Reputation Management for Tourism Operators
Google, Facebook and TripAdvisor have provided customers with the ability to voice pleasure or displeasure of their experiences.
We’ll provide a framework for responding to customer reviews, so your business is presented in the best way.
Why is reputation management important for tourism operators
According to industry research, over 70% of consumers will view at least 20 reviews during their buyer journey and a third of users say that they change their choice of operator based on reviews alone.
For the most part, tourism operators acknowledge that customer reviews give their business credibility and exposure. However, there are still a significant number of operators that don’t actively encourage their guests to leave reviews or engage with the reviewers on different channels.
Tourism businesses need to put processes and key performance indicators in place to ensure that:
- Reviews are being left by guests on a regular basis.
- All reviews are being responded to in a professional manner, in line with the brand’s values.
What channel do we work with
You may prefer customers to leave a review on one specific channel, but ultimately it is up to them when and where they leave a review for your business.
A good tourism business’s reputation management strategy will highlight the most likely places customers will leave reviews and will put processes in place to increase the number of reviews and the responses to new reviews.
Some examples of common channels for reviews include:
- TripAdvisor
- Google Business Listings
- Zomato
- 3rd party booking systems (e.g. WotIF, Booking.com, Red Balloon etc.)
Ready to get started?
Check out some of our work for further inspiration or get in touch with us to begin your journey toward increased brand awareness, direct bookings & customer loyalty.
Digital Tourism Resources
Afterpay for Accommodation – Could it lead to more bookings or longer stays?
Accommodation providers traditionally offer two methods of payment, credit/debit or cash. But now there is a new payment option for operators to consider providing their customers: Afterpay. Afterpay and related pay-later services allow customers to buy products and...
How much should a tourism business spend on marketing?
When researching what budget your business should set for marketing, you'll find a lot of figures and suggestions out there. One of the most common rules of thumb is that your marketing budget should be 10% of your yearly revenue. However, I feel this method of...
It’s never been easier to spy on your competitor’s Facebook Ad campaigns
Knowing what your competition is doing, or not doing, is an integral part of formulating your own marketing plan. If the competitor research is done well, you have the opportunity to learn from what they are doing to make your marketing even better. Up until recently,...
Want to know how your business stacks up in your industry?
Get a free* marketing audit.
The audit includes:
- A 30-minute phone consultation with us;
- An analysis of your existing assets;
- An in-depth competitor comparison; and a
- Personalised report that outlines an itinerary of priorities to successfully market your business.
*Audit costs $295, but is fully refundable on
any project engagement with us.