Podcast

In this episode of the Suite Spot, we celebrate another hotel digital marketing innovation created by Travel Media Group’s product development team led by VP of Product & Technology, Jason Lee. Host Ryan Embree is joined by Jason to discuss 1st Impression Score®, a first of its kind hospitality and reputation metric.
Jason shares what separates 1st Impression Score® with other reputation metrics in hospitality and why it was necessary to create it now. Jason explains the 4 factors that impact the 1st Impression Score® and gives tips on what a hotel can do to improve their score. Jason and Ryan also speak to what role traveler first impressions play in a COVID-19 travel world. The TMG 1st Impression Score® is a powerful tool that hotels can use to see how reputation influences revenue in real-time.
If you are interested in learning more about unlocking your hotel’s 1st Impression Score® or to submit a question for future episodes, call or text 407-984-7455.
Suite Spot Podcast · 50 - 1st Impression Score™
Episode Transcript
Our podcast is produced as an audio resource. Transcripts are generated using speech recognition software and human editing and may contain errors. Before republishing quotes, we ask that you reference the audio.
Ryan Embree:
Welcome to Suite Spot where hoteliers check in and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Hello everyone, welcome to another episode of the Suite Spot. This is your host, Ryan Embree coming to you once again from my home office here in Orlando. We've got a great and exciting episode for you. I am joined, once again, remotely with Travel Media Group's Vice President of Product Development and Technology. You know his voice well, that is Mr. Jason Lee. Jason, thank you again for joining me on the Suite Spot.
Jason Lee:
Alright, thanks for having me Ryan.
Ryan Embree:
Absolutely and we've got a really exciting topic today, another innovation and digital tool for hoteliers that we're extremely excited to talk about and share with you all on the Suite Spot. I want to start this episode by congratulating you, Jason, you and your team on creating this tool. It's called the 1st Impression score. It's one of a kind, but you know, don't let me explain it. Let's hear it from you. What is the 1st impression score for someone that's never heard of that before?
Jason Lee:
So it's a brand new metric at looking at reputation. So if you think about reputation, for those of you listening to this, if you're using a tool that's provided by your brand or are you using some other tool or maybe even using Travel Media Group's tools, you're used to seeing reputation given to you as it occurs, right? So I receive a review, the contents of that review, the score of that review, all of that kind of comes in. So I can see my last 30 days, here's how many reviews came in, here's some sentiment data possibly around this, and so you're seeing reviews in time, right? But that is not how the guest experiences your reviews, the guest experiences your reviews as they display, as they show, right? So, I see your lifetime score in one phase of my research, but then I might encounter your actual reviews on that first page of the review site. So now I'm looking at the lifetime score and I'm also looking at further data on that first page, but that first page worth of reviews could have nothing to do with the last 30 days or even 60 days. And now even in this time, it could have nothing to do with the last 90 days, right? So that data that's there is influencing guests to stay with you or not stay with you and that has nothing to do with traditional modeling of reputation. And so we developed 1st impression score, we developed it, by the way, long before COVID we'd been working on this for awhile. And this metric is brand new, so it is a completely new way of looking at it. We call it 1st impression because it truly is the guest's impression of your repu...
0 Comments
0 Upvotes