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.
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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.
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.
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.
