How-To Use TripAdvisor To Build Trust And Loyalty | Pocket Your Shop's Blog. Is your hotel using TripAdvisor? Want to use TripAdvisor to get more guests? Building brand loyalty with your customers is not always easy. But with the massive adoption of social and mobile technology, hotels can now communicate and build trust easier than ever before. In this article, we will discuss how you can start building personal relationships with your guests, and ultimately build brand loyalty. Here is a look at 4 different ways you can start using TripAdvisor to build better relationships with your guests. At first this might seem a little daunting, but this is key in building one-on-one relationships with guests. This will also show other TripAdvisor users (your potential guests) that you value every single one of your guest’s comments and concerns. We chose the Courtyard Marriott in Pasadena, CA as an example below.
While it would be difficult to insert the entire review feed, if you continue through their TripAdvisor profile you will see a trend. What do you think? Like this: 17 Tips for Hotelier to Monitor and Improve Your E Reputation | Ask Alain Classe. Social media, Online reviews, and Search Engines have drastically changed Hotel Business Marketing in the last 5 years. Countless websites exist for the sole purpose of consumers sharing their opinions and experiences with other consumers, in 2011 according to a recent study from Olery they listed 100 Hotel Review Web Sites.
Social Networking takes the phenomena of “word of mouth” marketing to an unprecedented magnitude as we can share with hundreds of friends instantly. Mobile devices put all of these capabilities in the palm of customers hands where there is no limit to when and where they can blurt whatever comes to their minds on Tripadvisors, Yelp or even sharing pictures on Flickr, Pinterest and videos on You Tube of their real-life situtations as they happened in the last Hotel they stayed. Hotel Manager’s Opportunities Hotels Managers have less control of their Property image than ever before, and it’s what is difficult to accept for most of them. My 17 Tips How to handle Criticism. Les 22 applications mobiles pour être un Community Manager idéal. Measuring the impact of online reviews on rate. REPORT FOR THE U.S. —As the realms of sales, marketing and revenue management collide, revenue managers must begin to account for online reviews and ratings in their pricing and yield strategies.
Failure to do so means a failure to leverage all attributes of pricing power, according to panelists Tuesday during a webinar titled “Reputation drives revenue: How traveler reviews affect hotel pricing power.” “Reviews and ratings place such a key role in traveler decisions, that they should therefore play a key role in revenue-management decisions,” said Daniel Edward Craig, founder of Reknown, an online-marketing, social-media and reputation-management firm. To help understand the extent to which reviews should play in those decisions, Chris Anderson, associate professor in Cornell University’s School of Hotel Administration, shared new information from two key studies. (Editor's note: "The Impact of Social Media on Lodging Performance" is now available for download at Cornell's website.)
Tnooz. A slab of Power to the People from InterContinental Hotels Group after it announced a new system to allow guests to leave online reviews against hotel properties. The company has launched Guest Reviews and Ratings across its portfolio of brands this week, available in all properties across the globe in English, German, Spanish and Chinese languages. Central to the new system is the fact that IHG will only allow reviews to be posted after verification with its database of actual previous guests. This, the company says, will ensure readers can read an “unbiased review of a recent guest’s experience”. Reviews are already starting to feature against some of its properties, with 24 posted against its New York Times Square hotel – although many review sections for its hotels are currently empty. IHG’s vice president of web and interactive marketing, Michael Menis, says the company has recognised the reality that 70% of its guests crawl around the web reading reviews before making a booking.
Faux avis : comment des agences pros dupent les internautes | Rue89 Eco. Why General Managers need to be well versed in Third Party Review Sites. « Marshall Alan Associates, Inc. Social networking and review sites have become prominent features in the hospitality industry. Guest experiences on sites such as TripAdvisor have the power to sway a potential customer’s purchase decision, ultimately affecting a hotel’s revenue opportunities. In today’s marketplace, these sites can not be left unmanaged. Given their impact on a hotel’s profitability, General Managers of Boutique and Lifestyle Hotels must understand not only how these sites works but, more importantly, take a vested interest in the reviews themselves, as well as the responses to guests’ comments, using them as their powerful weapon to improve guest care. General Managers must have a basic knowledge of how third party review sites operate and how each site impacts the bottom line.
General Managers should also know the criteria in developing standard operating procedures to manage responses and ensure reviews are communicated internally. Like this: Like Loading... How to respond to hotel reviews. INTERNATIONAL REPORT—Everyone’s got an image to protect. As the hotel industry becomes increasingly subjected to the world of customer reviews, hoteliers have developed a term for protecting that image—it’s called “managing your online reputation.”
A 2011 TripAdvisor survey revealed 99% of hotels plan to respond to customer reviews on the various review channels available today. But Daniel Edward Craig, former GM of the Opus Hotel Vancouver and now an independent hotel consultant, doesn’t buy it. “Last year, only 7% of hotels responded to negative reviews,” he said. Craig said responding to reviews shows travelers hoteliers are listening to what they have to say and that hoteliers are willing to make improvements based on guest feedback. “It’s time-consuming, especially if you get a lot of reviews,” Craig said Thursday during a webinar titled “Improving your Hotel's Online Reputation—Best Practices in Responding to Online Reviews.” “It’s also intimidating. Sources: Keep online review responses in-house. GLOBAL REPORT—Hotel GMs are finding themselves in somewhat of a conundrum when it comes to responding to online guest feedback. Most experts suggest responding to every review—whether positive or negative—to show commitment to customers.
“I think hotels should be responding to all negative reviews and all positive reviews, as long as there is a way to personalize the response,” suggested Michelle Wohl, VP of marketing for Revinate, a software platform that helps hotels and restaurants manage their online reputation. However, as online feedback becomes more common and more websites accommodate it, the demand for management responses is growing rapidly.
Most hotel GMs are already carrying full plates, and finding time to respond to each review is a growing challenge. So managers are faced with a decision: Is it OK to ask for help responding to reviews? And if so, who is the right person or what is the right company to manage the job? Canned responses are a no-no, experts said. Friends and family most influential for hotel, TripAdvisor catches up but apparently social media nowhere. Hotel guests still rely heavily on recommendations from friends and family, but the impact of social media channels such as Facebook and Twitter is negligible.
Or so World Independent Hotels Promotion (WIHP) found in a recent survey of almost of almost 20,000 guests during the second quarter of 2012, asking them how they heard about a hotel. The study was carried out OFFLINE – an important consideration as many surveys are often produced over the web, so more often than not the results are skewed towards those that actively use the internet. The “other” in the study is probably where search engines figure. WIHP ran a similar survey last year, so while the differences aren’t huge they are interesting in terms of what remains a low factor. Here’s a table giving a comparison to the same data from the previous year.
The biggest change year-on-year is TripAdvisor, which increased by 2.2% and has moved up to third position from fourth place in 2011. NB: Hotel welcome image via Shutterstock. E-réputation: les prédictions 2012. Bon autant le dire avant toutes choses, je plaide ici pour ma paroisse. Comme entrepreneur, je me dois d’avoir une vision pour Reputation Squad et donc pour son marché, son écosystème. La voici en ce qui concerne les évolutions que je vois se dessiner pour les prochains mois et qui vont en conséquence façonner une bonne partie de notre stratégie d’entreprise et en particulier nos recrutements et développements technologiques.
Bien sûr, j’en garde certaines pour moi car ce sont celles sur lesquelles je mise pour préserver nos avantages concurrentiels Je tiens à souligner que parmi ces “prédictions”, plusieurs sont des tendances que nous avons déjà pu observer dans notre quotidien d’agence e-réputation. 1- Les réseaux sociaux se professionnalisent et montrent une capacité croissante à respecter la Loi des pays et par la même, la vie privée de leurs utilisateurs 2-Les citoyens se mettent à faire du e-lobbying Une stratégie globale SEO et sociale devient indispensable. Why businesses should be using Google+ Local. Google+ Local, formerly Google Places, is a valuable resource for any retailer looking to use the web to drive offline sales. In a nutshell, it allows businesses to create a listing (via a Google+ page) which will appear next to relevant, especially local, search results.
As more people use smartphones to search for local businesses, a well optimised Google+ Local listing is an essential. This is something I covered in our recent How the Internet can Save the High Street report. Here's why offline businesses should be creating a listing... What is Google+ Local? This used to be known as Google Places, but has since been merged into Google+, as it looks to find more ways to force people to use its social network... By creating a Google+ page and optimising Local listings, businesses can have greater control over how they appear in local search results. For example, if I search for a restaurant near the Econsultancy office, I see these results: Also, when you hover over it, it gets better.