If you run a travel destination, you know that having good ratings and reviews online can have a huge impact on how how prospective travelers view your business or organization. When travelers search for information about you online, they may come across travel rating sites, blogs written by people who have visited your destination in the past, or even comments and pictures posted on social media networks. It's important to identify ways of managing your ratings and reviews online so it can become a part of your marketing plan.
One of the first things you should consider is how to handle negative feedback. If a customer has a bad experience, the first thing they are going to do is turn to the internet and complain. You can't just ignore comments, but instead you can find ways to make the situation better by reaching out to the customer and listening to what they have to say. Options could include offering special discounts to them for their next visit or just simply apologizing for their experience and promise to find ways to make improvements. If there are multiple complaints over a certain aspect of your business, it's very likely that changes need to be made internally.
When it comes to the travel industry, it's important to have a high quantity of reviews available online. Prospective travelers would be more likely to trust 100 positive reviews instead of just 5 on a rating site. If your site doesn't have very many reviews, you can encourage travelers to leave feedback. This can be done by first collecting customer information such as their email or mailing address and then contacting them after their visit to request for them to leave a review on a travel rating site or your Facebook page. You can even offer rewards to travelers who leave feedback for your business which may also motivate them to visit you business again in the future.
If your destination has reviews online that can help your business, it's important to make sure travelers can find them easily. You can place links to reviews on your website home page and even create a page dedicated just to customer testimonials. You could even occasionally post updates on Facebook or Twitter that will lead to the ratings and reviews. If you receive any special awards or rankings its important to highlight these as well in online advertisements.
With proper management, ratings and reviews can positively impact your business. If you have other ideas for incorporating them into the marketing plan leave a comment below!
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