“Over the past few months, we now sit at No. 2 of 10” in terms of the competitive set, Douglas Glen, The Landmark Bangkok General Manager, told me during a recent interview. “[That’s] a very positive sign for us that I believe proves that responding to TripAdvisor and using Review Pro does work.” Glen took over management of the 1980s-era Landmark Bangkok about one and a half years ago. When Glen arrived in the vibrant city, he was already a firm believer in using social analytics to assess performance, perceptions and financial potential – and instill a customer-centric culture in employees. “You need to manage that system, or ignore it at your own peril,” Glen said. Glen first began using ReviewPro at his former job as hotel manager at The Landmark London property. He appreciated using it to “really drill down into the analytics to gain more insight…(and) see where you’ve been succeeding very well as a team and where you’ve really got to improve.” When he moved east to the sister property, he found the tool’s insights about the performance of his hotel – and competing hotels – too important to give up. One of the biggest challenges the hotel had to overcome were the steady stream of complaints related to Wi-Fi. “Now,” he told me, “these complaints are gone.” To learn how Douglas Glen overcame challenges such as inadequate Wi-Fi, lackluster handling of reviews and mounting competition to achieve higher revenue per available room, download the case study now. Download the complete report at ReviewPro (free registration)