Review Management
Review and Reputation Management
Did you know that 91% of your prospective customers will check your online reviews before contacting your business? Review management is therefore critical for the success of hospitality businesses.
In the digital age, potential customers heavily rely on online reviews and ratings to make informed decisions about where to stay, dine, or visit.
A positive online reputation builds trust and credibility, attracting more guests and increasing bookings. Conversely, negative reviews can deter potential customers and harm a business’s reputation.
Actively managing and responding to reviews is crucial as it demonstrates that the business values customer feedback and is committed to providing excellent service.
By addressing concerns and resolving issues publicly, businesses can showcase their dedication to customer satisfaction and potentially turn negative experiences into positive ones.
Additionally, monitoring and managing online reviews help businesses identify areas for improvement, gauge customer sentiment, and make informed operational decisions.
Proactively encouraging satisfied customers to leave positive reviews also boosts a business’s reputation and visibility.
Overall, effective online reputation and review management can significantly impact a hospitality business’s success by attracting more customers, fostering customer loyalty, and maintaining a positive brand image in the competitive marketplace.
Conversely, according to Professor Michael Luca from Harvard Business School, a 1-star increase in ratings can equate to a 5-9% increase in revenue for a business.
Three simple elements of reputation and review management.
01
Listings
Listings must be accurate, consistent, and abundant. This helps people search and find your business over the competition and helps establish trust. Make sure vital information is correct such as name, address, and phone number.
02
Reviews
Reviews should be positive, frequent and plentiful. Positive reviews help businesses rank higher during search, and helps potential consumers make an informed purchase decision.
03
Engage and Respond
Local businesses should respond and engage in social activity and interact with user-generated content that relates to their business. Engaging in online communities and conversations help establish trust and boost overall online presence.
