The hospitality & tourism industry is what keeps this little island alive, especially during peak season, but we need to ensure that we are keeping up with the expectations of our many visitors.
Visitors to the island arrive from all over the world to enjoy what this beautiful location has to offer, and what we need to bear in mind is that most of these visitors are online and are using resources for recommendations. Even my 83 year old granddad uses Facebook and TripAdvisor to check out reviews when planning his trips, if the information is there then why not use it?
Not only are visitors checking out the best places to stay, they are also using the Internet to help them make their decisions about where to eat and available activities whilst they are here. There is a lot of competition, so you need to make sure you stand out from the crowd by increasing the awareness of your online presence.
Now, I don’t just mean setting up a Facebook or Twitter page, you need to be seen as actively engaging with customers, getting involved in conversations and interacting as much as you can. Not only will this make you stand out from the crowd, but it will also show existing and potential customers that you care more and there is a huge audience watching.
Good service sticks in peoples minds. When you go out for dinner or check in at a hotel and you’re impressed with the level service, you’re not going to forget them, right? The same applies when a customer visits your businesses social sites. Whether that be Facebook, Twitter or TripAdvsior, you need to be seen as actively engaging and providing a professional service online. Hundreds of potential customers are waiting in the wings so you simply can’t choose to ignore your presence.
TripAdvisor is the number one influencer for travellers, so hotels, restaurants and tourist attractions that monitor and respond to reviews are way ahead of the game.
Why is it so important to respond to TripAdvisor reviews?
In a December 2013 a survey conducted by PhoCusWright revealed:
- 77% of users agree that seeing a hotel’s Management Response makes them believe that the hotel cares more about its guests.
- 62% of survey respondents also said that seeing a Management Response generally makes them more likely to book.
A March 2015 a study conducted by Medallia also revealed:
- Properties that respond to more than 50% of social media reviews grow occupancy rates at more than twice the rate of properties that tend to ignore reviews.
So there you have it, travellers prefer to book with properties that respond to reviews and it also means that you stand to generate more bookings. Sounds like a win!
If responding to your online reviews isn’t something you have time for, then Online Review Management is something that I can help you with, so that you can continue to focus on your everyday business activities.
If this is something you’re interested in, please get in touch with me via the contact form below and I’ll get back to you right away.
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