Hoe reageer je het best op negatieve reviews?
Het overkomt elke horeca-uitbater wel eens: een klant schrijft een negatieve recensie over jouw zaak.…
By now you’ve probably heard that online reputation management is essential for every business, especially those in the hospitality industry. But how essential exactly? AreTheyHappy has skimmed through all the latest research on customer behavior and their consumption of online reviews for you in order to provide you with a rundown of the most important facts & figures, and to give you the best tips for successfully managing your reputation in the online era.
What this means: customers consider online reviews a valuable and trustworthy source of information. When deciding which bar they’ll have a drink at or which hotel they’ll stay the night, almost all of them take into account what is being said about these businesses online.
Tip: In 2018, make it a priority to stay on top of your online reputation. Make sure to learn which channels your customers are talking about you on, and, within reason, make sure you are active there, too. Use a tool to automise this process.
Tip: Don’t be afraid to ask your customers for reviews during or after their visit. 68% of your visitors will gladly leave their opinion if you just ask!
Now that you know where your customers are most actively leaving reviews, be sure to let them know where you want them to leave their reviews: is it Facebook, Google, TripAdvisor, or all of them?
However, if you find genuine and creative ways to solve a customer’s complaint, there is a 70% chance that they will gladly do business with you again.
The most satisfied of them all might even become ambassadors.
Tip: check your reviews on a daily basis to prevent nasty surprises. Unresolved complaints can cause lots of damage to your company’s reputation. How you handle a customer complaint is a critical component in the longevity of your business. React as quickly and graciously as possible. Read more about handling complaints and bad reviews here: Dealing with negative reviews: how should you do it?
People looking for a pleasant and unique experiences are increasingly reliant on the judgment of other reviewers, foodies and hospitality enthusiasts and experts.
Tip: For owners, managers and social media managers of companies in the hospitality industry, it is important to be present on the biggest social channels on earth: think Google and Facebook. Next, ensure that specialized platforms such as TripAdvisor, Foursquare and Yelp, which specifically focus on businesses like hotels and restaurants, are also covered. Lastly, be seen. Instagram is one of the most important platforms for displaying your beautifully decorated interiors, dishes and cocktails. Each of these sites offer valuable feedback from customers.
Hopefully, these figures have convinced you that managing and improving your online reputation really pays off. This is actually also referred to as the online reputation management cycle, i.e. monitoring your reviews and social media on a daily basis, results in you spotting positive and negative trends faster in order to improve your service, which further results in greater customer satisfaction, and, finally, into more new and returning visitors over time.
We, at AreTheyHappy, realize that it takes time to do this thoroughly and well. We also realise that you, as an owner, manager or social media manager of a business in hospitality, don’t have much time. This is why we have developed AreTheyHappy.
At one glance, you get a complete overview of your company’s online reputation on all the relevant social channels for the hospitality industry. From the same tool, you can get to know who your customers are, and engage with them more meaningfully.
Additionally, we give you the tools to control your voice. With our publisher feature, compose and schedule consistently beautiful social media posts on your different channels. On our insights dashboard, you’ll get a thorough idea of what your customers like about your hotel or restaurant, and which aspects might still have room for improvement.
Curious to discover how much time AreTheyHappy can save you? Start our free trial to discover what your customers tell you about your business online today. Questions or just need a chat, send us a message at [email protected] and we’ll get back to you within 24 hours.