1. Online Reputation Management

2. WHAT IS REPUTATION?

3. REPUTATION MANAGEMENT
Reputation management is the understanding or influencing of an individual's or business's reputation. It was originally coined as a public relations term, but advancement in computing, the internet and social media made it primarily an issue of search results.

4. EVERYONE NOW HAS AN OPINION

5. THEIR FAVOURITE TOPIC?
TRAVEL!

6. NETHERLANDS MARKET TRAVEL SITES
TripAdvisor is the second largest travel site in the Netherlands
ComScore July Monthly Unique Users

7. 2017 VIEWS OF NETHERLANDS CONTENT
Split by source market. Domestic = 38%
ComScore July Monthly Unique Users

8. 455 6.6 7 million TRIPADVISOR TODAY 570+ 300 160 MILLION 150,000+
members
570+
reviews &
opinions
MILLION
7 million
455
Accomodations, restaurants and attractions
over
150,000+
destinations
MILLION
Unique visitors
a month
every minute
300
user contributions
over
over
6.6
MILLION
businesses listed 48
Domains in 29
languages
Source: comScore Media Metrix for TripAdvisor Sites, worldwide, December 2017; Source: TripAdvisor log files, Q4 2017

9. 96%
consider reading reviews important when planning and booking hotels
83%
will “usually” or “always” reference TripAdvisor reviews before making a booking decision on a hotel

10. UNDERSTANDING THE MOTIVATION TO SHARE
People want to share positive experiences and pay it forward for the advice they received from others
73%
70%
4 out of 5
of TripAdvisor users report that they wrote a review in the past year because they wanted to share a good experience with travellers
is the average bubble rating on TripAdvisor
of TripAdvisor users wrote a review in the past year because they received good advice from reviews and wanted to give back to the community
Source: Comscore November 2017

11. HOW CAN I INFLUENCE MY BUSINESS’ ONLINE REPUTATION?

12. WHAT HAPPENS IF YOU DON’T TAKE CONROL?

13. YOUR VIRTUAL RECEPTION IS ALWAYS OPEN!

14. DON’T LEAVE IT UNMANNED!

15. YOU CAN HAVE YOUR SAY & INFLUENCE TRAVELLERS
78%
84%
of respondents say “seeing a hotel management response to reviews makes me believe that it cares more about its guests”.
of respondents say “an appropriate management response to a bad review improves my impression of the hotel”.
Source: PhoCusWright’s “Custom Survey Research Engagement,” prepared for TripAdvisor. September 2015.

16. 1* RESPONSE EXAMPLES

17. 5* RESPONSE EXAMPLES

18. MANAGEMENT RESPONSE BEST PRACTICES
Sign up for review notification s
Read the guidelines
Respond within 24 hours
Say “thank you”
Be original in reply
Highlight positives
Address specific complaints
Be polite and professional

19. SERVICE! SERVICE! SERVICE!
Provide truly remarkable service
Be true to brand
Be “refreshingly honest”
Mobilize the whole team
Offer great value
Do it with passion every day
Focus on traditional hospitality
Prevent escalation

20. SO HOW DO I GET MORE REVIEWS?

21. REVIEW COLLECTION PROVIDERS
TripAdvisor partners with over 100 Review Collection Service Providers such as Review Pro, GuestReview and Revinate
These tools allow you to automatically collect guest feedback and identify opportunities for improvement
There are three types of review collection partners: guest survey providers, internet booking engines, and property management systems.
A recent study concluded that highly engaged hotels using Review Collection services saw a 30-80% increase in reviews and 40% more TripAdvisor page views, than those not using these services.*
*”Using Guest Reviews to Pave the Path to Greater Engagement” collected by Atmosphere Research Group

22. MORE TOOLS Request a Free TripAdvisor sticker for your window
Add a TripAdvisor app to your Facebook Business Page
Leverage existing TripAdvisor content, like traveller reviews, ratings, percent recommended statistics, awards (if applicable), your property’s primary image and a slideshow of your photos. Plus, travellers can now write reviews for your business right from the app in the new “Write a review” tab. 
Small social media button. Big traveler impact – add TripAdvisor’s free social media button to your business’ website.
Ask staff to ask guests as they check out.
Leave cookies or sweets in the room attached to TripAdvisor review request cards

23. WHERE YOU COME IN….
EVERY SINGLE MEMBER OF STAFF CAN AND WILL HAVE AN INFLUENCE ON A VISITOR’S ENJOYMENT!
THEY NEED TO LEAVE FEELING LOVED AND WANTING TO RETURN.
THEY MUST WANT TO TELL THE WORLD OF THEIR POSITIVE EXPERINCE AT YOUR ESTABLISHMENT!

24. Thanks! Any questions? @torid46 victoria@victoriapearceconsulting.com
You can find me at:
@torid46