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Travel Marketing 101
How to Get More Positive Reviews & Respond to
Negative Ones
…and 86% said reading a
negative review did the same.
. In fact, the latest stats reveal that 90% of individuals claim
reading a positive review online impacted their buying decision
The vast majority of travelers check online
reviews before making any trip decisions.
TripAdvisor, Yelp, Google and Facebook are often first
stops for potential guests making travel plans.
Receiving many positive online reviews,
and gracefully handling the inevitable bad
review, can amp up your travel
businesses revenue in an organic,
low-cost way.
That’s why we’ve created this simple guide to
help you Ace the game of online reviews &
enhance your online travel marketing strategy:
The Three Giants of
Online Travel
Reviews.
Tr ip Adv isor, Facebook and
Google My Bus iness
Trip Advisor is hands-down the most important review site
for travel and tourism brands, staggering 480 million
unique visitors with a steady 280-315 million travelers
using the site each month.
The higher your ranking in TripAdvisor, the more
customers coming through your door.
Quality Quantity
Recencyof
Reviews
TripAdvisor determines its rankings based on
Pro Tip!
Don’t Put all of your
eggs in one basket
Instead, build
your reputation
across the board.
Facebook and
Google Business are
two sites people go
to when making
travel plans and
f inding reviews.
If you are already providing 5-star service, then it should
be easy to get 5-star reviews.
However, you will need to be proactive in asking your
guests to leave reviews online
By taking just a few simple steps, you can build
your online reviews and manage your brand
reputation.
How to get Raving Online Reviews
Most guests are happily willing to leave good
reviews, they just need prompting
Get CREATIVE in reaching out to ask them to write
a online review
Here are some ideas…
Give guests a Goodie Bag & Welcome Note
Here are some ideas…
Email a Thank You note
Here are some ideas…
Remind Guests at Check Out with a small note
Here are some ideas…
Give reminder cards to employees to pass out to
guests
Here are some ideas…
Make it easy for guests by leaving the link
Trip Advisor
provides a tool
called Review
Express
Making the process fo r you and your guests s imp ler !
How to Respond To Negative Reviews
Responding to negative comments is crucial. Not responding, or
responding rudely or defensively, will only hurt your business in the long
run.
How to Respond To Negative Reviews
Listen carefully to what the reviewer had to say. If it is something you can
truly improve upon, then tell the person that you value their feedback and
you have already begun to implement said changes.
Start by kindly
Thanking them
Then explain your side of
the argument
The Sandwich Method
for responding to negative reviews
End by thanking them
for their feedback
Here are two examples of how
NOT to respond…
Getting defensive is only going to hurt your business.
Responding to the Negative Reviews with Grace
Take time to show the readers that you are genuinely
confused and saddened to see a negative review
Responding to the Negative Reviews with Grace
Addit ional Tips For Responding To TripAdvisor
Reviews (Both Posit ive and Negative)
• Respond w i th in 24 hours
• Use the gues t ’s name (o r username)
• Be thought fu l and ind iv idua l i ze responses
• Rep ly to bo th Posi t ive and Negat ive rev iews a l i ke
• I nv i te gues ts back in a persona l i zed way
Managing your
online reputation
is one of the
most important
aspects of travel
marketing.
Our Promise to you is that you will leave this webinar with the specific action steps you need to take…
Receive Exclusive Access to our4 Pillars of Online Marketing Webinar
Access the Webinar
NOW