10 Must Do's for Online Reviews | Wisconsin Hotel & Lodging Association

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Ready to inspire your patrons to give you the best online reviews? Signature Worldwide's National Director of Sales & Hospitality Amber Fox shows you the ten things your hotel needs to do now to get the best reviews on places like TripAdvisor, Orbitz, Expedia, Priceline, and more!

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  • BW_2010 12/01/11 10:12 PM presentation name.ppt
  • BW_2010 12/01/11 10:12 PM presentation name.ppt
  • BW_2010 12/01/11 10:12 PM presentation name.ppt
  • BW_2010 12/01/11 10:12 PM presentation name.ppt
  • BW_2010 12/01/11 10:12 PM presentation name.ppt
  • 10 Must Do's for Online Reviews | Wisconsin Hotel & Lodging Association

    1. 1. Amber Fox – National Director of Sales/Hospitality People are talking 10 Must-Do’s For Online Reviews
    2. 3. Priorities
    3. 4. #10 – Look at your reviews! 90% of all purchasing decisions begin online so look at your reviews often, everyone else is. <ul><li>Top 2 Travel Influencers </li></ul><ul><li>Traveler Reviews </li></ul><ul><li>Traveler Generated Photography </li></ul>
    4. 5. Where are they looking? 1. TripAdvisor 2. Expedia 3. Booking 4. Yahoo!Travel 5. Priceline 6. Travelocity 7. Hotels.com 8. Orbitz 9. Southwest 10. Ctrip
    5. 6. Did you know…most reviews are positive
    6. 7. #9 - Respond <ul><li>Why? </li></ul><ul><li>How often? </li></ul><ul><li>How? </li></ul>
    7. 8. Why Respond? <ul><li>Today, only 7% of hotels are responding to reviews even though 71% of people say that seeing a management response is important. (Forrester) </li></ul>
    8. 9. #9 – Respond - How often? <ul><li>All bad, some good </li></ul><ul><li>Not all </li></ul>
    9. 10. Tripadvisor Responding Rules <ul><li>The same editorial guidelines apply to owner responses as to user reviews and will not be posted: </li></ul><ul><ul><li>Profanity, personal insults </li></ul></ul><ul><ul><li>Reports of violent criminal activity </li></ul></ul><ul><ul><li>Commercial web addresses </li></ul></ul><ul><ul><li>Text entirely in ALL CAPS </li></ul></ul><ul><ul><li>Hearsay or text not relevant to tourists </li></ul></ul><ul><ul><li>HTML </li></ul></ul>
    10. 11. #9 – Respond - HOW NOT? Negative Reviews <ul><li>8. Respond to all bad and some good. </li></ul>
    11. 12. What Is Your Social Media Voice?
    12. 13. #8 - Share <ul><li>Pass along the good and the bad to your staff </li></ul><ul><li>Consider having staff members respond- </li></ul>
    13. 14. #7 - Register
    14. 15. #6 - Update
    15. 16. #5 – It PAYS to be popular!
    16. 17. #4 – Put your guests to work! <ul><li>How can you get more positive reviews? </li></ul>
    17. 18. #3 – Look beyond reviews - Forums
    18. 19. LinkedIn
    19. 20. #1 Get Ready for Mobile <ul><li>Morgan Stanley Research - sales of smartphones will exceed Mobile Internet use via smartphones will increase 50 fold by the end of that period. those of PCs in 2012. </li></ul><ul><li>The Coda Research Consultancy - global smartphone sales of some 2.5 billion over the 2010-2015 period. </li></ul>
    20. 21. Amber Anthony Fox National Director of Sales-Hospitality Signature Worldwide [email_address] (614) 766-5101

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