Alan Stevens The MediaCoach Twitter: mediacoac How to be top on TripAdvisor All tweets welcome: #NHMC2015
Alan StevensThe MediaCoach
Twitter: mediacoach
How to be top on TripAdvisor
All tweets welcome: #NHMC2015
What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED - Your website
• EARNED
What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED - Your website
• EARNED - Review sites, social media
What do customers know about you?
• PAID - Adverts on Facebook, Google etc
• OWNED - Your website
• EARNED - Review sites, social media
What prompts a review?
•Being asked
•Quantity of previous reviews
•Experience differs from expectation
•No other channels
•Unresolved issues
•A very good or bad experience
•Personal request
•Post-visit email
•Regular email
•Physical reminder
•Call to action on website
Ways to get reviews
Dealing with negatives•Provide non-review paths for feedback
•Links to support in emails
•Live resolution/escalation
•Broadcast your willingness to listen to feedback
•Learn from negative feedback - a process, not a reaction
•Always respond to comments
Responding to comments•Quick, not immediate
•Know the rules (No personal insults..)
•Decide what level to reply at
•Claim your business listing
•Public or private?
Crisis, what crisis?•One bad review isn’t a crisis, unless:
•It’s from a celeb
•It’s retweeted or shared
•It highlights a danger
•Any of the above, or a series of bad reviews is a crisis
•You can prepare for any potential crisis
•You can set up a communications plan that will work in any situation
•Crises lead to panic. Preparation allows you to stay calm
Essential qualities
•Transparency
•Humility
•Contrition
•De-escalation
•Move the conversation offline
Alan’s 4 point review plan
1.Encourage reviews
2.Pay attention to what they say
3.Share your good reviews widely
4.Respond fast, personally and appropriately