Reputation is everything for business owners in the hospitality sector. Imagine an internet user googling your brand and negative reviews pop up on the first page of search engine results. They’ll immediately shelve their plans of using your services and start looking for alternatives with good reviews.
Today, there’s a thin line between good and bad reputation in the hospitality sector. A single bad review on social media could go viral and change how customers perceive your company. Protecting your brand reputation online is vital.
But how do you do this? ADVRT recommends using these five methods to protect your brand reputation.
Address online reviews
It was difficult for people to find out what others were saying about a business two decades ago. Today, people can find other customers’ opinions about your products and services with the click of a button. Popular review platforms include Google My Business, TripAdvisor, and Yelp. And don’t forget that social media sites can be regarded as review sites since anyone can post about your business.
Be quick in responding to reviews. For instance, if you come across a negative one, reply and contact the unhappy customer directly. Providing great services and encouraging your customers to provide feedback is one of the best methods of dealing with negative reviews. You can do this on social media or place a call to action on your website.
This way, you will always have more positive reviews. When you have addressed a customers’ issue, politely ask them to update their review.
Check what you post online
Regulating what you post online is vital, especially if your business is new. You need to protect and build your personal brand so that potential customers and employees trust you. People will avoid your business if your online activities are not aligned with your brand’s values. It’s also important to have a policy about what your staff can post online. Let them know that they represent the company, and their posts could negatively affect your brand’s reputation.
Start a blog
If you care about your brand, creating a blog should be a no-brainer (if you don’t already have one). Statistics show that blogs influence what 70% of consumers purchase, and new visitors make up 80% of blog visits.
You can use your blog to share the latest trends and news and in your industry. Also, you can write in-depth posts about subjects your target audience is passionate about. This way, you will appear as an authority in the industry. Ensure you update your blog regularly to attract more visitors.
Track posts mentioning your business
Tracking online users’ posts about your business is one of the best reputation management tactics. If you don’t, you may see a post when the damage is already done. Acting quickly will help you reduce the impact of a bad review. Your staff members can monitor posts mentioning your brand on various platforms.
Alternatively, you can use tools like Social Mention and SentiOne. Engage with followers who mention your brand. For example, if it is a positive review, respond thanking the customer. You can share the review on your social media handles or post it on your website.
Use Influencers
When your reputation is soiled, you need to bounce back quickly before it negatively impacts your bottom line. Consumers typically trust influencers, so find a few in your industry who can help you improve the credibility of your business.
By using influencers, you will not only regain your customers but also get new ones. Ensure you go for micro-influencers because they have deeper connections with their audiences.
A good reputation means you will grow your business and compete with the big brands in the hospitality sector. Remember, you should be vigilant at all times to ensure your business is shown in a good light online. If you need help protecting your business’ reputation, talk to us! Schedule a call here.
Jack is featured in multiple publications and Google Partner accredited and also writes for a number of digital marketing blogs.
