Managing your Trip Advisor profile and keeping it current can be an extremely important benefit to your business, especially for those in the travel industry and the many travel-related businesses like restaurants, shopping centers, tourist attractions, and real estate agents. But keeping information on your profile up-to-date isn’t enough – you need to be actively involved with reviewing feedback and responding to it, and even trying your best to win TripAdvisor stars and awards to whatever extent this is possible.
Here are some of the reasons that TripAdvisor can have such a big impact on your business.
TripAdvisor has become one of the best online sources of travel information, and its directory of hotels flights and everything associated with vacationing expands every day. It is one of the first places people go to give their opinions of hotels and all the businesses associated with traveling. This being the case, it should also be the first place you go as a business owner to see what customers are saying about your services or products.
TripAdvisor has become a very powerful marketing tool which can have a profound influence on visitor traffic and the behavioral habits of travelers themselves. Very often travelers who take the time to review a travel-related business on TripAdvisor provide very detailed descriptions of the experience, including accommodations, amenities, services, and other highlights.
This amounts to free advertising for your business, assuming that the review is a good one. If a review of your business is less than desirable, it should be an alert to you that some aspect of your business needs attention, whether it’s customer service or something else. It’s no coincidence that a recent survey found more than 90% of all travelers preferred to book accommodations for hotels when photos and detailed descriptions were available to provide desired information.
In short, many of the people you are targeting for your travel-related business make use of TripAdvisor in one way or another – and this means you should be using it to your advantage.
If you would like a non obligation chat with the team at GleaveMedia to understand more about managing your Trip Advisor profiles better then please call us on 01392 241653 or get in touch through the website here.
The latest Facebook news feed updates have found a new way for all users to view the posts from friends they actually want to hear from and read pages they actually want to see by creating a more personalized news feed.
From facebooks’ own internal research it shows that each time an average Facebook member logs on there are 1,500 brand new updates, photos and videos waiting for them that have appeared since their last visit and if you have a large number of friends this can increase to over 10,000. So now Facebook has combined these features and put them all into one place and by choosing to ‘See First,’ any user will be able to create a brand new feed in a matter of minutes, and guarantee that they will never miss an important update, this Facebook video explains more about it…
These updates will allow any user control over what they want to see, which has to be beneficial surely?
Your business could well be sitting on a goldmine of data that you didn’t even know you had and if you took a look further and could well find some amazing nuggets ready to be discovered, such as;
Existing clients you can sell other products and services to.
Old clients, can they be resold to?
Prospects – people you’ve met who you haven’t followed up with.
All these and more will be sitting in some kind of database, so how do you find value in your own data? you just need to find it.
So how do you find it? well start at the beginning although you now may use a CRM system, how did you collate data originally, maybe it was a crd index file or even an old show box for all those cards you collected at networking meeting – either way go back relook and find them. It is never to late to remake contact and email marketing offers a very cost effective way to do this, to make that introduction and try to start that conversation all over again. So when you have all this old data when then…
Some questions to ask yourself?
Where is this business data? – is it in one big list or maybe our receptionist has a list from people who walked in, your sales staff from business cards.
What kind of format is it in? – Do you have any history with this data, i.e. where it was acquired from, who spoke to the contact etc etc
Has it been de duplicated? – important if you are planning on multiple mail shots.
Is it compliant with the data protection act? – this comes back to how the data was acquired, was it acquired by a trawl through records by a keen salesperson or did someone actually contact everyone on your lists?
And if all this seems to much trouble then why not ask our team as we also run our own email marketing system called mailPDQ and we can help you make sense of what you have and how you can use it to your businesses advantage, you can contact us through the website here.
The old adage that word of mouth wins customers is even more true in this digital age but these days many people will then use a search engine just to check out that recommendation. What happens next is the decider before buying or moving on and it appears that there is significant research that demonstrates that people will move on due to negative online comments.
So how should you respond to negative online comments? well these are our seven steps for dealing with negative online comments.
1. Respond quickly
If you are a BIG brand a customer will expect a pretty quick response, within the hour we’d suggest is best and you are likely to find those big brands monitor all the social channels with a dedicated team and will respond quickly.
2. Stay in the channel
There is nothing worse for a customer who raises an issue in say Facebook for a business to then want to move that conversation elsewhere, no they wanted the conversation in facebook so keep it in that channel.
3. Admit when you are wrong
If a complaint does comes in then it helps to have a common strategy for dealing with it and try to be as honest as possible when responding to online feedback, if you don’t then you are likely to be found out.
4. Do your best to put the issue right
For many businesses there can be no doubt that Social media is the best thing that has happened to customer service because if they’re good at it, any company can build a reputation for quality fast but on the flip side, if a company is poor at customer service, it’s now far easier to find out.
5. Don’t differ in how you would handle a situation between channels
Try to be as honest as possible when responding to any online feedback and don’t hide comments you receive, or make any excuses.
6. Be human not corporate – let your employees be themselves it will help them to develop a rapport with the customer
If you have someone complain who is in the mindset where they want to defame or attack your business online and that you get the site where they are doing that shut down or a comment taken down, then the chances are the complainer will just take that complain elsewhere on another channel. So it’s best to open up a sensible dialogue with the person criticising you and take steps to resolve an issue in the first place.
7. Remember that thousands of people could read your response
If your twitter feed has a large number of followers bear in mind that any response can be amplified far quicker to a far larger audience so make sure that you establish the truth and if it requires a response – here is a great opportunity to turn a negative to a positive.
So there you have our seven steps for dealing with negative online comments, and now the sales pitch if you need help or even just a no obligation chat then why not contact us through the website here – we’d love to show you how the team at Gleave Media can help your business proposer on Social Media.
As a company we work with a number of clients on all aspects of the Social Media presence, and as would be expected facebook marketing does feature highly in most businesses social engagement.
This customer wanted a pretty much immediate ‘push’ with his social campaigns on facebook with significant increase in reach of his updates. We proposed a directly targeted facebook campaign to reach out to the target business audience while at the same time work on the brand awareness and overall impact of the social updates.
The result are quite staggering with a 13000% uplift, yes thats right thirteen thousand percent uplift in reach for the customer, as i’m sure can see he was another very happy customer and one all to keen to share his direct results and success.
So if your business needs help with its social presence and if you just need someone else to have alook and see if you’re doing it right then give the team a call on 01392 241653 or contact us through the website here, we’d love to help your business grow.
Sometimes it pays to think outside of the box. This is especially true when trying to keep your brand fresh and uniform across the variety of social media platforms that your customers visit every day. Here are four ways you can keep your brand on course through using social media:
Discover and Track Reputational Risks
In building a successful brand, it is important to keep your eye on the potential risks to the company’s reputation. As the landscape of social media platforms change with trends and social media users, what are the potential risks to your brand reputation? How are these risks manageable?
Social Media Focus Groups
Social media platforms are a precious resource of honest customer feedback. Focus on these comments to find out what people really think about your brand. They will also likely be mentioning any of your competitor’s brands, giving you an opportunity to find out where to spend more time and resources in brand development for your business.
Position Yourself Ahead of Time
When you know what your customers are thinking, you are in a better position to take the next step. You can know what they want and have it waiting for them when they are ready for it. This kind of positioning makes sure they have what they want and it gives you more time to prepare a uniform brand across multiple platforms.
Learn From the Pros
This is especially beneficial if you have a new brand or up-and-coming, So study the freely available public data all of which you can glean from social networks – search.twitter.com anyone? You will find there is a multitude of data that can tell you all about your competitors and their customer base. This information should give you a wealth of background knowledge on your competitors and how these customers react to new brand products.
When you need fresh ideas and innovative strategies, look to social media platforms as the go-to source of information and inspiration. These ideas can help meet your brand-building needs while giving you fresh approaches to utilize in brand conformity. This is where Gleave Media can come in and help you plan, stratagise and then deliver a first class experience for your customers placing you ahead of your competitors, if this sounds like something you business could do with then please get in touch for a no obligation discussion, we’d love to hear from you.
Creating a customer service experience that your buyers love is one of THE most important actions for successful selling online – be that a hotel room or a product it doesn’t matter. We have seen customer expectations increase and standards online rise and this means that extraordinary customer service should be #1 priority for any business.
So what should your business look at changing to make your buyers want to buy again and again from you?
1.Customer want to be confident that they’ll get what they ordered and that they will receive the item quickly – if that is not a physical product then take that to be confirmation of the purchase.
2.What is your returns policy, it is clear and simple and easy for a customer to change their mind – something has come up can the customer amend or cancel whatever they ordered?
3.For anything you do online make sure you use high quality pictures and a really clear and simple description.
4.Listen to all feedback from customers both positive and negative, this can/should give you a gold mine of information as to how your business is performing.
So here you have it some great tips to help your business deliver an extraordinary customer experience . And here is our the sales pitch if you need help for your business Digital Marketing or even just a no obligation chat then why not contact us through the website here – we’d love to show you how the team at Gleave Media can help your business proposer on Social Media.
This is the copy from a recent video from the In a Nutshell series….
Thanks to numerous facebook changes recently, many businesses are thinking about scaling back on Facebook marketing – you shouldn’t.
Facebook is still the best social network for getting traffic to your website, and is great for conducting two way discussions between a business, and its customers. The appropriate interaction on your facebook page will make people feel valued, as it means that their needs and desires have been acknowledged, and that your business is actively working to fulfill them.
Getting this engagement-ball-rolling, however, can be a challenge, so these are my top tips for increasing engagement, on a new Facebook business page:
Welcome visitors – If you have business premises, you’d welcome new customers when they walked in, so why not do this on facebook? Ask a question about your products or services – Facebook is great for crowd sourcing, so why not ask your audience what they think about your products and services. Answer a question from a customer – People love to ask things, so answer honestly, and answer so your whole audience can see. Even a simple thank you will often do, showing your appreciation that someone has wanted to engage with your business, will go a long way to building that special relationship. Respond quickly to comments from visitors and fans – Where someone asks a question on your facebook page, ensure you reply as quickly as possible, ideally the same day. Create a connection from facebook to the outside world – Facebook has numerous widgets and tools, that can connect your business facebook page, to your website – so use them, also ensure that you have a business focussed URL, so you can be easily found.
Remember that your business page likers, return to where they feel welcome, and where they are rewarded for being there.
These days pretty much every business has some kind of social media presence yet still some business don’t seem to gain any proactive benefit from these fabulous social media sites, is your business making those simple social media mistakes?
1. Boring updates A boring update is anything that lacks your businesses unique personality or perspective, you need to give a new look and feel on and old topic or even going against the norm is what will get you noticed.
So ask yourself how you can infuse your own business ideals and the character this brings into each update – this is the key essence of branding, after all the last thing you want to be is forgettable.
2. Disrespecting others Social media is not the place to publicly air your grievances with others, doing this on social media is simply no different than shouting insults at someone in public or raising your voice at a retail store employee. For sure it will get peoples’ attention, but that’s not the kind of attention you want.
3. Failing to promote others Someone once said ‘givers gain’ and when it comes to building your business on social media and building a responsive network of followers you need to develop a reputation as someone who highlights others. Not only does this give credit where credit is due, it also communicates that you’re secure with your success and have the ability to promote others in your industry.
A couple of great ways to highlight others include:
When someone gives you a great piece of advice, post it on Facebook or Twitter and tag that person.
Why not use the endorsements feature on LinkedIn and begin endorsing people within your network.
4. Not replying to comments If your business has for example a Facebook page and people comment, by not replying to these comments this is no different than starting a conversation with someone and then ignoring their response. Actively monitoring comments and questions on every post can be time consuming, but even posting one follow-up comment per post can show you care and that you’re engaged.
5. Being tagged in questionable photos We were running a training session in Somerset in mid 2013 and one of the participants was easily found in a very questionable photo on Facebook – would you want that? We know that lots of people will have had a photo taken that if you could wind the clock back you would want to change and indeed at the time may well have seemed rather funny, but you should think twice about allowing yourself to be tagged in any questionable photos whatever the site they are going onto. The last thing you want is your business or staff in any image that bring the business into disrepute.
So here you have it our top five ways that your business can get Social Media wrong, and now the sales pitch if you need help or even just a no obligation chat then why not contact us through the website here – we’d love to show you how the team at Gleave Media can help your business proposer on Social Media.
The importance of creating great content about your business or products you offer at the right time has been shown to have a direct benefit to drive demand for this offering and at the same time improve the all important bottom line. To make sure you get the most out of any content you create here are our top five tips;
keep it relevant – don’t just write some generic mumbo jumbo, who is your audience, your target market? If you write with them in mind you will have far greater engagement and by its very nature a greater response rate, which is surely what you want isn’t it?
don’t just promote – at the end of the day we all want to sell our products or services but if you do this all day every day then people will disengage with you (your business) and more than likely not welcome any future communication updates.
quality of the content – what you create needs to be written, or at the very least ‘helped’ by the relevant person, so if you’re a hotel writing about the amazing meals you offer then get your chef to share and help – thats common sense surely?
it is applicable to your business – we see this so many times, where a business creates content that is in no way relevant for your business, not even slightly – not only would this give poor results but it could also damage the businesses reputation.
does it offer benefit to the reader – as with all content creation you need to think with your reader in mind, what are you offering them, think like a customer so don’t just promote, offer them something of value. To use the example of a hotel why not offer a small article on how to make amazing cranberry sauce this festive season
So in summary if you can offer a relevant targeted message about your business this will have a direct result on engagement and interest. make no doubt about it if you can create great content you will gain more sales leads and improve the quality of your website traffic further promoting your brand.
A short mention for GleaveMedia, we can help with your content creation needs and requirements and help your business achieve it’s targets, just get in touch here.
We are a creative bunch and we value your business like it was our own. By working together with you we can focus all our energies on increasing your visibility online across all the internet be it as specific as Facebook marketing or even SEO we have those skills.
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