This week we have been looking at the techniques travel consultants can employ to protect, prevent, monitor and repair their online brand from negative internet reviews. The good news? Online reputation management is not only available to you, it is affordable and within the means of every travel agency. The undertaking requires planning, however, as well as continual monitoring and persistence. Today, I want to add to the list of considerations a few tips that will round out the tools and practices at your disposal. Read the rest of this entry »
Over the past few days we have discussed measures a travel agency can undertake to prevent the posting of negative information online by both employees and others. But what about the information that is already “out there”? In an online world that never forgets, negative information can follow a company for years, and a word like “scam” or “cheat” can append to your company name in cyberspace even when unwarranted. Knowing the status of your travel agency’s current online reputation is an important aspect of Online Reputation Management. Read the rest of this entry »
“Online Reputation Management (ORM)” is the terminology now given to those PR efforts geared to managing and monitoring a company’s brand image in the online market place. As we discussed yesterday, one of the most important strategies in ORM involves prevention – providing communication channels with your clients that allows complaints to be addressed and remedied in a controlled fashion.
Pro-actively manage your reputation by ensuring that your business ethic and practice are client-centric. In a very clear fashion, let your clients know that their satisfaction is important to you and your travel practice. Read the rest of this entry »
You are engaged in pro-active monitoring of your company’s reputation, and you have in place every possible customer service channel to preemptively handle complaints. Yet, you wake up one day to a negative review online. Perhaps it is a customer who had a legitimate complaint and whom you could not satisfy. Perhaps you don’t know the poster. In either event, there are immediate steps to be taken, some “do’s and don’ts” that can lessen and even eliminate the impact of a negative online review.
Firstly, note the tenor of the posting. Is the tone well-spoken and reasonable or it is irrational and filled with inflammatory language? Can you can identify the person who made the posting? Many times, contacting the poster and trying to pull the discussion off-line is one of the best possible tactics. If the poster is willing to engage in a civil manner, it may even be possible once resolved to request a removal, a retraction or a follow-on explanation of the resolution from the original poster. However, too seldom is a rational, off-line solution available. Read the rest of this entry »
“Reputation is what men and women think of us; character is what God and angels know of us.”
~ Thomas Paine
You know what your company stands for, what ethic you live by and the manner in which you deal with your clients. You have spent time building a business persona, crafting the image you want your company to project. You have invested vast, precious resources developing your logo, your sales collateral and training your business associates on client relationships. You are all dressed up with somewhere to go.
Then, someone posts a negative review of your business online. Suddenly, online searches of your company name generate the negative review as a top result. What are your options and how can you counter the adverse publicity? Read the rest of this entry »