Webinar assignment

Beyond the basics: responding to social media feedback like a pro.

Julien Iaconelli

Known company: collaborate with Review Pro- We can ask questions and get the answer

regarding the webinar- Neil James, director of account management,

- Created in 2008, Review Pro covers more than 1000 hotels in 70 countries

- Social media is everywhere, people complain more on the network rather than

to the manager

-responding online requires some skills

-reply according to weather the hotel is known for his concierge, his location, his staff etc.

-people who complain about their stay and say in their comments to book in another hotel, hotels

have to be careful in their reply.

-be aware that the people who have stars and helpful and recognised advice on previous reviews

-social champions like front office managers, marketing team have to master the posts, the

contents posted and know when to post, what to post, how to post etc.

-Apex company provides small toys like Ducks and people can take them to where they go and post

their photo with word to mouth and marketing tool

Why do we have to respond to reviews?

- Opportunity to know about weaknesses

-reassure and convert travelers-highlight the positive aspects as well

-make sure every negative reviews has a reply to make sure that the customer is listened to.

-apologize when needed

-promote special events, cross sales etc

-make a follow up and continue the discussion through private email

-make sure the review is short, not go too much on details

-inviting guest to think by themselves

-how to deal with blackmail from guests, now TripAdvisor can be aware that the guest has

intentions to blackmail the hotel and so the review will not be valid.

-reply a review when we have an extra value to add to the content. Make sure the comment is

accurate.

Advantages to attend a Webinar

-broaden vision

-free amount of information and opinion-held by professionals and experts

(credibility)

-putting clear examples in actions

-more interesting on the human point of view, it’s not about making money, it’s

about how we think

What I would do to impove a webinar

-make some summaries along the webinar-ask people ho

-make a questionnaire at the end of webinar to make sure the big points are covered