My reputation Dashboard - online reputation management
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Reputation Management Tips by My Reputation Dashboard

My Reputation Dashboard provides you with some of the most effective online reputation management tips. The best tip is to provide great customer service. Happy hotel and restaurant guests will be adding lots of positive reviews and your online reputation score will increase over time.

 

Webcare and Brand Management are other words also used in Reputation Management - it all involves actively monitoring your online reputation. The hospitality industry (Hotels & Restaurants) is increasingly shaped by reviews on 3rd party websites such as Booking.com, Zoover, TripAdvisor etc.

 

Wikipedia:

Webcare is defined as the act of managing online interactions between a company and a customer. Online users can often be left confused when navigating pages or are ignorant of all features. This can lead to dissatisfaction and the loss of customers for an online company. The goal of webcare is to improve relationship quality with the customer or start a new relationship.

 

Online Reputation Management Tips

  • Do not only respond to negative reviews, but also on positive reviews
  • Sign up for Google Alerts
  • Respond immediately ( preferably the same day )
  • Ensure that team members are aware of reviews that are relevant to their department
  • Check from time to time your competitors - why they score higher / lower?
  • Analyze trends and adjusts product, price or service where necessary
  • Reward positive reviews by ie a message on your facebook page
  • Use positive reviews in your communications (web, social )
  • Be personal - make each response unique and don't use standard responses
  • Ensure that promises communicated to the customer are actually excecuted
  • Always be polite and " hospitable " - especially in response to negative reviews
  • Make sure that one or two employees are responsible for managing the online reputation.  Assign responsibility to an employee who knows the company well, has great language skills and social media knowledge.
  • Finally - use hotel reviews to imrpove your guest satisfaction and become more profitable!

Review scores determine your ADR, Occupancy Rates and Restaurant Revenue!

Research shows that when a hotel raises the score by one point raised in ie TripAdvisor then the hotel may raise the room rate by 11.2% and retain the same occupation. Without a price increase a 1 point increase leads to an increase of in occupancy of 0.54%. In recent restaurant studies of Michael Luca studying the impact of restaurant reviews on yelp it was evident that increase in guest satisfaction could increase restaurant revenues by up to 9%.

 

Source: Ehotelier.com

 

 

 

 

 

 

 

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