Earning and communicating a good reputation is vital for businesses these days. It’s especially important for certain sectors, such as hospitality; research shows that over 70% of travellers now start their hotel search on Trip Advisor. But think how often you read a customer review of a product before purchasing, or consider the sheer volume of visitors claimed by review sites. It’s business-critical for everyone in a world where opinion is so readily shared – and we are here to help.
Our experienced team of social media, online marketing and communications experts will make sure you are aware and in control of your online reputation by:
- Monitoring customer comments on all key sites (which will differ for each business)
- Preparing management responses for your approval, or posting on your behalf in the correct style for your company
- Managing “fake reviews”
- Analysing activity, performance, competitor results and trends
- Developing strategies to increase reviews and boost ranking
- Help you incentivise customers to give feedback
For a business to really serve its customers well, it needs to know what they really think about its products and services. A lot of businesses worry about the effect of negative reviews of their profits – and rightly so. However, a recent survey by PhoCusWright on hotels reviews via Trip Advisor found that 84% of users agreed an appropriate management response to a bad review “improves my impression of the hotel.” You can’t help what people say about your product or services, but you absolutely can manage how that feedback is responded to and potentially worked to your advantage.
Sites like Trip Advisor, as well as customer review sections of all major retailers’ websites, are here to stay. Client feedback is important to every business, and if managed well will be hugely beneficial to your growth. Spirus can help you achieve that. So give us a call to talk it through and we can get you started.