My reputation Dashboard - online reputation management
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Online Reputation management (Webcare - Brand management)


What is reputation management?

Source Wikipedia: Reputation management is the practice of monitoring the reputation of an individual or brand, addressing contents which are damaging to it, and using customer feedback solutions to get feedback or early warning signals to reputation problems. Most of reputation management is focused on pushing down negative search results. Reputation management may attempt to bridge the gap between how a company perceives itself and how others view it.

 

The reputation of a company is based on the perception of its hotel guests who express there feedback on social media, review sites, media and word of mouth. Managing your online reputation is important for various reasons:

 

1. 93% of the hotel guests are influenced by online reviews and select hotels with high(er) scores on hotel review sites

2. High scoring hotels attract guests like a magnet

3. The attraction of the hotel is also improved for new talent and investors

4. High scoring hotels have motivated staff - engaged and motivated employees provide for a better hospitality experience

 

The online reputation indicates the level of guest satisfaction. The online hotel software from My Reputation Dashboard offers an excellent tool for online reputation management and brand management.

 

   

Reviews - Opportunity or Threat?

An unjustified bad review on TripAdvisor or Zoover is annoying but one could say in general that the averages of all review sites expresses a realistic guest perception and guest satifaction for your hotel. Negative reviews provide valuable information for an improvement process in your organization and positive reviews are just ... positive!  Your digital reputation also creates significant opportunities for improving your business.

Online reviews are there to stay and will only become more important in the decision proces of hotel guests. Online reviews are driving more bookings than location or price. Whether you like it or not - a pro-active approach is necessary! And its not always about curing the negative reviews but also about accentuating your positive reviews!

 

Source hotelierfocus.nl

Whether ornot you like hotel review websites, your business is increasingly depending on it. Yet many hotels do not actively monitor their reviews and online reputaion and don't respond to reviews posted. And even if hotels comment on reviews its not always constructive or in the right tone of Voice. Lucy van Alphen, Managing Partner of A Sense Hospitality, gives her opinion on responding to reviews. (Dutch article)

 

Findings Michael Luca Business School Study - Impact of reviews on restaurant revenue

Luca studied the effects of Yelp ratings on the revenue of restaurants and discovered several interesting findings.  Studying the relationships of restaurants' revenues to their Yelp reviews in Seattle over a period from 2003 to 2009, he found a significant relationship between a restaurant’s average rating and revenue. Read full article:  impact of reviews on restaurant revenue.

 

Findings Cornell University - Bron Cornell

Second, transactional data from Travelocity illustrate that if a hotel increases its review scores by 1 point on a 5-point scale (e.g., from 3.3 to 4.3), the hotel can increase its price by 11.2 percent and still maintain the same occupancy or market share read more

The impact of your online reputation score: source Cornell

Opportunity - Free Guest Satisfaction programme!

Why execute expensive and time-consuming guest satisfaction programmes instead of using free reviews supplied daily by sites like TripAdvisor, Zoover, Booking.com and others.

 

  • Daily manage your reviews
  • Respond to reviews as soon as possible
  • Inform your employees and departments timely about both positive and negative reviews
  • Working on product improvement and raise your guest satisfaction
  • Use positive reviews in your own communication
  • Take an active approach to ask for reviews

 

For more information please contact us!

 

 

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