{"id":88512,"date":"2025-02-04T16:34:17","date_gmt":"2025-02-04T23:34:17","guid":{"rendered":"https:\/\/inmoment.com\/customer-stories\/solotel-increase-in-online-reviews\/"},"modified":"2025-02-04T17:41:57","modified_gmt":"2025-02-05T00:41:57","slug":"solotel-increase-in-online-reviews","status":"publish","type":"customer-stories","link":"https:\/\/inmoment.com\/en-nz\/customer-stories\/solotel-increase-in-online-reviews\/","title":{"rendered":"Solotel Group Captures a 129% Increase In Online Reviews"},"content":{"rendered":"\n

In the bustling hospitality landscape of Sydney and Brisbane, where venues vie for attention and patronage, keeping a first class online reputation is not just a luxury but a necessity. Solotel Group<\/a>, a prominent player in the hospitality industry with 26 distinct venues, recognised how important this is and embarked on a transformative journey utilising Pearl-Plaza\u2019s online reputation management platform<\/a> to revolutionise their customer feedback processes to revolutionise their customer feedback processes.<\/p>\n\n\n\n

The Quest for Social Proof<\/h2>\n\n\n\n

Solotel Group understands that in an era dominated by digital interactions, customer reviews have an unparalleled influence. In fact, reviews serve as the modern-day embodiment of social proof, shaping perceptions and driving consumer behaviour.<\/p>\n\n\n\n

Put simply\u2014when you launch a new venue, you need to have enough online social proof to inspire patrons with confidence that they\u2019ll have a good experience. For the \u201cearly adopter group,\u201d of patrons, online reviews are critical for inspiring confidence. Pearl-Plaza\u2019s online reputation management platform emerged as Solotel Group\u2019s ally in achieving this goal.<\/p>\n\n\n

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Reputation Management Microsurvey<\/em><\/figcaption><\/figure><\/div>\n\n\n

Utilising microsurveys<\/a> is another way Solotel Group found success capturing reviews. There might be a group of people who want to give feedback, but don\u2019t want to give it publicly. By implementing a 2-3 minute microsurvey after every booking, this lowered the barrier and reduced the friction of providing feedback. This is what makes Solotel\u2019s program stand out\u2014they didn\u2019t just ask for reviews, they asked for feedback first, and then asked for reviews as a follow up. The result? More than 129% uplift in response volumes over twelve months!<\/p>\n\n\n\n

Integrating CX into the Heart of Operations<\/h2>\n\n\n\n

Solotel\u2019s approach to integrating reputation management into their existing business processes was both strategic and customer-centric. In most cases, managing online reviews falls into the lap of marketing or PR teams\u2014but Solotel took a different path. They empowered their general managers (GM)\u2014the frontline ambassadors of their venues\u2014 to respond to every single review.<\/p>\n\n\n\n

Why general managers? Because, as the Solotel Group understands, customers are the voice of their business. By immersing their GMs in the feedback loop, Solotel ensured that customer insights became integral to their decision- making processes.<\/p>\n\n\n\n

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Here\u2019s an example\u2014it\u2019s quite common for patrons to leave reviews about negative experiences with security teams\u2014 the frontline face of these venues\u2014even though they are usually hired as third party contractors. If online reviews show a consistent problem with security, the general managers of these venues will see the problem in real time, and can address the concern directly with the contractors. Whether it\u2019s addressing security concerns or fine-tuning service offerings, every aspect of individual venue operations is now informed by the voices of their patrons.<\/p>\n\n\n\n

Driving Measurable Improvements Through Microsurveys<\/h2>\n\n\n\n

The impact of reputation management on Solotel\u2019s perfor- mance is not merely anecdotal; we can actually quantify the impact. Leveraging innovative features like microsurveys, Solotel witnessed a significant uptick in feedback volume\u2014 from 4,138 reviews in 2021, to 9,384 in 2023\u2014that\u2019s a 129% increase! These microsurveys, strategically deployed after every booking, provided invaluable insights into cus- tomer sentiment, enabling Solotel to fine-tune their offer- ings and enhance customer satisfaction.<\/p>\n\n\n\n

To top it off, by doubling their feedback volume, Solotel gained confidence in the authenticity and reliability of the data they collected. As the Solotel team rightly pointed out, \u201cbehavioural data is unfakeable,\u201d and the reputation management platform enabled them to capture genuine insights that traditional surveys often miss.<\/p>\n\n\n\n

Gaining a Competitive Edge<\/h2>\n\n\n\n

For Solotel Group, the Pearl-Plaza Platform transcended its role as a mere reputation management tool; it became their compass for customer-centricity. While they didn\u2019t engage in traditional competitor analysis, the online reputation management tool served as their eyes and ears, offering unparalleled insights<\/a> into customer preferences and pain points. Armed with this knowledge, Solotel remained agile and responsive, always staying one step ahead in the competitive hospitality landscape.<\/p>\n\n\n\n

Measuring ROI Beyond Numbers<\/h2>\n\n\n\n

Whilst quantifying ROI in the brick-and-mortar realm can be challenging, Solotel now has data to back up its strategic business decisions\u2014and the business can point to the volume of reviews as a tangible metric of success. By harnessing the reputation management platform to amplify their online presence and foster customer engagement, Solotel not only enhanced their brand reputation but also solidified their position as industry leaders.<\/p>\n\n\n\n

Empowering Future Success<\/h2>\n\n\n\n

With artificial intelligence (AI)<\/a> taking every industry by storm, we know it\u2019s the businesses that spend the time to automate processes that will thrive in the next wave. To this end, Solotel reflects on its journey with Pearl-Plaza that has empowered the business to embed customer-centric practices into the core of operations.<\/p>\n\n\n\n

This could have only been done with active involvement from the operations team.<\/p>\n\n\n\n

Solotel Group\u2019s partnership with Pearl-Plaza exemplifies the transformative power of embracing customer feedback and leveraging cutting-edge technology to drive business success. As the hospitality industry continues to evolve, Solotel stands as an example of innovation and customer- centricity\u2014a testament to the profound impact of Pearl-Plaza\u2019s reputation management platform<\/a> in shaping the future of online reviews.<\/p>\n","protected":false},"featured_media":88479,"template":"","meta":{"_acf_changed":true,"footnotes":""},"categories":[1047],"industry":[1067],"region":[260],"class_list":["post-88512","customer-stories","type-customer-stories","status-publish","has-post-thumbnail","hentry","category-reputation-management-en-nz","industry-hospitality-en-nz","region-apac-en-nz"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/customer-stories\/88512","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/customer-stories"}],"about":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/types\/customer-stories"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/customer-stories\/88512\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/media\/88479"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/media?parent=88512"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/categories?post=88512"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/industry?post=88512"},{"taxonomy":"region","embeddable":true,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/region?post=88512"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}