Online Reputation Management: 10 ways to deal with upset customers.

After i have read the article about the customer’s complains to Ryan Air Budget airline, I found that the reaction from Ryan air is too harsh and not appropriate at all.

To deal with upset customers, we shouldn't add fuel on fire.  What Ryan have to do "LAST"

L=Listen

Although we didn't have conversation face to face to the upset customers, we have to check all complaint comment on the website or the social media.

A=Apologize

Next we have to apology properly

S=Solution

Then suggest a good solution

T=Thanks

Thanks them to bring this to our attention

This is the thing that Ryan air has to react to the upset customer.

Well the situation online complaint and face to face complain is quite different because somehow we can't see the comment.  

10 point plan on what Ryan Air SHOULD have done

1.  Check the comment on the social media regularly and set google alert to get the feedback from customers.

2.  List all the complaint comment that we MUST answer to the upset customers.

Simple thinking, first complaint first serve!!

3.  Think carefully what we will answer them, answer case by case and think also about the solution.

4.  Answer them AS SOON AS POSSIBLE, and try not to let the others commenters make them more upset.

For example, imagine if we are upset and complaint something on the website if the company doesn’t react immediately.  There are the others comment who will tell their bad experiences also that will stimulate us to become more furious, am I right???

5.  Speak or Write politely as educated person!!

It’s very important to answer them politely.  We have to show EMPATHY because the customer will sense how much we care and considerate their problem.

For example, I understand how much you will be upset if I was you place I would feel the same way….

6.  Apologize properly

Show them that we are REALLY sorry not FAKE one.

Personally we have to apologize two time, at the beginning of the letter(or comment) and at the end.

For example

We are deeply sorry that you had the bad experience with our airline………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

Again, we have to apologize that happened to you

MOMO

General Manager

7.  Offer the BEST solution

To keep the good relation to our customers, it’s very important to change a crisis to be an opportunity.  Offer them something that reasonable to make them at least happy from their bad experiences. 

8.  Do not try to FIGHT even if we are not wrong!!!!!

I would like to show one example that the customer complaint on my brother restaurant and I think this is a good respond because the owner answer and explain to make the customer become more clear.

 

9.  DO NOT HIDE what people complain about us
Make then discuss online freely, then they will know that we are considerate all the complaint and of course it can turn to be a good outcome.  Moreover, word mouth to mouth is very fast!!

10.  Encourage customer to give us their opinion

The word mouth to mouth is more powerful than what we say, so, invite them to talk about us especially the person who has influence to the others such as a blogger.

I hope that my 10 steps suggestion can be useful more or less

Sources

http://talkaboutsocialmedia.wordpress.com/2012/08/22/ryanair-fails-to-address-social-media-crisis/

http://www.socialmediaexaminer.com/10-ways-to-deal-with-upset-customers-using-social-media/

Online reputation management: Reputation Scorecards

Reputation Scorecards are a new service for the hotel industry, tracking a hotel's performance in guest satisfaction based on the Global Review Index™ (GRI), a general online reputation score taking into account ratings from online reviews across over 100 different online travel agencies and review sites worldwide. sources:http://www.reviewpro.com/reputation-scorecard

How does it compare to Trip Advisor Certificate of Excellence?
Reputation Scorecards are based on ratings from online reviews from different websites while Tripadvisor's Certificate of Excellence is based on reviews from Tripadvisor website only.

Which is more important to a hotel, why?
Reputation Scorecards seem to be more important because the reviews gathered to measure a hotel's performance are from a larger sources, more than 100 OTAs and websites.

The Sherry Netherland Hotel NYC

- There is no quality score or certificate of excellence on the hotel's website
- We can find the guest review directly on the website, they represent like interactive chat program.
- They respond to their guest comment, especially the guest who are not satisfied
- The explanation of the response is good.


Casablanca Hotel

- Quality score and certificate of excellence is presented on their website.
- There is a space on the site that allow their guest to left their comment and it link directly to tripadvisor.
- they participated to guest's comment.
- they response very well to their guest, they are really professional and know how to respond to guest who are not happy with their stay.  They are really concern with the customers guest, they said" Because of your comment, we are changing the name of the room to the Cozy Petite Room to ensure that anyone who might prefer more space understand that they should consider a larger room."

Hotel giraffe

- On the hotel website, there are Tripadvisor's Certificate of Excellence and
the link to Tripadvisor.com for writing and reading reviews.The reviews presenting on the website are the most recent ones
from Tripadvisor.
- Tripadvisor: Ranked #5 of 446 hotels in New York + Certificate of Excellence 2013
- Response to guest reviews on Tripadvisor by the hotel's General Manager: the response is perfect.
There is an emphacize on the hotel's good points first and then giving apologies with sincerity plus encouraging clients
to come back.

THE LIBRARY HOTEL

- On the hotel website, there are Tripadvisor's Certificate of Excellence and
the link to Tripadvisor.com for writing and reading reviews.
The reviews presenting on the website are the most recent ones
from Tripadvisor.
- Tripadvisor: Ranked #3 of 446 hotels in New York + Certificate of Excellence 2013
- Expedia.com: Rated 4 stars out of 5; 99% customers recommend
- Google Plus: 4.3 stars with 97 reviews
- No response to guest reviews on Tripadvisor

The Bryant Park Hotel

 

- No certification or reviews on the hotels website
- Ranked #8 of 446 hotels in New York City with Certicate of Excellence 2013
- Response to guest reviews on Tripafvisor by Director of Front Office and Guest Services

Fashion 2014

Fashion spring summer 2014 check it out!!!

Hotel Reputation Management

What is Hotel Reputation Management??

Reputation management is a management tool that allows the company or hotel to know the public's views and the public’s opinions of a company.  For example, the hotels are able to know what their customers feel, they are satisfied or not with the services.  As the result, the hotels can improve and transform their weakness to become the positive outcome.  A reputation management services agency can build your new companies reputation from scratch, or maintain an already established company’s good reputation, or hide a bad reputation with positive marketing and self-promotion strategies.

Why is it important to a hotel?

Placed to the customers’ position, before we decide to book a hotel it’s obvious that we have to review from the others experiences on the website (of course internet is the easiest way to check the review).
We can’t deny that the guest’s review on internet impact directly to hotel’s reputation and hotel’s revenue.  The hotel must know how to react the customers’ comment on the internet, in the negative case, the hotel have to handle and then change the bad situation to become a good one in order to impress their guest maximum.
Thus, it is very important to the hotel because it help the hotel improve themselves from the customers’ point of views.

What services do the Reputation Management companies offer to a hotel?

The Reputation Management agencies such as trustyou and reviewpro offer the services by the following;

1. Analytical tools or monitoring tools that allow the hoteliers know everything about what the customers said to them from the various website such as tripadvisor, yelp, facebook, etc.

2. Hotel marketing tools that help boost in site SEO and conversions.

3. Online Guest satisfaction surveys.

Sources
http://thinkbiggolocal.com/reputation-management-what-it-is-and-why-you-need-it/
http://www.trustyou.com/
http://www.reviewpro.com/press-release-sol-melia-announces-strategic-partnership-with-reviewpro-to-manage-the-groups-online-r-558

Content Marketing

Colette concept store Paris

Colette concept store in Paris

Positive elements
1. The website display every kind of product on the first page
2. Music station
3. Creative design: loading icon, background, illustration
4. Complete information: price, FAQ, location and contact
5. User friendly web

What is the experience.
When the audience click on the website, they will find a very creative design.
There is the music station on the site which will accommodate the visitors during their surfing on the site,moreover, they can also choose their favorite music.
On the main page, all the category product in the store will be displayed, so, the visitors can get ideas what they want to see first.  Besides, the website is very easy to use and to find the information such as price, product, location and contact.


Why does it matter?

- The first page is the first impression that the audience see so having full contents at the first page can have a positive impression
to viewers as they do not need to waste time looking for what they want in complicated drop-down menu like other websites.
- Music station helps animating the web surfing experience, plus it is a mean of advertising and promoting the product too. (The store sells CD)
- Creative design emphasizes the image of the brand: fashion, artistic, style and hype.
- Complete information provided makes it easy for viewers who will be the future customers to make a decision since the first step of getting information.
- User-friendly website is convenient for the audience and that will contribute to positive patronage intention.

Comparison with Designhotels.com
The things that the two websites have in common are the followings:
- visual story telling: pictures, illustration
- Price showing
- Complete information provided including contact, company background, service, etc.
- Presence of links to social networks at the end of the page

Different
- The design of design hotel's site is more classic and more professional.
-  No audio and no animated elements.

SO LO MO Six Senses Spa Paris

Solomo safia siri_pornsinee_new from mellomomo