5 Practical Tips for Online Reputation Management in the Travel Industry

Online reputation management is crucial for businesses in the travel and tourism industry. Not only is the online presence important for advertising and attracting clients, it also showcases your customer’s satisfaction with your services.

Here are some practical tips to use for your online reputation management in the travel and tourism industry.

1.Managing Expectations

Prepare a complete and accurate description of your services, including information about properties, features and benefits potential clients might enjoy when collaborating with you.

The information you put out there will set the bar for customer expectations. As an example, if your clients oftentimes mention the size of your hotel rooms is misguided, then you should inspect and make the appropriate changes.

2. Automating Feedback

After providing your services, consider setting up an automated request for feedack. This can be done in the form of an e-mail kindly asking your customer to leave a review on your website. If the budget doesn’t permit you to undertake an automation task, you can consider personally asking for a few comments on their experience. Some review platforms in the travel industry can also send these e-mails to customers when they book your services through their site.

3. Responsiveness

Reply to all types of feedback, be it positive or negative. This is essential in building a good rapport with customers and projecting a trustworthy image towards potential clients.

Especially important is to respond to negative feedback where customer experience has suffered. You can apologize for not living up to your promise and allows you to show future customers that your brand cares about delivering the best possible service.

4. Use Review Badges and Social Media

Showcase your reputation by adding badges from online review platforms. Similarly add social media icons to your website so that customers know on what platforms they can find you and interact with your brand. You can even consider allowing customers to write a review for you directly on your website. Reviews on your website can show up directly in search results and help with your SEO.

5. Quick-Fix

When an issue with any aspect of your customer’s experience is raised on any platform (in person or online), it’s important to address it and solve it as quickly as possible. If one customer finds an issue it’s highly likely that more will find it as well. Make sure that your team takes reviews seriously and fosters a culture of change and improvement.