Stop scrolling and take in what you’re doing.
Like 92% of people in the UK, you’re online. Searching for answers and browsing the internet.
In an increasingly digital world, managing your online reputation is fundamental in the journey to a successful digital profile and brand reputation.
How do you protect your online reputation?
Imagine your online reputation is a brick wall, built brick by brick. The more “bricks you add” to your online profile, the thicker the wall and greater protection.
When attacks happen, negative reviews or comments can be more easily withstood.
Build a Wall!
Think of the internet as your online façade, a chance to make a good first impression to the world. “85% of consumers research a company online” (Law, 2021) prior to booking or purchasing and “82% of all travel bookings in 2018 were made online via a mobile app or website, without human interaction” (Ferries, 2021).
These statistics reinforce the importance of your online presence and doing it effectively can enhance the strength of your brand offline.
So how do I build my wall?
First things first! Gather information.
Products such as JudgeService’s Reputation Manager can monitor online guest feedback by scraping the internet for reviews, so that you can use this information to understand your digital presence. An early focus on online guest comments can become part of an active online discussion with guests and you can openly address negative events or concerns in a timely manner. Your website should be a forum where guests are comfortable interacting, making the prospect of both initial and repeat bookings as well as glowing referrals more likely.
Step Two. Assess your own online profile.
Does your website encourage honest guest feedback and is it focused on guest satisfaction? If not, take a look at your peers and work out what facilities, achievements and people stories like reviews differentiate your hotel from its competitors.
Step Three. Establish your hotel reputation management strategy.
What do you want your guests to say about your hotel after they leave? If the answer is “glowing guest feedback and an eagerness to return”, then why not start by establishing whether this is the case, and if not, how far away you are achieving this? Analysing what image online platforms, such as TripAdvisor, Google Reviews, and Facebook, are saying about your hotel, allows you to establish realistic goals about where you need to get to.
Step Four. Manage your social footprint.
Regular posts on popular forums such as Facebook, LinkedIn and Twitter will encourages publicity and engagement with your business.
People generally like to feel connected and heard. Responding to social posts as quickly as possible ensures this feeling of community and reduces the risk from complaints.
Manging your online reputation may seem daunting or perhaps even tedious but if you want to thrive, managing your online reputation is a price worth paying.
We are here to help! If this sounds like music to your ears why not get in touch now, to find out how our very own Reputation Manager can help build your wall.
What tips would you give other hoteliers?
Bibliography
Ferries, C. (2021). Condor Ferries. Retrieved April 19, 2022, from https://www.condorferries.co.uk/online-travel-booking-statistics
Law, T. J. (2021, Febuary 17). Oberlo. Retrieved April 19, 2022, from https://www.oberlo.com/blog/ecommerce-statistics
