Online Reputation Management What your restaurant needs to know about
What is online reputation management? A process by which companies and individuals can monitor, influence and improve feedback that people leave about them on the internet. Online feedback was first popularised by Ebay, but now covers almost any good or service sold online. Managing reputations can increase bookings ad conversions by up to 90%. Has become crucial in the hotel and wider travel market.
Google reports year-on-year search growthGrowth for restaurant bookings and associatedsearches of 17% in 2011-2012 2007 2008 2009 2010 2011 2012 2013
LivebookingsOnline bookings for restaurants have been soaring; 100% inthe UK, 54% in Sweden and 28% in Germany over2011/2012. 50% 28% 100%
Bookings through mobile devicesiPhones and Web-enabled Android smartphones are seeinga growth rate of up to 260% over the same periodaccording to LiveBookings.
Restaurant online mean the difference betweensuccess and failures Moreover, 14% of online bookings were taken outside of the opening hours of the venue, and 44% were taken during peak service hours when staff are potentially too busy to take bookings.According to food service consultancyHorizons, 67% of consumers expect tobe able to book a restaurant tabledirectly from a website.
Customers READ reviews online – before deciding toBOOK online.
Study from University of California say… 300 restaurants from San Francisco The work found that even a half star difference The Yelp feedback site… could have a dramatic impact upon the restaurants business; using its five star rating tools Moving from 3 star feedback to 3.5 Moving from 3.5 stars to 4 star star feedback improved the odds of feedback increased the likelihood being booked solid at peak times of being booked out at peak from 13% to 34%; times by a further 19%
…supporting evidence Food Horizons note that 80% of people who research a restaurant online will then expect to be able to book online, straight after reading the reviews and feedback. Moreover, the work at Berkeley demonstrated that online feedback had far more impact than any adjustments to prices, special offers, customer service, ingredients or menu, particularly where there was little other information available online.
Best Practice For Online Reputation Management
ORM is an investment Reputation management is an investment, and needs to be managed by professionals. The best return on investment comes through partnering with an established, ethical and progressive online reputation management company. ORM is growing at a huge rate. Can you afford to be left behind your competitors?
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