10 Feature Updates to Make Running Review Campaigns Even Easier

This week we're rolling out several new features to the review manager to help streamline your workflows and make it easier to filter through large lists.  

  1. Simplified List Management 
  2. Improved UX
  3. New Workflows
  4. Enriched Exporting


1. Simplified List Management

1a. Clear out customers that you no longer want in the review manager

  • What is it? Ability to select customers and soft delete them from the review manager without losing their event history and timeline. You can also re-add them later and their old status and activity history will repopulate in the timeline
  • How does it help? Remove customers that you don't want to reach out to for reviews to clear out and organize your review manager as your customer list grows.


1b. Clean out your review manager to start fresh with a single click

  • What is it? As you run campaigns over time the review manager continues to build up more and more customers which can make it harder to manage over time.  Eventually, you may get to a point where you just want to start over and from scratch and that's where this nifty new 'start fresh' feature comes in.  Reach out to HTR at any time and we can do a soft reset of your review manager quickly and easily to help you start fresh with your campaigns.
  • How does it help? Reset your review manager to re-start your campaigns and outreach with a clean slate


1c. Streamlined clients tab, filter by status and archived is now unsubscribed (coming 10/13)

The archived tab used to be a place where you could send customers that you didn't want to send further communications to but it showed in the flow of the review manager which was a bit confusing because it meant a customer could have left a review, but they could also be in archived.  Instead, we have deprecated 'archived' and rolled out 'unsubscribed'.

  • What is it? Simplified view of the clients tab now with statuses
  • How does it help? Filter the clients tab by status to get a quick skimmable spreadsheet view of your customers and where they are in the review collection process and also be able to easily unsubscribe/re-subscribe


1d. New customer tags to create and manage segments (coming 10/20)

  • What is it? Create custom tags that you can use to create unique segments of customers in the review manager and filter the review manager by your custom tags.  Import your lists with tags to streamline your workflows and be able to create custom segments.
  • How does it help? Tags allow you to be able to create customer segments to slice and dice your list in any way that you'd like.  Add campaign tags, geographic tags, batch tags, start date tags, property type tags, language tags or anything else you can imagine.





2. Improved UX

2a. Pick up where you left off with ease

Previously when you selected a customer in the review manager the background would scroll to the top of the page making it difficult to find where you left off.  Now, when you select a customer the background customer tile has a selected state to bookmark where you are visually and the page remains static so you can more easily keep your place.  Improvements include: 

  • What is it? Bookmarked state for selected customers 
  • How does it help? Page no longer shifts when clicking into customer timeline detail view so you can more easily keep track while switching between customers


2b. Improved customer selection UX

  • What is it? Previously the bulk select/select all feature would 'select all' that were on the tab.  That meant if you had thousands of users that (1) there would be lag and (2) you couldn't easily move smaller groupings/segments between tabs.  The select all button has been updated to now only select the customers visible on the current page you are on
  • How does it help?  Eliminate lag, more precisely and easily move customers between tabs to simplify your workflows


3. New Workflows

3a. Filter the entire review manager by campaign

When you've run dozens of campaigns and have thousands of customers in the review manager it can get really overwhelming and difficult to figure out how to filter the data to make sense in a way that is actionable, not anymore.

  • What is it? Filter the entire review manager by campaign so you can
  • How does it help? See exactly how a campaign is performing (or performed) so you can take strategic actions to execute personalized followup by segment


3b. Ability to send customers follow-on campaigns (coming 10/20)

  • What is it? Previously, once you ran a campaign to customers there was no way to run another campaign to them.
  • How does it help? Now you can quickly and easily move customers who had been in an old campaign right into the campaign setup tab to be able to send them another campaign


3c. Re-trigger verification emails to customers (coming 10/20)

  • What is it? Manually re-trigger the verification link to be sent to customers with a 'pending' review that hasn't yet verified
  • How does it help? This is particularly helpful if you have a client who left a review but didn't click the verification link and they're saying they never received it. Now you can manually re-trigger it to be sent to them on the spot




4. Enriched Exporting

4a. Export customer statuses to leverage in your own tools

Previously the 'export suppression' list feature only exported (non-anonymous) customers that had left a review.  Now, this export includes all (non-anonymous) customers from all tabs of your review manager along with the tab they're in (aka their status) so you can import this data to your CRM or other external tools.

πŸ† Let the 2022 HotelTechAwards begin!

Its September 1st and the annual HotelTechAwards officially kickoff today! 🏎  🏁 

This is arguably the most important HotelTechAwards competition ever. The last 18-months have seen the hotel industry undergo an unprecedented digital transformation.  During this same period, thousands of hotels around the world have changed ownership (or management) and the hospitality workforce has shifted dramatically.

This game of musical chairs amongst hotel tech buyers is creating opportunities for the top hotel tech companies to pull away from the pack.

What separates the best hotel tech companies from the rest?  That's where the HotelTechAwards come in: using data to measure customer satisfaction, partner ecosystem strength, customer support processes, peer trustworthiness and more to determine the most loved products in hotel tech according to the judges that matter most, hoteliers.

Almost every major hotel tech company from San Francisco to Sydney is registered to compete in this year's awards for a chance to win the most coveted award in hotel tech so make sure to start collecting reviews asap to increase your chances of winning.

Below please find a few tips to help you kick things off strong and as always, if you have any questions along the way feel free to reach out anytime via the live chat on HTR--we're here to help!

👇  Scroll down for week 1 tips 👇


Week 1 Tips and Announcements

  • Live leaderboard and coaching checklist activated: The live leaderboard and coaching checklist are now activated so registered companies can check your eligibility status and current standings in real time and get tips to pick up more points
  • Automated review manager is now unlocked for 30-days: Included with your registration is 30-days of unlimited access to the Automated Review Manager, a tool to help you save time, automate your outreach and collect more reviews.  The review manager is now unlocked in all participants dashboards so if you aren't a Premium Member and don't typically have access to the review manager--make sure to take advantage of it to save time and get off to a strong start
  • Coaching tips coming your way: We'll be sending out tips every few weeks to registered companies to checkin and help you focus your efforts on important milestones to stay on the road to victory.  
  • ✅  First target milestone target...Meet the minimum eligibility requirement of 25-reviews as quickly as possible to get a strong start and set your team up for success (you can check your status in the live leaderboard here)

Learn how to launch an automated campaign

30-day free access ends on September 30, 2021


Phase II: HT Score Poseidon Update is now live

Continued from Phase I: HT Score Poseidon Update

Phase II of the Poseidon Algorthim update is now live.  This means that the new rankings that were only vendor facing in the vendor dashboard in Phase I can now be viewed live on HTR throughout the entire site both the hotelier facing site as well as the vendor dashboard.

If you have any questions about the algorithm updates please refer to the scoring documentation or the Phase I announcement.  If you're looking for personalized tips to improve your reputation, rankings and visibility--check out the Report Card and Coaching Checklist in your vendor dashboard.



When does the 3rd and final phase of the update go live?

The final Phase III update (Client bias variable) will be rolled out with the introduction of the Client Bias ranking signal no later than 11/1.  Per the June 16th update:

Client Bias (aka. Share of Voice). Hotel Tech Report’s policy has historically been to accept reviews from multiple users at a single hotel due to the fact that every user has a unique opinion/viewpoint on software.  Having said that, collecting lots of reviews from only a handful of customers that aren't representative of your overall customer base indicates potential risk of bias.  


What is the client bias update?

We’ll use two hypothetical vendors to illustrate the importance of this algorithm patch: Vendor A and Vendor B. Vendor A has 30 reviews from 30 hotels, Vendor B has 30 reviews from 1 hotel client. 

In this example, you can see that while both vendors have the same # of reviews, this is not an apples-to-apples comparison when it comes to credibility and install base since Vendor A has 30 verified hotel clients and Vendor B has only 1. 

The Share of Voice variable will help identify potential client selection bias (aka. cherry picking) that can arise if a vendor is strategically only asking for feedback from a select number of clients versus reaching out to their full install base.


Who will be impacted by the client bias update?

Most companies will not be impacted by this update.  The only companies that will be impacted will be ones who have selectively sought to only seek feedback from lots of users at a small sample of client hotels.

*Note: You can still get a handful of reviews from a single property; however, if all of your reviews are coming from a small amount of properties the algorithm will identify this as potential cherry picking/gaming and your score will be impacted as a result

What can we do to maximize our score for the client bias update?

Just make sure you are reaching out organically for feedback to your client base instead of cherry picking select clients.  Also, take note that while you may certainly collect a handful of reviews from different users at a given hotel--if your strategy has been to try to game the system and collect tons of reviews from a single hotel (or small number of hotels) this will be identified by the algorithm update and your score will be impacted.  Hopefully it goes without saying but...make sure you're review collection is organic, representative and diverse and you are not trying to game the system by gathering lots of a reviews from only a few select clients.  

Phase I: HTScore Poseidon Update Rollout

Phase I of the HTScore Poseidon Algorithm update that was announced back in June is now live.  

Phase I of the rollout gives vendors a chance to see potential impact to their rankings and what they can do to improve before the site wide rollout to all users.  In Phase I vendors have the opportunity to see their new scores privately via their Reputation Report Card and Awards Live Leaderboard and get personalize tips to improve your score before the public rollout later this month (late August) via the Coaching Checklist in your vendor dashboard.

As a reminder, for the next few weeks during Phase I the updated rankings and scoring are only visible to vendors privately via the vendor dashboard and the awards leaderboard to make sure you have plenty of time to check your impact and take any necessary action (if needed) in advance of the update officially going live on the site.




FAQs

Will my ranking and scores be impacted?

While most companies' scores won't be heavily impacted, companies who don't have recent reviews of their products may experience significant drops in ranking and scores.  

How will I know if my HTScore or ranking will drop significantly due to the update?

Head to the Reputation Report Card in your vendor dashboard to check your HT Score and ranking relative to what you see on the front end (ie. your profiles or category pages) of HotelTechReport.com. 

See how to check your score impact


If our products look like they will drop in score or rank after the update goes live, what can we do to mitigate this?

Not to worry, this is exactly why Phase I exists to give your team time to know what to expect and pre-empt any unexpected or undesired changes.  The first thing you'll want to do is review the Coaching Checklist in the Reputation Report card which is sorted by potential impact (most important at the top).  The main reason for companies dropping in score or rank with this update is due to inactivity and lack of recent reviews so this is an easy one to fix and HTR has several resources available to help Basic Members and Premium Members quickly and easily collect recent reviews.

When will the update officially go live to the rest of the site (Phase II)?

Phase II will go live towards the end of August providing vendors several weeks of additional prep time leading into the official rollout to check their impact and collect reviews to mitigate any potential drops in scores/ranking due to inactivity.

πŸ’§New eBook Drop: What do telemedicine, remote work and NFTs have in common?

Telemedicine, remote work, cryptocurrencies, NFTs, mobile ordering...what do all of these have in common?

Each of these trends were inevitable tech enabled shifts in the way we interact and collaborate as a species whose adoption was vastly accelerated by COVID-19.

But while rapidly changing regulation, limited staffing and required physical distancing highlighted the importance of technology to survive in the face of uncertainty, what hoteliers across the world realized is that the benefits of leveraging technology to attract more customers, communicate more seamlessly and improve efficiency stretch far beyond COVID.

👉 Download the 2021 Market Leaders Report

We created this free report packed with data driven insights, product rankings, trend analysis and tons of additional free resources to serve as a primer to all things digital to inspire HTR’s global community of hoteliers as you prepare for the recovery.

Whether you’re looking to adopt contactless checkin to make guests feel more at ease upon arrival, find a channel manager to tap into new distribution channels, upgrade to a modern PMS so you don’t have to kick the hood three times and blow on the steering wheel to check a guest in (joking…kind of) or you're just looking for a resource to share with your team to help them get more familiar with the top tech tools that are available—this report has it all.

πŸ† Top Hotel Tech Products of the Year Announced

Running a hotel is hard and 2020 was the most challenging year in history.

But with every crisis comes opportunity and here at Hotel Tech Report, we've spent the last 3-months scouring the globe for the best tech products to bring your hotel back stronger than ever in 2021.

During the 3-month 2021 HotelTechAwards period, 318,466 hoteliers across 127 countries visited Hotel Tech Report and spent more than 3,000 hours contributing 10,227 verified hotel software product reviews to help you save time, make better vendor decisions and determine the best hotel tech products of the year.

HTR's community of hoteliers from the world's leading hotel companies surfaced innovative products ranging from contactless check-in solutions and next-gen guest messaging all the way to automated revenue management systems and business intelligence software.

We are excited to share with you the best hotel tech products of 2021!

View the full announcement eblast

Winners Guide to the Final Week of the HotelTechAwards!

HotelTechAwards final week game face be like...

It's the final week of the 2021 HotelTechAwards and things are really heating up 🔥 with tons of close races!

By now you've had 13 weeks to collect as many reviews and bonus points as possible, but to help you into the final stretch we've put together a guide to help you pick up last minute bonus points and maximize your chances of winning with recommendations for each day of the final week.

  • 🗓 Tuesday December 8: Launch Your Final Review Campaign!
  • 🗓 Wednesday December 9-10: Submit Verifications for Unverified Reviews
  • 🗓 Thursday December 10: Max Out Your Partner Recommendations & Integrations
  • 🗓 Friday December 11: Make Sure Your Team Has to Completed the Company Culture Survey
  • 🗓 Monday December 14: Final Checkins and Report Card Audit
  • 🗓 Tuesday December 15: Awards End, Data Freeze & Dark Period!




🗓 Tuesday December 8-9: Launch Your Final Review Campaign!

The most successful review campaigns include at least one followup and are launched on a Tuesday or Wednesday (check best practices) so with only 7-days left, if you're going to run a final campaign--today's the day! 

🧮  Review Volume Impact & Milestones

  • Minimum review threshold: Meet the minimum review threshold in your category to make sure you aren't penalized for being under the category average
  • Customer Advocates Bonus: Get the most reviews in your category to earn the Customer Advocates Bonus
  • Geographic Reach bonus: Get 5 or more reviews from 3, 5 or 7 countries to hit Geographic Reach bonus milestones
  • Tie Breakers: In races where two companies have the same amount of points when data is exported, ties are broken based on the product with the most reviews

🚀  Resources to Boost Your Review Volume

  1. Review Campaign Best Practices
  2. Top Ways to Collect Reviews for Basic Members
  3. How to Setup Automated Review Campaigns
  4. Pre-written Copy/Paste Starter Templates
  5. How to Motivate Your Team with an Internal Contest


🗓 Wednesday December 9-10: Submit Verifications for Unverified Reviews

In most cases users verify their review simply and easily right away by clicking the verification link but in some cases a hotelier may just forget or accidentally not click the verification link.  On December 9-10 the Review Manager will be unlocked for all participants to be able to submit manual verifications for reviews that were rejected. 

👉 Click here to learn how to get unverified reviews verified




🗓 Thursday December 10: Max Out Your Partner Recommendations & Integrations

Partners are a critical part of the hotel tech stack and ecosystem and you earn bonus points for the strength of your partner ecosystem via (1) verified integrations and (2) partner recommendations

🧮  Impact & Milestones

  • Verified Integrations: Make sure to list and verify each of your integrations.  Milestone bonus points awarded when you meet the average number of integrations and when you become the most integrated product in your category
  • Partner Recommendations: Reach out to partners to request partner recommendations.  Earn bonus points when you achieve 5, 10 and 15 partner recommendations for your product

🚀  Resources to Maximize Your Partner Ecosystem Points

  1. What if a company won't verify our integration?
  2. Inviting an Unlisted Integration Partner
  3. Hotelier Reviews vs. Partner Recommendations
  4. How to get partner recommendations (copy/paste template inside)




🗓 Friday December 11: Make Sure Your Team Has to Completed the Company Culture Survey

Remember, the Company Culture bonus is awarded to companies who make the 10 Best Places to Work list and is added off-platform after data is exported.  While these bonus points are nominal, they can be MAKE OR BREAK IN CLOSE RACES!

  • If your company makes the list...you get bonus points for Company Culture
  • If your company doesn't make the list...NOTHING HAPPENS!

You have nothing to lose so its worth a chance and can be what 

👉 Click here to get the company culture survey to send to your team



🗓 Monday December 14: Final and Report Card Audit

Hopefully by now you've done everything in your power to maximize your points so today is a good day to just check your Reputation Report Card to see if there are any last minute bonus points you can still pick up for any of your products.

👉 Check Your Reputation Report Card




🗓 Tuesday December 15: Awards End, Data Freeze & Dark Period!

👉 Key Dates, Rules & Processes Leading into the Announcement of Winners

Final Stretch of the 2021 HotelTechAwards

On December 15th, the 2021 HotelTechAwards period comes to an end and all companies will have had a full 14-weeks (Sept 1-Dec 15) to earn as many points as possible per the competition scoring rubric.  Please note that to ensure a fair competition for all participants, the December 15th deadline is firm and final with NO EXCEPTIONS.  


Upcoming Dates to Keep in Mind

  1. ✅  December 9-10 Review Inbox Access Period
  2. 🏁  December 15: Competition Deadline
  3. 🧮  December 16-18: Analysis and Data Audit
  4. 🌚  December 21-31: Winner Determination + Go Dark Period
  5. 🤫  First week of January: Winners Notified
  6. 🥇  Tuesday January 12, 2020: Public Announcement of Winners

Learn more about what happens on December 15th after the cutoff deadline


HotelTechAwards Home Stretch FAQs

  • (Q1) Will the review manager be unlocked again to submit last minute verifications for reviews where the user didn't click the verification link?
  • (Q2) What should I be focused on leading into the final stretch of the awards?
  • (Q3) If I'm showing in 1st place in the leaderboard on December 15th @ 5pm when data is frozen does that mean I've won my category?

Check out the answers to the FAQs




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