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Reputation At Risk
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Reputation At Risk

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Reputation At Risk Reputation At Risk Presentation Transcript

  • Reputation at Risk Managing Online Feedback about your Club’s Food & Beverage with Ken Burgin ProfitableHospitality.com
  • What we want online…
  • What we fear!
  • How easy it is to post negative video online (see YouTube example on page)
  • How easy it is to post negative video online (see YouTube example on page)
  • Now everyone’s a food critic!
  • isk ... eR Likelihood... s s th A sse Almost Likely Possible Unlikely Rare Certain Consequence... Catastrophe Major Moderate Minor Inisignificant
  • “Online disinhibition effect” Def: people online are more focused on themselves and their emotions
  • Monitor mention of your name on the web…
  • Monitor Twitter with relevant tools
  • Monitor Key Government Sites…
  • NSW Name & Shame register is easily accessed on iPhone
  • www.eatability.com.au
  • Give people a chance to comment…
  • Many of the comments will be positive!
  • Dominate Google’s Page #1
  • Get listed… www.eatability.com.au www.truelocal.com.au
  • www.menulog.com.au www.lifestylefood.com.au
  • Make it easier to complain...
  • Regular online surveys... www. Su rveyM onkey .com How reliable is your Mystery Customer Survey?
  • Manage your profile…
  • Add your CV to Linkedin.com – this ensures that a Google search for your name will come up the way you want it to!
  • Who’s responsible for this - redefining the marketing role? Profitable Hospitality can help with your action plan…time to join!
  • Mark Twain: “Never ascribe to conspiracy that which can be explained by stupidity”
  • Thank you Ken Burgin ProfitableHospitality.com