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Online Reputation Management
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e-mailOnline Reputation Management, written by Tourism BC, provides a guide to social networking and it's effect on the tourism industry.
Online reputation management is the process of monitoring, reporting and reacting to online feedback and opinions about your business and its people, products and services. It involves actively participating in social networking by engaging travellers and generating content, as well as using customer feedback to strengthen your business and to build loyalty and advocacy.
Whether you manage a large hotel chain or a one-employee tourist attraction, you’ve probably mentioned online whether you know it or not. As a growing trend customers are now consulting reviews before committing to any purchase whether small or large. It is important that you manage those reviews to help promote your reputation and how you respond to those reviews, both good and bad.
In this guide you will learn how to:
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Develop and administer an online reputation management program
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Use time-saving tools to monitor and analyze reviews and feedback
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Use customer feedback to affect positive change in your business
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Respond to online reviews and social media feedback
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Use social media channels to strengthen your business’s online reputation
- Encourage customers to share content and advocate for your business.
“According to a recent TripAdvisor survey,” reports Brian Payea, TripAdvisor’s Trade Relations Manager, “76 percent of travellers said they have a more positive view of owners who respond to online guest reviews.” Download the Online Reputation Management guide today and learn how to be one of those business owners.
Guide: Online Reputation Management (June 2011)
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