"Reputation management refers to the influencing and controlling of an individual's or group's reputation. Originally a public relations term, the growth of the internet and social media, along with reputation management companies, have made search results a core part of an individual's or group's reputation. Online reputation management, sometimes abbreviated as ORM, focuses on the management of product and service search website results."
Your venue requires a positive marketing strategy to encourage your best customers to share their good reviews, and also take the opportunity to respond proactively to your negative customers.
To nurture your venues reputation, you need be proactive with making sure you have a good hold on your customer’s opinion of your venue because we all know one angry customer can leave a damning review and badly damage your reputation, and it’ll be there for all to see for many years to come.
Firstly, making sure your customers enjoy their time at your venue by CREATING AN AWESOME CUSTOMER EXPERIENCE FOR YOUR CUSTOMERS. A first-rate experience at your venue helps turn customers into loyal regulars who rave about your venue to their friends and write good reviews. Customers expect an experience from your venue that makes them feel good. If they are feeling good, they are much more likely to spend their money. Your staff should welcome them warmly and treat them with attentiveness and respect. Train your staff thoroughly on all aspects of customer care and ensure they are all made aware that they share the responsibility for ensuring the customers are treated well and left with an overall positive impression of their experience at your venue.Encouraging all staff to go above and beyond basic service with all your customers.
"You can't buy a good reputation; you must earn it" - Harvey Mackay
CLAIM LISTINGS ON MULTIPLE WEBSITES – actively manage your listings, take control and customise your listing details, upload photos and videos to show customers what makes your venue special.
USE SOCIAL MEDIA – It’s a fact that whether your venue has a good, bad or non-existent presence on social media - social media will be affecting your venues reputation. So, it’s best to get on board, develop a great social media strategy to reach current and potential customers and show off your venue in a positive light. Engage with your customers, respond to their messages and comments and show them you’re the best place to visit in town.
CLOSELY MONITOR AND RESPOND TO REVIEWS – it’s important to be very hands-on with the review sites and engage well with your reviewers, respond to their reviews – the good and bad, and continuously track your performance.
If you require any assistance with reputation management get in touch with us. info@colloco-consultancy.co.uk
