10 must do's for online reviews | wisconsin hotel & lodging association
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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
Amber Fox – National Director of Sales/Hospitality
10 Must-Do’s For Online Reviews
People are talking
Priorities
#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
Where are they looking?Where are they looking?
1. TripAdvisor2. Expedia3. Booking4. Yahoo!Travel5. Priceline6. Travelocity7. Hotels.com8. Orbitz9. Southwest10. Ctrip
Did you know…most reviews are positive Did you know…most reviews are positive
#9 - Respond
Why?
How often?
How?
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)
#9 – Respond - How often?#9 – Respond - How often?
• All bad, some good
• Not all
• All bad, some good
• Not all
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
#9 – Respond - HOW NOT? Negative Reviews
8. Respond to all bad and some good.
What Is Your Social Media Voice?
#8 - Share
• Pass along the good and the bad to your staff
• Consider having staff members respond-
#7 - Register#7 - Register
#6 - Update#6 - Update
#5 – It PAYS to be popular!#5 – It PAYS to be popular!
#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?
#3 – Look beyond reviews - Forums#3 – Look beyond reviews - Forums
#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.
Amber Anthony FoxNational Director of Sales-HospitalitySignature Worldwide
(614) 766-5101