How do you begin to manage your online reputation?
Do you know what your customers are saying about you? How are you handling the constant stream of online reviews and ratings by customers? Are you interacting with prospective customers and actively promoting your brand through social media? Now more than ever, social media and reputation management are an essential component of many industries that impact not just your marketing team, but touch on every aspect of your business as it relates to the customer experience. If you’re not effectively monitoring your online presence, you could be putting your brand at risk.
Keeping on top of your brand reputation can be daunting, especially in this age of social media. With the onset of the many customer review and social media sites, we all know the days of traditional customer satisfaction surveys have passed and consumers now have free-reign to publicly post their experiences and opinions.
The travel industry leads the way in online customer feedback, with all types of travelers leaving detailed reviews on hotels, restaurants and excursions, sometimes before they even reach home. In turn, these review sites are often the first place future travelers visit when planning a trip, and customer reviews carry significant weight in evaluating hotels and determining where to stay. Social media sites such as Trip Advisor, Yelp, Facebook, and Google + have become a valuable source of information for travelers, as well as a place for businesses to interact directly with customers and prospective customers. If your pages are welcoming, informative, responsive, and gives consumers what they want, it can have a huge impact on their decision to book a stay at your property.
Developing a successful presence and reaping the benefits of these types of sites requires a significant commitment on the part of management, however. Assessing customer reviews and sentiments toward a business, managing multiple sites or brands, responding to reviews and posts, converting postings to business, delivering ROI on time spent on Social Media and promoting brand advocates can all add up to a major investment of time and effort.
Travel sites may be the most used by customers these days, but businesses across the board can benefit from using the same reputation management strategies that are worth their weight in gold.
Follow Us
