The online reputation of St. Lucia businesses is impacted by the nature of brand mentions appearing on the internet. Although you have no control over what individuals say about your hotel or restaurant, you can influence perceptions by actively managing your brand’s reputation. You should start by setting realistic expectations, which you can achieve with the aim to satisfy customers.
This is vital because the majority of travelers check online reviews before choosing a hotel, restaurant or other service provider. The best part is that it is never too late to start. By adopting a proactive approach and dedicating time to handle online reputation, St. Lucia businesses can boost ratings on major review sites like TripAdvisor and Google Reviews. New services like The Reputation Management Companies Review Management Software are a great compliment to Island businesses that need help managing all of their reviews in one place and deciding where they should focus their efforts on improving. “We’re seeing businesses improve their bottom lines up to 80% Year over Year thanks to our software and it’s just truly amazing!” according to Steven Wright of The Reputation Management Co.
The first step involves developing a clear strategy and setting benchmarks that enable you to focus efforts and maximize results. Research has shown that businesses in the hospitality industry with the highest level of consumer engagement perform better on review sites, particularly on TripAdvisor. They take advantage of four times more page views than other companies with a lower level of engagement.
As a result, the entities benefit from better visibility on the market. Successful restaurants and hotels use a virtuous circle to interact with their clients. They are committed to encouraging feedback from customers. The customer reviews are carefully monitored and analyzed. This allows the businesses to make improvements based on the customer feedback. The improvements result in more satisfied customers, better ratings and improved online visibility as well as credibility. An improvement in visibility brings more bookings, thus repeating the cycle.
Positive reputation drives revenue
Constantly encouraging customers to share their opinions generates positive results. Establishments that use review monitoring tools experience an increase in positive feedback by between 30 and 80 percent. Entities with the highest level of engagement and use a reputation monitoring tool have 40 percent more page views in comparison to companies with low levels of engagement and no analytics tool.
The marked increase in bookings is a good reason why St. Lucia business owners need to make sure that their online reputations are positive as tourists are reading online reviews. When planning a future trip, up to 87 percent of travelers start the process with online research.
Incorporating customer reviews in your reservation process can improve your competitive advantage. In addition, posting reviews on your establishment’s direct booking channel provides useful information for travelers. You need to facilitate the process for clients to share their feedback.
Key steps to boost online reputation
In the hospitality sector, reputation is everything. Social media and customer review platforms make it easier for travelers to share comments relating to their experience with hospitality businesses in St. Lucia. This makes it important to manage the reputation of an establishment.
An active presence on social networks requires a a well formulated plan. In-house staff or external ORM agencies have to generate new content, engage with the audience and define the overall reputation strategy.
If you do not have the necessary resources, inaction can affect the reputation of your business. You should make an effort to manage your establishment’s business listings on platforms like LinkedIn, Facebook, Google My Business, Yelp and more. If you enjoy direct engagements with customers, try Twitter and Facebook. A number of online reputation management agencies can help manage reviews and your business listings. This allows you to focus on running your business.
Social networks are not a billboard. If someone asks a question or leaves a comment, you have to respond in a timely fashion. Otherwise, it may appear as if you are ignoring them. The responses must align with the your business’ overall marketing strategy. You should avoid using generic answers. Social networks demand a personal response and treatment.
Learn to manage negative comments
First of all, apologize sincerely. Use part of the language the client uses in their complaint to show that you have actually read the feedback. Proceed to offer a way to solve the problem, either through email or phone. Do not discuss the issue openly with your client. Explain that you will do everything possible to solve it, then wait for the client to make the next move.
Effective customer review management strategies provide a practical way to attract brand ambassadors. If there is someone who loves your company, offer them some incentive when they contribute to a positive online reputation for your business. Thank them for their involvement and let them know that you are listening. By showing appreciation, customers will most likely continue recommending your hotel or restaurant.