What Is Online Reputation Management? Social media has become a vital part of every stage in the hotel and tourism booking journey. However, many hotel websites are still not taking advantage of it for maximum benefits and profitability. For example, some may be unaware that you can use social media to boost your online reputation management efforts.
What Is Reputation Management?
1. Get Your Customers To Share Positive Reviews And Online Experiences About Your Hotel
You can do this with a simple, gentle reminder or request, such as “Did we exceed your expectations today? Please share your positive experience!” You can place this on the bottom of a receipt, various web pages on your guesthouse site or on a sign in your establishment. Many customers are quick to share a negative comment or complaint, but most don’t think about voicing appreciation or offering comments for good service. It’s before you even begin working on your reputation.
How To Use Social Media To Connect With Your Guests
2. Connect With Prospective Guests And Solve The Problems
This can demonstrate how your tourism business is adding value to their lives. As mentioned, many large companies have created special social media accounts specifically to address consumer complaints. When customers see that you care and are working to have a positive effect on their lives, it can be quite a boost to your online reputation.
3. Find Creative Ways To Tell Your Hotels Story
One of the best ways to do this is with your online content. You can give potential guests a more personal connection with your business by revealing your history – warts and all. You can also use real-life examples of how your product or service has helped someone. Remember to use a friendly, conversational tone instead of spouting corporate speak and confusing jargon. This can all humanise your company and allow you to better relate to consumers, which will enable you to jump ahead of competitors who don’t.
How To Track Reputation Management
4. Monitor Your Online Presence And Direct The Conversation
Even if you’re not posting about your hotel or bed and breakfast, rest assured that others are, and you should know what they’re saying. For example, customers could be taking to social media in droves to complain about your customer service or the quality of the food. If you were unaware of this, you wouldn’t realise how much the issue was affecting your reputation or that you needed to make improvements and quickly.
It seems like every week there’s another news story about some employee somewhere using the company social media account for an offensive Tweet or ill-conceived comment. This can make your company a national laughing stock and damage your brand for weeks or longer. It’s great when employees have something wonderful to share about your company, and they should feel welcome to do so, but this must be accompanied by a clear set of rules, management oversight and consequences for any misbehaviour. Give your employees an easy way to share curated content through a platform designed for advocacy.
5. Rethink How You Use Social Media
You can use it for more than just adding your two bob to a trending topic or directing followers to your latest YouTube video. With so many people checking in on social media so often and others listing it as their preferred method of communication, you may want to expand how you use it. You can use it to post announcements, travel delays, deliver communication responses and provide information that will help you position your hotel as a great communicator in your area.
6. Remember The Power Of Social Media
Google re-established its agreement with Twitter back along, allowing Tweets to appear in search results, social media can have an even bigger effect on your reputation. For example, if there are just a few negative comments about your business, that may be the first thing prospects see when they Google your business name, instead of the all the good news you wish to share. Increasingly, local tourism news and media are also picking up on social media posts. It’s clear that your social media posts are not just for a chosen few; potentially everyone could see them, so what you say on these platforms matters to your company, your reputation and your profitability.
Social Media Exeter
This can be a lot for any tourism business to take on alone; it may be best to find a qualified content writing firm to help you craft exciting content, create inventive campaigns and develop a comprehensive social media strategy that will improve your reputation and boost sales. The right social media tools will help too.
Call a member of our social media marketing team today on 01392 409159 to discuss more about How To Use Social Media For Reputation Management.