As the world’s number-one tourism website, TripAdvisor is an audacious and powerful beast. For travellers sharing a review or researching a trip, it works a treat. For tourism operators it can prove a powerful marketing and distribution tool. But for all of these treats, this powerful beast can serve up a trick or two.
Handling Reviews
Since anyone can post a review on TripAdvisor, it can create some scary situations for a tourism operator. Travellers threatening a negative review as an attempt to get a discount, competitors purchasing fake reviews to boost their rankings, or a sinister traveller who is simply miserable about life and uses the platform to constantly complain.
Some operators believe fake or venomous reviews are...
Website hacking has become an increasingly common occurrence, with tens of thousands of sites and applications affected every day. It seems that no one is safe, including Ashley Madison, Apple’s iCloud, J.P. Morgan and Home Depot to name just a few. Last week Google announced they are cracking down on spam and hacked websites, not only removing more of them from search results but removing them faster.
Unfortunately, you will never be able to 100% safeguard yourself from being hacked by a determined and skilled individual or group. However, there are a number of things you can do to ensure you are less likely to be affected - and if you are affected, how you can minimise the effects on your business.
Handling social media customer care may seem frightening - public posts with angry comments about your business are hard to control and can feel like a personal attack. Consider this - those customers will be online complaining about you, no matter what you do or whether you have a social media page on Facebook, Instagram, Twitter, etc. What matters is how you respond to change their experience and perception of your business.
5 Steps of Customer Care
1. Check In
Do this once daily during office hours. Set a time when you drink your morning coffee to check for any new messages or notifications. Make your goal to respond within 24 hours of a business day. If you make a habit of morning responses, this will be easy! Facebook...
