Online Reputation Management…In Consultancy, Social
We’re fortunate that many of our clients understand the importance of managing their online reputation. Review sites such as TripAdvisor can critically influence a customer’s purchasing choice, but not every business understands how to maximise this potential. It’s estimated that 1 in 3 travellers check out your business’ reputation online before they book with you. Origami Media are specialists in harnessing the power of review sites to promote hospitality and tourism based businesses. Get in touch if you’d like to explore the opportunities they present for your business. Or read on…
Why is it important to monitor what’s being said about your business online?
Monitoring the collective opinion of your market is an effective way to gain competitive advantage. Having a strategy in place to improve or reaffirm the market perceptions of your business is essential in this digital age. Origami Media can help you build and manage this strategy.
What impact does it have on the market?
When your market see that you’re listening to them, through the likes of TripAdvisor management response functions for example, this influences their feelings of trust. They see that you recognise and take care of your online reputation, and they are therefore more likely to stay with you. When you influence the attitudes of potential guests in this way, you’re more competitive and you’re more likely to offer better service standards as a result.
In stories we trust…
It will always occur to your potential guests that there may be a gap between the standards of service and facilities you promise on your website, their expectations and what you actually deliver. Reviews on TripAdvisor and Facebook go some serious way to negating any concerns. Now more than ever customer conversations about your business must be managed, as millions of potential customers are also watching. The stories of other travellers will make your guests feel more confident in their accommodation booking decisions.
Isn’t this just for big brands with marketing departments?
Absolutely not. We believe that TripAdvisor actually levels the playing field between big hospitality chains and the small independent ski chalet. Everyone is equal in the eyes of your customer and every review has the potential to influence the market. It’s important that every member of your team has an understanding of why your online reputation will impact the future of your business, and we believe that smaller businesses are better able to manage this.
Playing the TripAdvisor game…
You’re probably thinking that you already have your hands full managing your Facebook, Twitter and Instagram. The reality is, social media has made your customers your marketers and you can’t ignore them, regardless of whether their feedback is good or bad. Your TripAdvisor ranking is determined by three aspects – the quantity of reviews for your business, their recency and the level of quality that they indicate. It’s therefore essential that you solicit reviews for your property – if your standards are high, you’ve no need to fear TripAdvisor. Origami Media can help you identify ways to encourage your guests to share their experiences with the TripAdvisor community.
The dreaded ‘Management Response’ feature
Adding your voice to the conversation has never been more essential. Or effective. Good or bad, you must comment. Negative reviews should be treated with respect. Offer your side of the story by all means, but also explain what you’ve done to solve any reported problems. Always highlight the positives and end the conversation by reassuring future guests. This is the most effective thing you can do to manage your online reputation.
Five things to check on your TripAdvisor profile right now…
1 – Do you have a TripAdvisor widget on your website?
2 – Have you signed up for Review Alerts?
3 – Are there any reviews awaiting your Management Response?
4 – Are you sharing your positive reviews on other social media?
5 – What is the market saying about your competitors?
Origami Media are skilled and experienced in the management of TripAdvisor strategies and we’d love to talk to you about how your business can benefit from a review of your online reputation. Take a look at the Hotel Chamois d’Or in Les Gets as one example. Just five weeks after taking over the management of the hotel’s TripAdvisor strategy, the property was ranked as #1 in Les Gets. The volume of new business as a result of this accolade is staggering.