I had a lot of fun this week hosting a Tourism Edge webinar for a group of businesses in the Kananaskis region of Alberta, Canada. In the session we addressed how feedback from your past guests is a wealth of information for tourism businesses. We also discussed how being vigilant about responding to reviews is important to attracting more guests. “Raised in reviews” and well versed in their nuances, many potential visitors evaluate businesses on how well operators respond to (negative) reviews, as much as the review itself.
While important, constantly scanning for comments and reviews related to your business is untenable. You have a business to run. Fortunately there are some affordable tools you may choose to invest in that can make the task much easier.
Rated from cheapest (free) to most expensive here are 4 tools that can help you keep you head above water while keeping your eyes on your online reputation.
Google Email Alert System (FREE)
You can sign up for Google Alerts quickly and relatively easily. Identify your brand/business name, common mis-spellings and other topics related to your business. Google will continually scan for instances when these terms appear together and you will be sent an alert straight to your inbox when they do.
As I have learned from experience, if you have a common business name or are interested in a common keyword make sure that you focus the search or you risk being overwhelmed with irrelevant alerts.
Google lets you use boolean logic rules to focus your search. It’s as fun to use as it is to say! 🙂
For example if you are a whale watching business in California consider including the state or nearby city as a keywords in combination with your brand, product or service. I.e. “Whale Watching + California + San + Francisco”
Reputology ($29 US/Month – Free trial)
Reputology helps you monitor and manage online reviews with alerts, dashboards, and analytics. A nice feature is the summary reports that help you make decisions based on consumer feedback.
ReviewPush ($39 US/Month – Free trial)
ReviewPush offers multi-site monitoring, keeping an eye on new reviews on Yelp, Google, YellowPages, and more. They send you an email when new reviews are posted and you can respond to that review directly via email.
Review Trackers ($49 US/Month – Free trial)
Review Trackers allows for multi-site monitoring in one spot, and attractively for tourism and hospitality businesses covers industry-specific review sites like TripAdvisor and OpenTable.
Give one of the tools a whirl and see if the time savings justifies the cost. I’d love to hear which system you preferred and how things went.Did you uncover reviews you did not know existed? Did you address a problem and gain a fan?
Want to get more guests with less work? Get realistic help for the tourism bootstrapper. Read more and drop me a line.