

Easily identify feedback source


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


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


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


• 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


• 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


Local Search/Discovery Review Detail ConversionLocal Search/Discovery

Maps


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

Documents

Beating the Competition with Social Media Feedback · • Monitor, protect, and improve your online reputation ... April 20, 2017 18. Confidential + Proprietary. Proprietary & Confidential