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Ability to measure your hotel reputation and reviews across all online channels, provide real-time notifications and analytics for performance measurement.
Review management is the process of monitoring reviews left online about your business across various websites. This is done to ensure that you can execute your review response strategy, resolve customer issues as they arise, and quickly remove fake reviews before they cause any issues.
The Benefits of Review Management
As 82% of consumers read online reviews for local businesses, review management is crucial. It allows you to understand what is being said about your business online and step in and rectify experiences when necessary. Consumers that read reviews will see that you actively take notice of what is being said, care about their experiences, and will appreciate that you take the time to make things right.
In addition, 9 out of 10 people read reviews before visiting or making a purchase from a business, so neglecting the sites where people talk about you can negatively affect your customer acquisition. Considering that fake reviews are also a thing, managing ensures that your customers only see genuine reviews to help them make their decisions, regardless of whether they’re positive or negative.
Having a review management strategy also helps you avoid damaging scenarios when you quickly identify negative or fake reviews and respond accordingly before the situation gets out of hand. (This is how review management plays into reputation management).
Lastly, actively managing your reviews allows you to find positive reviews and testimonials to use as user-generated content (UGC) in your marketing materials. In fact, 79% of people say UGC highly impacts their purchasing decisions, so it’s a win-win.