002 february 2014 turning negative reviews into positive experiences
Best way to respond to negative online reviews
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Transcript of Best way to respond to negative online reviews
/rolandiatravel/+RolandiaEu/RolandiaTravel/Rolandia.travel
Mention behind - the - scene reasons to make them return or a
new feature or promotion
5. Throw in a little marketing
Remember that reviews are people’s opinions about your services and you must discuss about the services and not about
themselves
4. Focus on product,not on reviewer
You don’t need to describe and to reveal too much in your response. Short and concise is always
better.
3. Be concise
You need to remember that the customer is always right and you are wrong even if that not true at all. Common courtesy goes a long
way.
2. Be professional
Time is the essence. You must demonstrate you are receptive to
your travelers’ opinions.
1. Respond as quickly as possible
HOW TRIPADVISOR IMPACT YOUR BUSINESS
93% of travellers worldwide say that their booking decisions are impacted by online reviews
83% say TripAdvisor reviews make
them feel more confident in their
travel decisions
83%
49% say travel reviews websites are the
most useful source of information for
researching or planning a trip.
49%
89% of all global travelers consider
reviews as influential when making
booking decisions.
89%
96%
96 % of hotels and hospitality excess
worldwide say reviews are influential in
generating booking
TripAdvisor, the biggest online review site on the planet, plays a huge role in helping travellers make travel purchasing decisions
TripAdvisor carries more than 200 million reviews and opinions on over 400,000
locations
TripAdvisor attracts more than 315 million unique visitors each month
HOW TRIPADVISOR IMPACTS YOUR BUSINESS
18% of these people became loyal customers
68% of customers that left thesenegative reviews got a response
52% of your customers expect you to answer to their reviews
If you want to build trust and credibility with your customers, and hold on to them for life, follow these important tips
DO CUSTOMERS EXPECT YOU TO RESPOND TO THEIR REVIEWS?
As we increasingly live our lives online, we start discovering that social media has its downsides and we don’t have control of everything that’s writ-ten out there. Your brand being online, will receive reviews. Experts and re-searchers have found that positive reviews will benefit your brand and take it to a higher level. On the other hand, the negative reviews will do exactly the opposite.
WHAT IS ONLINE REPUTATION MANAGEMENT
YOUR GUIDE TO
Responding toOnline Reviews