1. Maximizing Resort Image Better Your Winning Percentage Session 6 Tuesday, October 29 12:45 PM – 1:45 PM Your Pit Boss for this session is Dennis DiTinno Kris Jamtaas RCI Fermin Cruz Dial An Exchange Suzanne Harris timeshareAdvisor

2. Maximizing Resort Image Better Your Winning Percentage Monitoring Rating Websites to Increase Resorts’ Public Perception The Mint SOURCE: Four Pillars Hotels in the UK WAYN for the World Travel & Tourism Council, Stikky Media, Tripl, Hotelmarketing.com

3. Maximizing Resort Image Better Your Winning Percentage Monitoring Rating Websites to Increase Resorts’ Public Perception The Mint Kris Jamtaas Pew Research Center, February 2013

4. Maximizing Resort Image Better Your Winning Percentage Monitoring Rating Websites to Increase Resorts’ Public Perception The Mint Support / Follow Up Market Research Engagement Measurement Marketing Measurement Social Monitoring Process Crisis Management

5. Maximizing Resort Image Better Your Winning Percentage Monitoring Rating Websites to Increase Resorts’ Public Perception The Mint Kris Jamtaas Gain understanding of brand perception Assist in product development and program optimization Identify opportunities to engage with owners or prospective customers Measure impact of ongoing reputation management efforts over time

6. Maximizing Resort Image Better Your Winning Percentage Monitoring Rating Websites to Increase Resorts’ Public Perception The Mint Listening OptionsAccess to a wide breadth of rating websites Content discovered in near real-time Accurate topic and sentiment coding Detailed reporting and trending Issue escalation and advice Simple alert tools search a portion of the available content and provide no reporting, trending or analysis Simple alert tools search a portion of the available content and provide no reporting, trending or analysis More advanced sentiment and topic categorization Human content review ensures timely reaction Google Alerts Revinate

7. Maximizing Resort Image Better Your Winning Percentage Monitoring Rating Websites to Increase Resorts’ Public Perception The Mint VoC Framework Social Media Owner Surveys Retention Rates Website Activity TextDialogue Formal / Traditional Informal / Nontraditional

8. Maximizing Resort Image Better Your Winning Percentage Monitoring Rating Websites to Increase Resorts’ Public Perception The Mint TripAdvisor Reviews That Received a Management Response in June 86%

9. Maximizing Resort Image Better Your Winning Percentage Monitoring Rating Websites to Increase Resorts’ Public Perception The Mint * Excluding neutral

11. Facebook, Twitter, YouTube The number one social network “meeting space” in the world is Facebook with over 800 million loyal users. YouTube trails behind this social giant as the second most popular social network, and the third most popular website in the US. Social Media SEO and Booking Engines Give the House the Advantage Blogging, Forums -Tug2.net -Timeshareforums.com

12. What demographic are you trying to reach? What message do you want to send? What information would you like from your consumer (or potential consumers)? What conversation would you like to create? Cheapest Focus Group Session you will ever run Social Networks with a Grain of Salt Social Media SEO and Booking Engines Give the House the Advantage

13. While older users are the minority social site users, the percentage of those 65 and older have more than tripled, from 13% to 43% of those who already use the Internet for other purposes. Addl reference: http://www.lawfuel.com/socialmedia/#sthash.TXUsZulS.dpuf Social Media SEO and Booking Engines Give the House the Advantage

14. Choose someone who knows your business industry and needs. Choose someone that works within your advertising budget. There are SEO providers that specialize in Small Business SEO, Local SEO, National SEO, or Enterprise SEO services. Ask the SEO company about accountability reporting. Do they deliver monthly email reports or provide a log into a dashboard? Understand ALL of the billing structure (recurring fees, one time fees, etc) Ask customer for Case Studies and Testimonials. Understand that Internet Marketing is building an online presence and takes time. Be wary of companies promising top results quickly. Considerations for Search Engine Optimization Services for your business Social Media SEO and Booking Engines Give the House the Advantage

15. SEO tips – just getting started Title Tags: This is one simple yet overlooked piece of any webpage. In the top of your page in the HTML code is the header section. In this section is where different Meta data is stored and read when someone lands on your page. The Title is what is displayed by your search browser as well as what Google lists in a search result as the webpage’s title. REMEMBER: A title tag is THE MOST IMPORTANT SINGLE TAG in your page. It tells the search engines what your page is about. It is vitally important to your SEO strategy.

16. Webpage Meta Description Tag: In the same vein as the Title, you will want to put the same time and attention to the Meta Description. As the name suggests you are describing the page that the user is going onto, what the page is about, about your company etc. Each page will need to have a Title and Description put on them. Webpage H1 Tag: At the beginning of your page, as like in a newspaper, you want to have a heading or something that grabs the reader’s attention to tell them what you are going to talk about. Website XML Sitemap: An xml sitemap is a list of webpage URLs on your website or domain. It tells search engines what pages your website has just in case they couldn’t or have not been able to find them all through the normal link by link website crawls they do. Have Unique Content on Every Webpage: Over the past year Google has been implementing a new update that has impacted a lot of websites on the internet. Codenamed: Panda, this update has hit a lot of websites that don’t have unique content on their site. SEO tips – just getting started

17. Maximizing Resort Image Better Your Winning Percentage Positive Reinforcement from You to Augment Your Resort’s Appeal Draw a Full House Promote Your Online Presence Encourage Feedback Embrace Transparency REAP THE BENEFITS! Suzanne Harris

18. Maximizing Resort Image Better Your Winning Percentage Positive Reinforcement from You to Augment Your Resort’s Appeal Draw a Full House Tips to Get Started –Are you featured on all relevant online networks? –Is your contact information correct? –Do your photos accurately represent your resort? –Are there features and amenities that you are not showcasing?

19. Maximizing Resort Image Better Your Winning Percentage Positive Reinforcement from You to Augment Your Resort’s Appeal Draw a Full House Encourage Positive Feedback - Signage at check-in/check-out - Business cards - In-room tent cards - Post-stay emails & surveys - Newsletters - Meeting notices and billing - Email signatures

20. Maximizing Resort Image Better Your Winning Percentage Positive Reinforcement from You to Augment Your Resort’s Appeal Draw a Full House Embrace Transparency & The Power of Word of Mouth - Build trust and get valuable information - Consumers want to provide feedback to you - Your owners and guests are already reading/writing reviews - JOIN THE CONVERSATION!

21. Maximizing Resort Image Better Your Winning Percentage Positive Reinforcement from You to Augment Your Resort’s Appeal Draw a Full House Reap The Benefits! - Make operational & capital improvements based on data points - Build advocacy - Drive repeat business and referrals