Do you care about what people are saying about you online?
Do you care about what people are saying about you online?
Is your online reputation hurting your business? Are you effectively dealing with your online reviews, both good and bad reviews? Create a positive online reputation with Olive & Lake.
Don't let your online reputation hurt your business.
Before people come to your business, they’ll often look at online reviews first. This area of digital marketing should be taken seriously, but it’s one which is often overlooked. All it takes are a few bad reviews and your online reputation will be negatively impacted.
Learn from experiences and grow as a business...
Nowadays, there’s a lot of feedback. This feedback can sometimes be unfair, incorrect or even a competitor trying to make you look bad. This needs to be dealt with.
Sometimes, feedback is constructive and allows a business to improve their service. We need to learn from these comments.
At other times, feedback is fantastic and people love your service. We need to say “thanks” to these reviews!
People Trust People
72% of people will read reviews before deciding on a restaurant, hotel or booking an activity online.
Importance of Reviews
52% of people will never book a hotel with no reviews and 78% of people will focus on the most recent reviews.
Get More Bookings
When choosing between hotels, 79% of people will book a hotel with the higher review rating scores.
We don’t just make up stats! These come from an independent study for TripAdvisor by Ipsos MORI.
Reviews are important!
Customer reviews are important because you can get meaningful insights about the service you provide and how to improve it.
Moreover, your potential customers can also see what they can expect when they become actual customers.
Getting positive reviews about your business is important, but it’s also important that you reply to these reviews. It doesn’t matter if the review is good, bad or just OK, you want to make sure that you reply to each and every one of them. It shows your customers and potential customers that you care about what they think and care about the service you provide.
If you respond to at least 50% of your reviews, you can grow the number of booking enquiries you get by 24%. More enquiries means more bookings.
TripAdvisor found that you can increase your occupancy rates by as much as 7% if you reply to all your online reviews. People like to see that you care about customer services.
The more you reply to reviews, the more potential customers will engage with your business. If you’re engaging with your customers, you can sell more!
If you’re active on your review sites, it encourages your guests to leave reviews about your business. If you’re doing a good job, then you want the world to know about it!
Statistics come from the Harvard Business Review and independent studies from TripAdvisor.
It's time consuming to reply to reviews...
The person who interacts with your customers is the best person to reply to reviews, but we know you’re busy! Too busy to reply to every review you get. That’s why we’ll do it for you.
We reply to 100s of reviews each week within 3 working days of receiving the review.
We make sure that you’ve got a 100% review reply score across all websites including TripAdvisor, Google, Facebook, Yelp, Booking.com and anywhere else you get a review.
We don’t copy and paste reviews over and over again. Each review is personal to the reviewer, addresses the points raised and is a professional response.
Replying to reviews is your window to the world. It’s not good enough to say “thanks for enjoying your meal”, instead tell them about the magnificent menu you have and why it’s the best food in town!
If reviews are mentioning a recent renovation or some work you’re doing on your business, tell them that the work has now been completed. Anyone reading the reviews, will see that you’ve got a newly renovated business!
Oh, no. I got a bad review...
Bad reviews are not the end of the world. In some cases, they are a fair reflection of the service a guest received. It gives you the opportunity to make amends. You can offer a refund or a free return visit.
Explain what went wrong and how you fixed it as other people will be reading these too.
Sometimes, however, the review is unfair or it’s a fake review left by a competitor. We’ll investigate it and try to get it removed. We can’t remove all bad reviews, but we do have a good success rate.
Encouraging customer reviews is easy...
We work with clients to help them encourage their customers to leave more online reviews.
People are quick to review businesses when they’ve had a bad experience, but not as fast when it’s been a good experience.
We utilise a number of different methods to help our clients encourage their customers to write more reviews.
Contact us for a Free Consultation!
Come to our office for a coffee and a chat*. We want to hear about your business, your plans and help you reach your online potential.
*If you’re not in Siem Reap, we’ll contact you on Skype, Facebook, WhatsApp or whatever is easiest for you. We’ll have a virtual coffee together!
Olive & Lake is based in Siem Reap, Camboda and we provide reputation management services for clients all over the world. Out team of highly skilled Repuation Management Officers and Digital Marketers know how to ensure that your online reputation is the best it can be.
We use a mix of automated tools, artificial intelligence and human editing to ensure that all reviews are quickly responded to and dealt with. We provide an objective barrier between the business owner and the reviewer. We also offer our professional advice at all times.
Of course you have some questions – it’s completely understandable. We’re always here and ready to answer anything you want to know! In the meantime, here are some answers to some of the most common questions we’re asked.
We employ a number of methods to increase the number of reviews you can get. The important thing is to ask your customers for a review.
Unfortunately, everybody asks them and you soon become lost in a sea of review requests! Therefore, the key to getting more reviews is to remind customers after they have left your business.
We have many different ways to reach out to clients to ask them for a review.
Only you can make your business look good! If you provide a poor service and get many bad reviews, there is only so much we can do to help you. We cannot get reviews removed unless they break the terms and conditions of the website where they were posted. It’s not possible to remove a review, simply because it was a bad review.
Review management is just a part of running a successful business. If you’re providing a good service, then it’s much easier to manage your reputation.
If we feel that we cannot help, we will tell you.
We will refuse to work with businesses who are lying to or cheating their customers.
No. Under no circumstances will we post fake reviews.
Have you seen our Rate Parity Checker?
Olive & Lake
Palm Street, Sala Kamreuk, Siem Reap, Cambodia, 17254
Monday to Friday from 08:30 - 17:30
Saturday from 08:30 - 12:30
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