Where once, someone might share a positive customer service experience over a chat and a coffee with a few friends, people are now taking to social media in their droves to share photos, write reviews and publish their personal experiences with an audience potentially millions strong.
This digital word of mouth effect has given your property a whole new way to widen its reach and find new guests. But unless all those conversations are happening directly on your own social channels, you could be missing out on the chance to reach out to your biggest evangelists, address guest complaints and learn from recent feedback.
To help you join in the conversation, wherever it’s happening, we’ve compiled a list of 3 of the best tools for finding out who’s talking about you online.
1. Twitter Search
You’ll find the Twitter search tool in the top right corner of your homepage on desktop, and under the Discover tab on the platform’s mobile app.
To identify who is saying what about you in the land of 140 characters, simply search for your property’s name. You’ll be presented with a list of every tweet that contains those words, giving you a valuable opportunity to monitor conversations and impress your guests by addressing complaints quickly and efficiently.
It’s a good idea to save your searches (just hit the Save link on the top right hand side of search results.) That way, you can quickly view new results as they appear by selecting your previously saved search from the dropdown menu.
2. Google Alerts
Ideal for those that spend more time checking their emails than browsing social platforms, the Google Alerts tool can be used to scan the internet for your property’s name or the keywords of your choosing, automatically delivering the results to your inbox whenever you’re mentioned.
To set up a Google Alert for your business, all you need to do is type your property’s name into the search query box and select the content you wish to include in the search (videos, news, blogs, discussions etc) as well as how frequently you want to receive the results (as they are posted, daily, or once a week). Simply enter your email address and Google will do the rest.
Mention is an affordable social media monitoring app that allows you to keep an eye on what’s being said about you across the social web. Much like Google Alerts, you can select the sources you want to be included within this review – including forums, images, blogs, videos and news. Each time any new content appears related to your resort, an automatic alert will pop into your inbox. Clicking on any of these messages will take you straight to the content, where you can read and respond to your guests.
Whichever tools you use to monitor what your guests are saying about you online, be ready to respond to their posts, thank them for their positive feedback or put your best customer service skills to the test to resolve problems politely where appropriate.
By joining in these digital discussions about your property, you can show your guests that you value their opinions, take pride in your reputation and are always on hand to help with their needs.
Do you use any tools to monitor guest conversations online? Let us know in the comments below!