Regardless of your business’ scale, reputation management is one of the key elements of your brand building process. Speaking in corporate terms, reputation is the impression that a brand’s products and services leave on consumers. The brand image created vis-à-vis customers, employees and suppliers is important especially for a company engaged in the service industry.
Reputation management can be classified into two groups: traditional and online. Offline reputation management for a property includes a wide range of factors such as service standards, social responsibility approach, relations with suppliers, hygiene of materials used in the property, food quality, and timely payment of employee salaries. Online reputation management is a much more comprehensive element ensuring continuity of the traditional reputation management on digital platforms.
Presence in the digital world is an important must for all properties wanting to access their customers through all available channels and drive sales. Enhancing your brand image on the digital platforms you are present is also the most important purpose of online reputation management. Your communication with your customers on social media platforms as well as your attitude towards any negative comment is also a crucial part of online reputation management. What are the elements properties should consider for online reputation management?
Here are 7 suggestions on online reputation management we compiled for you.
1. Social media management
If you cannot follow your social media accounts regularly, this might be even worse than not being present on social media. For instance, when you do not respond to your customers’ questions and comments, the poorly-managed social media account might affect your brand image.
2. Observing customer comments
It would be good for you to know what customers are saying about your brand so that you can use social media more effectively. You can shape your presence on social media more easily by drawing on these observations.
3. Being transparent
You have to be transparent towards negative comments about your property. You should focus on resolving the issues rather than trying to hide them. This way, your image will be enhanced.
4. Where are your customers?
It is critical to determine on which social media platforms your customers are more active. Being present on platforms where they can follow you and comment about your property can contribute to your reputation management.
5. Using social media correctly
Using social media actively to announce campaigns and accept bookings will help you increase your income. Therefore, you should use your social media posts both to enhance your promotional activities and brand image and to make direct sales.
6. SEO efforts
Another important aspect of online reputation management is to be there when your customer searches for you. Therefore, you should try to rank higher in search results by tapping into search engine optimization (SEO) efforts. If your customers view other sites instead of yours when searching you, you will lose potential customers.
Initially, you may monitor the efforts to enhance your online reputation by yourself. However, you might need support when things become more intense. At this point, it might be a good idea to use various online reputation management tools, analyze competition and report comments about your property on social media, travel sites, forums and many other digital platforms.
A property has to follow the digital world closely for a better brand image. It is possible to curate your property’s presence in the digital world through online reputation management. If you also want to enhance your brand image by accessing your target audience in the digital world and increasing your income through online booking services, meet HotelRunner. Create your HotelRunner account now and start earning immediately.