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  • Canadian social media influencer Siya Zarrabi taking photos in seal skin clothes near Ilulissat in Greenland

How to Manage your Online Reputation

Your company is being talked about whether you like it or not. It’s up to you to be part of the conversation.

WHAT IS AN ONLINE REPUTATION?

It’s how your company looks to the entire world of potential travellers that use the Internet for travel-related inspiration and information. Thanks to rating sites such as TripAdvisor, Booking.com and Yelp, for example, any visitor who has stayed at your hotel, taken a day tour with you, eaten at your restaurant, etc. can share their experience – good or bad – through reviews on the Internet that all the world can see.

Guests can share their experience - good or bad - through reviews on the Internet that all the world can see.

Continues further down the page...

REPUTATION MATTERS

There has been a global social shift in which people trust what strangers say, when enough of them say the same thing. For example, if your restaurant is rated 4.5 out of 5 stars based on 500 visitors’ reviews, a potential traveller will take their word for it.

Essentially, this means that a single visitor’s good experience (or bad one) has the ability to affect the decision-making process of thousands of other potential travellers.

Therefore, it’s in your best interest to have as high a reputation as possible, and the best customer service and products get the best reviews. In that way, your reputation starts building the moment you start interacting with a potential traveller.

Couple enjoying coffee in Hotel Hans Egedes lobby in Nuuk, Greenland. By Rebecca Gustafsson
A sunset snowball fight in Kulusuk in East Greenland. Photo by Mads Pihl
Crystal clear glacier ice fished from the sea in the Disko Bay near Ilulissat in Greenland.jpg.crdownload. Photo by Mads Pihl - Visit Greenland
Hiker exploring trees in Narsarsuaq. By Mads Pihl

BE PRESENT ONLINE

It’s important to show that you are a real person, that you are accessible and can be reached, and that you care.

When you get great reviews online, it can be a nice sign of appreciation to write a small “Thank you!” or other greetings as a reply. It shows that specific visitor you remember them, and it shows the rest of the audience of potential travellers who will read this review that you are attentive.

By the same token, when you get constructive criticism online, you are within your bounds to reply respectfully. Where necessary, give an explanation for the situation and potentially even an apology. Again, this shows that particular visitor that you care about his or her feelings and opinions. It also shows the audience of potential travellers that you are only human and will work to improve upon the situation next time.

A NEW TOOL FOR YOU

So, are you ready to start managing your company’s online reputation?

These tips about being present online, replying to reviews, and so forth are just a few examples of what you can do for reputation management.

More information and good advice can be found in the Online Reputation Management booklet, which Visit Greenland created precisely to guide you through the process of discovering and managing your online reputation.

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By Sarah Woodall

Sarah is a former Visit Greenland employee who now continues the adventure as Destination Manager in South Greenland.

http://visitgreenland.com

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