Daniel Edward Craig and I wanted to do something fun and interactive before our webinar on Wednesday: How to Respond to Reviews and Social Media Feedback. So, we’re holding a contest. The person who writes … Continue reading →

“Social media raises the stakes for customer service.” That was one of the most important insights from the recent Global Customer Service Barometer [PDF] conducted by American Express – which found that social media savvy … Continue reading →

I’m always looking for ways to connect online audiences with offline ones. Recently, I spotted a good example from citizenM Hotels – which created a Facebook contest to promote the upcoming opening of their London … Continue reading →

“Advertising is the tax you pay for being unremarkable.” Creating something worth talking about is essential for encouraging more online reviews and generating buzz. It has always been like this, but now it’s increasingly important … Continue reading →

In my presentation earlier this week, one of the core concepts I shared was the importance of creating “talkable touch points” that encourage your guests and visitors to talk online: creating and sharing social media … Continue reading →

A big part of what drives us to do what we do here at ReviewPro is the fact that a wealth of data can be extracted from the social web to better understand your guests … Continue reading →

Many times hoteliers think of reputation management in the context of monitoring and managing customer feedback. But it’s also important to protect yourself against an employee going rogue and doing something inappropriate that damages the … Continue reading →