Customers are increasingly basing their buying decisions on the experiences and opinions of others they see online. Negative reviews and low ratings will create mistrust, and they’ll choose another, better-rated establishment instead.
So, it’s essential to keep your eye on all channels to see what your customers say about you. When guests write restaurant or hotel reviews, they’re not only voicing their opinion to you but also countless other potential customers. By managing your online hotels and restaurant reviews efficiently, you’ll be able to resolve issues, spot new opportunities and answer complaints. You can use the feedback you get from guests to further improve your products an services, to enhance the customer experience and attract more positive reviews.
According to research by Lithium Technologies, a staggering 78% of consumers who complain to a brand on Twitter expect to hear from the company within one hour. And if they don’t, they’ll share their bad experience with their contacts, escalate the complaint through other channels and will stop buying from you in the future.
What’s more, by ignoring your customers’ positive or negative opinions, you are missing opportunities to improve and make the most of this data, make better decisions and be misaligned with trends and customer preferences.
It’s practically impossible to answer every single review your business receives online, especially when you’re dealing with multiple venues and sales channels.
Our online review management platform gathers your hotel or restaurant reviews from major online platforms (Google, Tripadvisor, The Fork, Just Eat, Deliveroo, Facebook, Instagram, etc.) into one user-friendly dashboard. Assign roles to managers of individual sites and monitor their performance from a distance. Its powerful AI algorithms can detect customer sentiment, context, and trends not only from written reviews but also by analysing photos posted by your customers. Reputation’s learning capabilities enable you to set up automatic or personalised responses so you can quickly answer customer restaurant and hotel reviews, all from a single, easy-to-use dashboard