At the company's first master class event in London, TripAdvisor said not enough hoteliers are challenging negative reviews made online by customers. By responding to negative reviews, you are showing great customer service. It shows you care about your customers and are more likely to look after them when they stay.
At a seminar on Social Revolution, TripAdvisor senior director of display sales Martin Verdon-Roe urged hotel owners to actively engage with customers through its site. Two-thirds of the responses on the site’s management response tool, launched last year, are responses to four or five-star reviews.
Verdon-Roe said: “It’s hoteliers thanking customers for positive reviews and not challenging negative reviews. By writing these responses you are showing great customer service. It shows you care about your customers and are more likely to look after them when they stay.”
He also suggested hoteliers talk directly to customers to resolve issues raised in reviews, but also said users would not necessarily believe “overly positive or negative” reviews.
Get the full story at Travel Weekly UK
No hay comentarios:
Publicar un comentario