Tag Archives: customer experience

Four Building Blocks for Reputation Management

Restaurant industry is a very competitive industry where customer reviews and quick judgments have become a part of the trade. With the advent of social media and explosion of mobile devices, and ghost reviews etc. the whole issue has been complicated. But customers’ increasing say is the reason why restaurants need to jump the bandwagon and steer it to its’ advantage. After all, misuse of it is a common side effect and this whole process is what is called Reputation Management. Should I care about reviews? Harvard Business School Professor Michael Luca found that a one-star increase in a Yelp rating leads to a 5 percent to 9 percent bump in revenue (1) More than 1/3 of diners report that peer reviews impact their choice of restaurant and 53% of millennials (18 – 34yrs) report that online reviews factor into their dining decisions* 61% of the consumers have read online reviews about restaurants than other business category (2) Now that we made our case lets look at the four building blocks for a coordinated reputation management strategy: I Create & Optimize Make a list of sites that are relevant to your business. Some of the major ones include Yelp TripAdvisor Zomato Google Zagat Facebook Angies List (mostly for services companies) If there is an already existing listing on these sites claim that page or create from scratch. Once you have listed the sites follow the below steps to make sure that these listings are optimized for accuracy Make sure that your address, phone numbers, timings are accurate. Also fill in details about the kind of cuisine, price range, contact info etc. Publish your menu or have a link to your menu and update your listings with pictures on a regular basis Having different offers such as check in offers and publish event information […]