Who Loves Ya, Baby? Best Practices in Social Media Reputation Management
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Who Loves Ya Baby? Best Practices in Social Media Reputation Management June 23, 2011 - Austin, TX
Transcript of Who Loves Ya, Baby? Best Practices in Social Media Reputation Management
Who Loves Ya Baby?
Best Practices in Social Media Reputation ManagementJune 23, 2011 - Austin, TX
What is reputation management?
Reputation management is the process of listening and reacting to what guests say about your hotel online. It consists of:
■ Listening
■ Resolving
■ Responding
■ Sharing
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The key players. 3
0
100
200
300
400
Expedia TripAdvisor Travelocity Yelp
Million Pageviews/Month
But, it’s not just review sites. 4
Social SharingReview Sites Blogs
Are responses important?
Seeing a management review is important to me
5
7%
22%
71%
Agree Neutral Disagree
Source: Forrester/TripAdvisor
How important?
If I was considering two comparable properties, the presence of Management Responses on one would sway me
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4%
28%
68%
Agree Neutral Disagree
Source: Forrester/TripAdvisor
What should you do?
timpeter.comtwitter.com/tcpeter
