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Reputation At Risk


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Reputation At Risk

  1. 1. Reputation at Risk Managing Online Feedback about your Club’s Food & Beverage with Ken Burgin
  2. 2. What we want online…
  3. 3. What we fear!
  4. 4. How easy it is to post negative video online (see YouTube example on page)
  5. 5. How easy it is to post negative video online (see YouTube example on page)
  6. 6. Now everyone’s a food critic!
  7. 7. isk ... eR Likelihood... s s th A sse Almost Likely Possible Unlikely Rare Certain Consequence... Catastrophe Major Moderate Minor Inisignificant
  8. 8. “Online disinhibition effect” Def: people online are more focused on themselves and their emotions
  9. 9. Monitor mention of your name on the web…
  10. 10. Monitor Twitter with relevant tools
  11. 11. Monitor Key Government Sites…
  12. 12. NSW Name & Shame register is easily accessed on iPhone
  13. 13.
  14. 14. Give people a chance to comment…
  15. 15. Many of the comments will be positive!
  16. 16. Dominate Google’s Page #1
  17. 17. Get listed…
  18. 18.
  19. 19. Make it easier to complain...
  20. 20. Regular online surveys... www. Su rveyM onkey .com How reliable is your Mystery Customer Survey?
  21. 21. Manage your profile…
  22. 22. Add your CV to – this ensures that a Google search for your name will come up the way you want it to!
  23. 23. Who’s responsible for this - redefining the marketing role? Profitable Hospitality can help with your action plan…time to join!
  24. 24. Mark Twain: “Never ascribe to conspiracy that which can be explained by stupidity”
  25. 25. Thank you Ken Burgin