Best way to respond to negative online reviews

1

Transcript of Best way to respond to negative online reviews

Page 1: 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