10 must do's for online reviews | wisconsin hotel & lodging association
DESCRIPTION
Ready to inspire your patrons to give you the best online reviews? Signature Worldwide's National Director of Sales & Hospitality Amber Fox shows you the ten things your hotel needs to do now to get the best reviews on places like TripAdvisor, Orbitz, Expedia, Priceline, and more!TRANSCRIPT
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Amber Fox – National Director of Sales/Hospitality
10 Must-Do’s For Online Reviews
People are talking
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Priorities
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#10 – Look at your reviews!
90% of all purchasing decisions begin online solook at your reviews often, everyone else is.
Top 2 Travel Influencers
•Traveler Reviews
•Traveler Generated Photography
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Where are they looking?Where are they looking?
1. TripAdvisor2. Expedia3. Booking4. Yahoo!Travel5. Priceline6. Travelocity7. Hotels.com8. Orbitz9. Southwest10. Ctrip
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Did you know…most reviews are positive Did you know…most reviews are positive
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#9 - Respond
Why?
How often?
How?
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Why Respond?
• Today, only 7% of hotels are responding to reviews even though 71% of people say that seeing a management response is important.(Forrester)
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#9 – Respond - How often?#9 – Respond - How often?
• All bad, some good
• Not all
• All bad, some good
• Not all
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Tripadvisor Responding Rules
• The same editorial guidelines apply to owner responses as to user reviews and will not be posted:– Profanity, personal insults– Reports of violent criminal activity– Commercial web addresses– Text entirely in ALL CAPS– Hearsay or text not relevant to tourists– HTML
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#9 – Respond - HOW NOT? Negative Reviews
8. Respond to all bad and some good.
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What Is Your Social Media Voice?
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#8 - Share
• Pass along the good and the bad to your staff
• Consider having staff members respond-
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#7 - Register#7 - Register
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#6 - Update#6 - Update
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#5 – It PAYS to be popular!#5 – It PAYS to be popular!
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#4 – Put your guests to work!#4 – Put your guests to work!
• How can you get more positive reviews?
• How can you get more positive reviews?
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#3 – Look beyond reviews - Forums#3 – Look beyond reviews - Forums
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#1 Get Ready for Mobile#1 Get Ready for Mobile
• Morgan Stanley Research - sales of smartphones will exceed Mobile Internet use via smartphones will increase 50 fold by the end of that period. those of PCs in 2012.
• The Coda Research Consultancy - global smartphone sales of some 2.5 billion over the 2010-2015 period.
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Amber Anthony FoxNational Director of Sales-HospitalitySignature Worldwide
(614) 766-5101