Social Traffic, Inc has launched a reputation builder software tool that helps hoteliers build their reputation by presenting customers the first opportunity to give feedback about their experience.
“Handing out customers cards, QR codes, and flyers to take away to give reviews isn’t effective,” says Social Traffic, Inc’s founder Simon U. Ford.
“What does work is being first to place a link in front of customers when they are next connected to the internet after their buying experience. A single click to rate their experience and offer feedback is not asking anyone to go out of their way. It’s quick, convenient and simple because of the timing. Timing is everything which is why this tool works where so many other reputation management tools have failed,” says Ford.
“Now if a hotel has dirty rooms, their staff are rude and the food is horrible, software can’t really help them. Social media is a lonely place for poor operators. Good operators however, with the right tools and strategy can leverage a customer feedback loop turning it into word-of-mouth on steroids,” Ford goes on to say.
Ford then explained how “this reputation software directs happy customers to a thank you page requesting they duplicate their positive review onto public review sites. Unhappy customers are redirected to a feedback page to vent, where the manager can listen, and hopefully fix the problem in private.”
“It’s important that hotel owners realize that 35% of travelers change their hotel selection after reading online reviews, and 9 out of 10 people who are referred to a business by a trusted relationship go online to qualify the referral before approaching the business,” Ford concludes.
