Some 90% of customer research restaurants through online reviews or the venue’s website before going there (Upserve 2019). So, it goes without saying that positive customer reviews will instil more confidence in potential customer. Therefore, the way you approach online reputation management will directly influence bookings and lead to an increase in revenue.
Potential customers looking for somewhere to stay or eat will be put off if your hotel or restaurant has poor online reviews and low ratings. This bad impression is even worse if you don’t respond to negative reviews after a guest has had a bad experience at your venue. They’ll feel frustrated and ignored, and any potential customers will avoid your business for fear of being treated the same way.
By answering reviews – and particularly the negative ones – you’ll regain your customers’ confidence, and they may even give you a second chance. They will feel that you care about their experience, value their custom and potential customers will also be more inclined to give you the benefit of the doubt.
At the same time, use customer feedback as an insight into what is going well, what could be improved, and act upon it to win over more positive reviews in the future.
Reputation by MAPAL gathers customer reviews from all major online channels (Google, Tripadvisor, The Fork, Facebook, etc) in one simple dashboard. You can see the important data at a glance, answer reviews and queries easier and more efficiently.
The tool enables you to setup automatic responses for customers reviews with the help of AI as the system is always learning and will adjust the tone and offer personalised answers according to the context. Monitor your response rates, see which stores are lagging behand, detect and resolve persistent issues. Learn from customer’s opinions and intelligent photo analysis to improve your product and service, and essentially increase hotel revenue and restaurant sales as a result.