ONLINE REVIEWS Flashcards
[DEFINITION] A review of a product or service made by a consumer who has ex______ a service or pu__d a product
experienced ,purchased
Good response = ___% improved their impression
Aggressive response= __% less book again
84%
64%
[OR IN HOSPITALITY] Potential consumers pay attention to what p___ clients are thinking about a business. In hospitality, online reviews are cr___, even game- ____
past, critical, game-changers
[OR IN HOSPITALITY] Online reviews can increase l___ and b___ through tr____ and con___ content. These reviews have the power to convert internet users to clients.
leads, bookings, trustworthy, convincing
Ways to encourage guests to write a review:
1. Offer pro___al gifts
2. Em___ after a booking
3. Request reviews in p___
4. Simplify the pr____
- promotional
- emailing
- person
- procedure
[EFFECTS OF POSITIVE OR]
- People search online B___ paying for a product or service
- A p___ guests will read all reviews of surrounding hotels b___ booking
- Good online reviews will in___ their likelihood of choosing a specific hotel
- before
- potential, before
- increase
[EFFECTS OF POSITIVE OR] When a potential visitor comes across a positive review on their results page, they will instantly click the website for more info.
Firstly, there is more of a chance to pe__e them to book a room.
Secondly, that will boost online tr___c and eventually the search engine ran___s without much effort and money
persuade
traffic
rankings
[EFFECTS OF POSITIVE OR] A survey claims positive reviews boost customer loyalty by __%. Customer reviews are like building bl__s of trust between brands and customers
73%, blocks
[ EFFECTS OF NEGATIVE OR] Negative customer review can affect the brand re___n badly and weaken its reliability.
reputation
[ EFFECTS OF NEGATIVE OR] Many online buyers are rel____t to book from a hotel or restaurant with no or too many ____ reviews, thus decreasing revenue.
reluctant, negative
[ EFFECTS OF NEGATIVE OR] Having bad reviews makes the good ones seem more tru____y. This way, customers can know that the hotel is re___e, genuine and a brand they can choose
trustworthy, responsible
[ EFFECTS OF NEGATIVE OR] Some negative reviews are ri___l. These reviews will benefit the business by showing the areas or pro___ that should be enhanced or chan__d
rightful, products, changed
[ EFFECTS OF NEGATIVE OR] Similar to positive reviews, they can affect the future m_____ plans and give a hotel a chance to improve itself.
marketing
[ TIPS FOR HANDLING NEGATIVE REVIEWS] A combination of po____ and ne____ reviews is preferable for a business to build trust in customers
positive and negative
[ TIPS FOR HANDLING NEGATIVE REVIEWS] Bad reviews indeed enhance conversion rates by ___%. This is just one of the common problems in hotel industry and a hotel can turn them into ad____
67%, advantages
[ TIPS FOR HANDLING NEGATIVE REVIEWS] The most important thing is the way a hotel ha___ a negative review rather than having one.
handles
5 tips you should know about how to manage negative reviews online:
1. Asking for further ex____
2. Being ki__, helpful and understanding
3. Not hi___ the negative reviews and an____ them in public. This shows that the hotel cares for them.
4. Using the reviews as an op______ for development
5. Offering solutions/ gifts/ pro___. While appreciating their honesty, time and ef____
- explanation
- kind
- hiding, answering
- opportunity
- promotions, effort
3 extra tips for handling negative reviews:
1. Ask for a Do-over
2. Go off___
3. Less than ___ hours respond
- offline
- 24 hours
Negative respond:
1. Aggr___
2. Ignore cu___
3. Copy p___
- Aggressive
- Customer
- pasting
[FAKE REVIEWS] Definition: any review sub____d by someone who is either bi___ or did not have a p_____ experience with the business they are reviewing.
submitted, biased, personal
