Online reputation management is a major issue for hoteliers. A recent study from TripAdvisor found that 93% of accommodation owners believe the future of their business rests in online reviews. If you are in the hotel business, consider the following ways to manage your online reputation:
#1 – Increase your online marketing budget
From travel inspiration to solidifying bookings, the travel industry is now almost exclusively online. It might feel excessive to put aside even more money for your internet budget, but the internet is where the clients come from. Make sure your website is up to date and hire someone to maintain your social media presence and interact with customers.
#2 – Create an authentic bond with your guests
Instead of focusing on how to get rid of any dreaded bad reviews, focus on ensuring that your customers will write great ones! Get to know your customers and go above and beyond for their comfort. A customer is far less likely to write a bad review if they feel a personal kinship. A helpful staff and a personalized welcome letter can go a long way.
#3 – Thank customers for leaving reviews
Customers are much more likely to post about their experience if they feel that they are being heard and that their opinion matters. In fact, 41% of consumers consider a company’s response to an online review to be a signal that the business really cares about its customers. So, drop a little “thank you” in response to each review and you’ll likely find that a little gratitude goes a long way!
Here at Endeavor Social, we use social media to help small businesses strengthen their brand and customer relations. If you’re interested in learning how we can help you, contact us today for a free consultation.