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This document outlines strategies for businesses to effectively manage online reviews. It discusses the importance of paid, owned, and earned media and focuses on review sites like TripAdvisor. The key recommendations are to encourage positive reviews through various reminder methods, monitor all feedback to learn from criticisms, quickly and politely respond to any negative comments, and have a communications plan to manage potential online crises. The overall message is that reviews provide valuable customer insights and businesses should aim to resolve issues and maintain good reputations through transparency, humility and attention to the customer experience.
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This document provides tips on how to get positive reviews and be top ranked on TripAdvisor. It discusses the importance of earned media like reviews on generating customer knowledge of a business. It recommends actively encouraging reviews through emails and onsite prompts. The document also provides guidance on how to handle negative reviews by responding respectfully and using them to improve. It stresses preparing a communications plan to maintain calm in any potential review-related crisis. Finally, it outlines a four point review plan of encouraging reviews, paying attention to feedback, sharing positive reviews, and responding quickly and appropriately.
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WEBINAR VIDEO: Cornell/Revinate study of how to improve your TripAdvisor rank...
One of the most important initiatives for hotels today is to move up in ranking on TripAdvisor and increase visibility on the world’s largest travel site.
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The full results of the study, and how encouraging guests to share feedback on TripAdvisor drives significant gains in a property’s performance on TripAdvisor and even increased occupancy. For example, properties using Revinate Surveys solution, which encourages guests to write reviews on TripAdvisor, experienced a 3X average increase in review volume.
How hotels can capitalize on additional revenue opportunities with increased occupancy
Results of related research on the revenue impact of responding to reviews (responding to all positive reviews might actually be detrimental!)
Broader strategies to encourage direct, repeat bookings and build deeper relationships with guests
Panelists for the free, hour-long webinar were:
Chris Anderson, associate professor, Cornell School of Hotel Administration
Brian Payea, head of industry relations, TripAdvisor
Gene Quinn, CEO and producer, Tnooz
Glynis Esmail, VP marketing, Landmark Hotels Group
Tara Peterson, corporate marketing coordinator, IDM Hospitality
Kelly Robb, director of market intelligence, Revinate
Sean O'Neill, editor-in-chief and moderator, Tnooz
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Hotel general managers
VPs and directors of marketing
VPs and directors of operations
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C-level executives
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This presentation was presented at the Harbor Group Managers' Meeting on 1-26-12.
Session Description: The social web is constantly changing, uploading, sharing and ranting-about your brand. Who is talking? Who is listening? What are consumes saying? What are you saying in response? Are you taking action? Conversation and content are always encouraged, but the reality is that not all content is beneficial for the apartment community. Find out how these conversations on sites like Facebook, Twitter, Foursquare, and ApartmentRatings.com can be used to gain insight and take action. This session will address the latest strategic insights in public relations, integrated communications, management, planning, relationship, reputation, branding, social media, sustainability, and other emerging opportunities.
Attendees walked away with a crash course in PR Damage Control 101 as well as the tools that allow you to react in a confident and timely manner when confrontation occurs.
Defending Your Business's Reputation Online
This document discusses defending a business's reputation online through customer reviews. It notes that most reviews are positive, but unhappy customers are unlikely to return without resolution. While some myths exist, such as not allowing negative reviews, reviews provide engagement and growth opportunities if handled properly. The document reviews major review sites like Yelp and their guidelines. It emphasizes claiming a business listing, providing good service, and diplomatically responding to negative reviews privately and publicly. The key takeaways are that consumers trust reviews, most reviews are positive, focus on local reviews, consider mobile reviews, and see reviews as a way to grow a business.
Secrets to Effective Reputation Management (Property Management Industry)
With co-hosts Homes.com and For Rent Media Solutions, we hosted a fantastic webinar called "Secrets to Effective Reputation Management," with presenter Erica Campbell Bryum, Director of Social Media. Attendees walked away with the tools that allow you to react in a confident and timely manner to manage and protect your online reputation.
The calm before the storm: Action steps in SoMe crisis management
Do you want to improve the way you engage with your customers on social and prevent shitstorms from setting off? Join this webinar with Nana Dall (Conflict Resolution Advisor) and Katrine Thielke (Digital Advisor) to discover an innovative method for handling criticism and conflicts in the social media ecosystem better. Find out how The Danish Railway manages a social media crisis before going viral through actionable steps.
Key takeaways:
- Strategic advice on crisis management in the social media ecosystem
- Insights on crisis communication practices in the digital space: learn how to improve communication with customers and handle customer complaints better
- Key action steps in crisis management and conflict resolution based on key brand cases
Averting Social Customer Service Disaster
The document provides an overview of strategies for building and maintaining healthy online communities from Jeannie Walters, CEO and founder of 360Connext. The presentation covers common mistakes to avoid, such as overreliance on technology or scripted responses. It also discusses best practices like building on customer-centric foundations, engaging where customers are active, and using tools to monitor brand mentions and customer conversations. Additionally, it provides guidance on identifying early warning signs, handling criticism appropriately, and prioritizing customer needs over brand priorities to prevent potential social customer service disasters.
5 Principles for High Converting Marketing
This document outlines 5 principles for high-converting marketing: having a desperate problem, a unique promise, overwhelming proof, an irresistible offer, and immediate action. It discusses each principle in detail and provides examples. The principles are meant to supercharge the selling power of various marketing channels by clearly identifying the problem being solved, standing out from competitors, proving credibility, making the offer difficult to refuse, and motivating immediate purchase. Additional tips include using these principles to analyze top performers in one's industry and gain proven marketing insights. The 5 principles are one of eight systems the author uses to help businesses grow conversions and sales.
Orientation 2016
This document provides an orientation for new experts on the Directly app. It outlines the key features of the dashboard including stats, tasks, routing status and customer satisfaction ratings. It describes how to answer questions, provide feedback through upvotes/downvotes, and choose best answers. The document reviews how points, rewards and cashouts work and emphasizes responding helpfully, empathetically and professionally to customers according to the expert code of conduct. It directs experts to settings, resources and forums for further assistance.
The First 2 Steps to the Epiphany: Customer Discovery, Customer Validation an...
An outline of the key parts of the first two steps of Steve Blank's Four Steps to the Epiphany as well as how to do customer development interviews.
I'm writing a book on How to Build Customer Driven Products based on tactics like the ones in this presentation. You can sign up to learn more here: http://eepurl.com/RZoO9
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Maryanne Dersch will show you new techniques to start communicating with ease, joy and abundance to create stronger relationships with existing supporters and attract new ones.
UXSG2014 Workshop (Day 1) - Lean Startup (Bryan Long)
Leading UX - are you kidding me?
Facilitated by
Hsin Eu
Director, HIE
Trend Micro, Taiwan
and
Mike Chou
Staff UX Designer, HIE
Trend Micro, Taiwan
"Finding your Sweet Spot: The importance of Lead Qualification" by T. Heinkens
Qualifying is all about gathering insights necessary to make a good judgment.
Should you sell to a given prospect? What is the best course of action to close a deal? Is this prospect a good fit for your offer? Is it a viable sales opportunity?
Only after you've qualified someone can you really know whether it's worth to invest your time and effort into trying to sell to this prospect.
During this 45 min. Workshop, Thibault will give you the 7 steps to efficiently qualify your leads and improve your sales startegy.
Online Reputation Management San Diego
Do you know what is being said about your business? Are you aware of the importance the search engines place on how you are perceived by your customers? Find out more on how you need to have a plan and how you will manage your businesses' reputation. Contact us today at http://customfitmarketing.com to get started.
WTF is Twitter?
Twitter is a social media platform where users share short messages called tweets. Businesses can use Twitter to connect with customers, publish content, and build their brand community. Key aspects of an effective Twitter strategy for businesses include selecting engaging content, increasing follower engagement through questions and sharing others' content, growing the follower community over time, and providing customer service by responding to mentions and feedback. It is important to measure success through metrics like followers, retweets, clicks and website traffic in order to improve Twitter strategies.
Crisis communication in the social media age
The document discusses crisis management and social media strategies. It notes that many people deny crises could happen to them. It then outlines fundamentals of a crisis plan, including situational awareness, operations, message development, and victim management. The document discusses lessons from past crises like FedEx and BP and why social media has changed crisis communications. It provides tips for protecting online reputation such as tracking discussions, measuring impact, participating in conversations, being authentic, listening, and acting quickly. Finally, it discusses training employees on appropriate social media use.
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Top 10 Dos and Donts of Social Media Management for Business Owners
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Examining company practices related to social media
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Navigating Your Online Presence in the Multifamily Housing Industry
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Secrets to Effective Reputation Management (Property Management Industry)
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UXSG2014 Workshop (Day 1) - Lean Startup (Bryan Long)
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"Finding your Sweet Spot: The importance of Lead Qualification" by T. Heinkens
"Finding your Sweet Spot: The importance of Lead Qualification" by T. Heinkens
More from Alan Stevens
Get noticed 2017 - how to get seen and stay visible
Techniques to help you get noticed in business, including tips on speaking and presenting, how to handle difficult questions, and how to tell great stories.
Business reputation march 2015
The document discusses five techniques and five traps for building and maintaining a first-class business reputation. The five techniques are seeing opportunities, creating stories, being different, creating a community, and being there. The five traps are using tragedy as advertising, forgetting to turn off automated messages, not understanding how social media works, not monitoring fake brand sites, and forgetting that social media is social. Maintaining a strong reputation involves balancing these techniques and avoiding the traps.
Dealing with a crisis session 5 ppt
The document provides advice on crisis management and communication. It discusses how crises can threaten reputation and assets if not handled properly. It analyzes three CEOs' responses to crises - Tony Hayward of BP who failed to recognize and respond to the crisis quickly enough, Richard Branson of Virgin Trains who acted quickly and said the right things, and Bill Marriott of JW Marriott who expressed sympathy and explained what was happening. The document outlines the PACE framework for crisis response - Prepare, Alert, Communicate, Evaluate - and provides tips for each step like having communication plans, assigning responsibilities, being transparent, and reviewing procedures after the crisis ends.
Social media (session 4)
The document outlines five techniques for social media marketing: seeing opportunities, creating stories, being different, creating a community, and being there. It also outlines five traps to avoid: using tragedy for advertising, forgetting to turn off automated messages, not understanding how social media works, not monitoring fake brand sites, and forgetting that social media is social. The document is by Alan Stevens of The MediaCoach and provides his Twitter handle and email for contact.
Reputation management (session 3) ppt
This document discusses reputation monitoring and measuring the impact of social media. It recommends regularly checking social media sites like Twitter, LinkedIn and Facebook to track what people are saying about your brand, competitors, customers and market. It also suggests using tools like Addictomatic, Trackur and Radian 6 for social media monitoring, and Google Alerts, Analytics for analysis. Finally, it outlines developing a three-part social media strategy that defines objectives and measures, a message and target market, and implements tools and monitoring for return on investment.
#wagthedog Session#wagthedog Session
Integrated marketing involves delivering a single consistent message across both traditional and social media platforms. It aims to promote products or services using multiple channels, including television, radio, print, Facebook, and Twitter. The document provides examples of how companies like Starbucks and Ben & Jerry's have used integrated marketing successfully and discusses low-cost ways for businesses to promote themselves online using tools like Twitter, Facebook, video, blogs, and audio.
Speaking to journalists (session 2) ppt copy
This document provides guidance on speaking to journalists and conducting media interviews. It discusses how to approach journalists, prepare for interviews, deliver core messages, and handle difficult questions. Key tips include researching the publication/show beforehand, having a clear central message to convey, anticipating challenging questions and preparing responses, treating all interviews as live regardless of format, and respecting the interviewer while staying calm and on message. The goal is to help journalists by providing useful information to their readers/viewers in a way that also achieves your communication aims.
One hour sm mba
The document outlines The One-Hour Social Media MBA presented by Alan Stevens. It discusses five tools for social media including Socialmention, Klout, Hootsuite, Addictomatic, and Radian 6. It also discusses five techniques such as seeing opportunities, creating stories, building community, being different, and being present. Finally, it discusses five traps to avoid like using tragedy for advertising, forgetting to turn off automated messages, not understanding social media, not monitoring fake brand sites, and forgetting the social aspect of social media.
40 minute sm mba ppt
The document outlines The 40-minute social media MBA by Alan Stevens. It covers five tools for social media (Socialmention, Klout, Hootsuite, Addictomatic, Radian 6), five techniques (seeing opportunities, creating stories, being different, creating a community, being there), and five traps (using tragedy for advertising, forgetting to turn off automated messages, not understanding how social media works, not monitoring fake brand sites, forgetting that social media is social).
Mpi poland 2012
This document discusses engaging audiences before, during, and after events. It recommends appointing a social media coordinator and Twitter team to engage the potential audience in advance through social media. During the event, it suggests using polls, tweets from the speaker, and displaying tweets. After the event, it proposes following up through webinars, archiving slides online, and reviewing social media analytics. The overall goal is to maximize audience engagement at all stages of the event process.
Maps10pp
The document discusses how to use social media to enhance speeches and get more business. It recommends tweeting speeches in real time using hashtags to encourage interaction. It also suggests using social media platforms like Facebook, LinkedIn and blogs to demonstrate expertise, find opportunities, engage with others and promote yourself as a speaker. The key advice is to listen on social media, engage in conversations and provide value to others.
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Top on tripadvisor
- 1. Alan Stevens The MediaCoach Twitter: mediacoach How to be top on TripAdvisor All tweets welcome: #NHMC2015
- 2. Is your business like this?
- 4. What do customers know about you? • PAID • OWNED • EARNED
- 5. What do customers know about you? • PAID - Adverts on Facebook, Google etc • OWNED • EARNED
- 6. What do customers know about you? • PAID - Adverts on Facebook, Google etc • OWNED - Your website • EARNED
- 7. What do customers know about you? • PAID - Adverts on Facebook, Google etc • OWNED - Your website • EARNED - Review sites, social media
- 8. What do customers know about you? • PAID - Adverts on Facebook, Google etc • OWNED - Your website • EARNED - Review sites, social media
- 9. Where will they talk about you?
- 11. A negative tweet could cause a business to lose 30 customers (Convergys Corporation, 2009)
- 12. What do reviewers review?
- 13. What do reviewers review?
- 14. “There is no product or service good enough to overcome a bad customer experience”
- 19. What prompts a review? • Being asked • Quantity of previous reviews • Experience differs from expectation • No other channels • Unresolved issues • A very good or bad experience
- 20. Ways to get reviews
- 21. • Personal request • Post-visit email • Regular email • Physical reminder • Call to action on website Ways to get reviews
- 25. Dealing with negatives • Provide non-review paths for feedback • Links to support in emails • Live resolution/escalation • Broadcast your willingness to listen to feedback • Learn from negative feedback - a process, not a reaction • Always respond to comments
- 26. Responding to comments • Quick, not immediate • Know the rules (No personal insults..) • Decide what level to reply at • Claim your business listing • Public or private?
- 27. Crisis, what crisis? • One bad review isn’t a crisis, unless: • It’s from a celeb • It’s retweeted or shared • It highlights a danger • Any of the above, or a series of bad reviews is a crisis
- 29. • You can prepare for any potential crisis • You can set up a communications plan that will work in any situation • Crises lead to panic. Preparation allows you to stay calm
- 30. • Behaving well towards your customers at all times will help to save your reputation in a crisis
- 31. Essential qualities • Transparency • Humility • Contrition • De-escalation • Move the conversation offline
- 32. • Perform an act of goodwill immediately after the crisis • Declare the crisis over
- 33. Alan’s 4 point review plan 1.Encourage reviews 2.Pay attention to what they say 3.Share your good reviews widely 4.Respond fast, personally and appropriately
- 35. Alan Stevens The MediaCoach Twitter: mediacoach Thank You!