Free Social Media Monitoring Tool Zeros in on Hotel Reputation Management

You could track what this dog has said about your hotel. Credit: Cheezburger.com

Hoteliers take note — Brand Karma is offering Brand Karma Express, a social media monitoring tool at zero cost. The tool tracks social mentions about your hotel on Facebook, Twitter, and TripAdvisor, all under one roof.

The service looks neat from the video. It basically helps to streamline the customer support and engagement process on social media. Each online conversation/feedback can be assigned to the staff in-charge to prevent awkward double replies. It also helps to document conversations with users (see the main dashoboard, pictured below) to ensure staff don’t play punk and remain professional at all times.

Simrat Sawhney, Product Manager at Brand Karma told us that the company is the only hospitality-focused social media analytics and reputation management firm in Asia. It focuses on the Greater China area, Singapore, and Japan, serving clients like Shangri-La Hotels and Resorts, Langham Hospitality Group, and Marriott International.

The inbox-like "reputation management" dashboard inside Brand Karma Express.

While Brand Karma is at zero cost, satisfied users can upgrade to its paid version to gain more insights about their brand.

It’s an interesting niche, isn’t it? While social media analytics solutions are almost everywhere in the market, it’s interesting to find one that is solely focused on the hospitality industry. There isn’t much differentiation from other social media analytics, though, except for its TripAdvisor tracking. And that makes me wonder what other niches can social analytics fill? Perhaps one for restaurants which tracks comments from Yelp, Dianping, and Hungrygowhere?

Hmmm…