Month of July 2019
11 July- 12pm
18 July – 11am
25 July – 10am
All times Brisbane (AEST)
Delivered Online (via Zoom)
Free for Tourism Tribe members
$44 for non-members (casual)
Learn to cultivate a better online reputation!
A reputation can make or break a business – and while personal word of mouth is important, online reviews and ratings are there for all to see and negative reviews can do serious damage if you don’t know how to manage them. The statistics on this are undeniable: 88% of consumers trust online reviews as much as personal recommendations (Search Engine Land), 33% will change their choice based on reviews and (World Travel and Tourism Corporation) and 49% of consumers won’t book a hotel without reviews (Statistics brain). So how can you cultivate the best online reputation possible?
This month, we will be teaching you to take control of something that at times can seem very much out of your control. We will be investigating what makes your online reputation, how to encourage guests to leave ratings and reviews, and what to do once you receive them. You will learn why it is so important to be proactive about your online reputation and what the most time-efficient processes are so that you can stay on top of reviews in house. We will also encourage you to think about the value that you can gain through gathering feedback from your customers; by converting critical feedback into improved operational processes as well as utilising testimonials to promote your business.
Week 1 – Online Reputation Checklist (30 min)
What are your customers saying about you?
This simple checklist will provide an overview of your business’ online reputation by evaluating each of the online platforms that your customers use to rate and review their experiences with your business. Through this review, you will be able to recognise areas where you need to focus your attention and fine-tune your processes.
Week 2 – Live Panel Session – Thursday 11 July 12:00pm-1:00pm AEST
Delivered by successful entrepreneurs and experienced business leaders, the panel will share their insights and top advice on why it’s important to cultivate and maintain a great online reputation and tips for managing your guest reviews and ratings.
As Sales Director for Australasia at ReviewPro, Avril’s passion is Guest Intelligence in the Australasian hospitality industry. She is committed to helping her clients deliver exceptional guest experiences, and ultimately boost profits and bookings.
Avril has more than 20 years experience in hospitality and travel in Australia and Europe, including strategic roles at TripAdvisor, Orbitz Worldwide, and Mandarin Oriental Hotel Group.
Hannah is the Marketing Coordinator at the BIG4 Hahndorf Resort and Adelaide Hills Convention Centre, where she is responsible for content creation, social media campaign management, and general marketing duties to drive web traffic, customer engagement and increase online brand presence. Hannah oversees the company social media accounts, implements ways to attract prospective customers and facilitates online conversations with customers by responding to reviews and enquiries.
Week 3 – Live Workshop – Thursday 18 July 11:00am-12:00pm AEST
The live workshop will follow with case studies and step by step advice on what you can do to encourage more good ratings, how to implement feedback, and responding to both positive and negative reviews.
- Seeking reviews from your customers
- How to handle negative reviews
- Increase efficiency with time-saving tricks and tools
- Delegating processes to involve your staff in the review management process
- Utilising feedback to improve your product
- Marketing with customer testimonials
Week 4 – Q&A session – Thursday 25 July 10:00am-11:00am AEST
The Q&A session is the final session and will ensure all participants have the ability to discuss what they have implemented during the month and get any remaining questions answered.
Sign up by completing this form
Upon registration, you’ll receive an email confirmation in your inbox, access to the website assessment as well as your confirmation to the panel session, live workshop and Q&A session.
I can’t do one of the dates, do I miss out?
If you cannot make one of the sessions you won’t miss out. All participants will be emailed the recording of all sessions and will be able to work through it at their own pace.
What time zones are the sessions?
All session timezones are Australian Eastern Standard Time (Brisbane).
Can I purchase this at a later date?
All recordings will be made available to our Superstar and No Brainer members. Join here