By Blake Ng — 23 Jul 2019
A lot of time and resources are invested into developing your own digital content. From social posts to an engaging, interactive website, you need to create a space for your brand online. However, the most powerful and most trusted online content is not curated by you. It’s given to you by your customers in the form of reviews. So you need to get more customer reviews.
Online reviews are considered to be objective, honest information about a given brand. They are trusted by just about every type of traveller across every demographic. In fact, recent research shows that nearly 91 percent of consumers regularly read online reviews. If you want travellers to book your tours, you are going to need to provide them with reviews. Here’s a more in-depth look at customer feedback.
Sometimes, the key to getting more reviews is to simply ask your customers to leave feedback. Of course, you need to ask at the right moment. Ideally, you would gently remind your tourists at the end of the tour that you have a TripAdvisor page and that it would mean a lot to you if they could leave feedback about their experience.
As part of your customer loyalty program, you could offer incentives for customers who leave feedback. But avoid paying customers to leave positive feedback. Your incentive should be a small token of your appreciation, such as a souvenir item or a minor discount on a future booking. The reward should be available to any traveller who leaves feedback, regardless of whether it was a positive or negative review.
Your TripAdvisor page gives you an opportunity to showcase your customer service skills. You should respond to reviews not only to appease the customer who has left feedback, but also to prove other travellers who may be reading those reviews that you are committed to customer service. It’s important to respond to both positive and negative feedback, and to always maintain a polite, professional tone.
Use your social platforms to remind your followers to leave reviews. You can use Facebook to remind your followers to visit your TripAdvisor page to both read reviews and leave feedback. You can use Twitter to send out a quick update about your TripAdvisor page. Social media provides you with an easy opportunity to get more TripAdvisor reviews.
Another way to generate more reviews for your brand is to create a testimonials page on your website. There, you can highlight some of the best reviews that you have received from your travellers. Be sure to leave a link to your TripAdvisor page and ask travellers to leave feedback when they have a moment.
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Wondering what the Baby Boomer segment prefers in the travel space? Read more about it here.
Read our blog on ‘TripAdvisor for Tour Operators: 3 Reasons to Get Started’ here.
Image credit: Henry Perks