jeudi 16 décembre 2010
mardi 14 décembre 2010
Hotel me, a new Facebook app ! - Comments about Aude's article
I totally agree with Aude ! This application is just great ! You can simply share suggestions with your friends regarding any destinations. It will allow your friends to give you tips and advices for your next holidays and find easily a lot of hotels.
And as Aude said, you will receive suggestions from your friends that know you and that you know so will be more convenient and very trustable.
I will download it very soon !
Link to Aude's article
Link to the article
And as Aude said, you will receive suggestions from your friends that know you and that you know so will be more convenient and very trustable.
I will download it very soon !
Link to Aude's article
Link to the article
dimanche 12 décembre 2010
How to use negative reviews to effect positive change in your hotel
Daniel Craig points out good suggestions by showing how hoteliers can take positive change in their hotel by using the negative reviews that they received about their hotel.
Some hoteliers continue to think that they are losing the control of their image on the web and through negative reviews but as Daniel Craig, they can still control everything, take their responsabilities and find the best solution to satisfy the customer. The best thing that hoteliers need to do is to care about their customers, communicate with them and find the matters: why are they reacting like that ? how was their experience ?
As Daniel Craig says, most of the time the issue is not so important but it is how the employees manage the problem with the guests that can change everything.
Hoteliers can definitely change the negative opinion of people by following them via email and make sure they can "understand" that the hotel is doing everything that they can to improve their service and make sure they will fix these kind of matters in the future.
Actually, what does this article try to show us ? Many solutions can be find for the hoteliers (from the 5-star resort to the bed&breakfast) to make sure that each issue will be solved and that each negative review can be amended and effect positively for the hoteliers.
I really think that most of the hotel should develop their engegement through their own website to communicate more and efficientely to try to avoid negative reviews on TripAdvisor for instance. They should develop their visibility on the social media and make sure that fans can follow them and support them. The visibility can be improved by adding a Facebook page or a Twitter account or anything that can link the customers to the hotel more easily.
They also should reply to each comment, even to thank a customer for a good review in order to show that they care about the customers and to show that they can easily be approachable. Their website should really show their engagement and develop a "customers relationship" for the customers to be able to ask any questions when they want.
Hoteliers should be able to send a comment card through email for each customer - We know that most of websites are already doing that but actually they do not really care of the answers of the guests.
I had a negative experience in a big well-known hotel from an important group: at the end of my stay, I received a comment card via an email. I put some negative reviews inside and said that I can not understand the bad service and so on...The mistake of the hotelier is to never reply to my comment card ! They never took the time to ask me why my experience was so bad or any other questions. So even if the hotel or the website or the group of hotel ask you to fill in a comment card, they should make sure to answer to the customers who wrote negative reviews or the customers who had a bad experience. Or else the customers can finally decide to write negative reviews on Travel websites or forums.
Hoteliers should also make sure to understand the matter and find an explanation of the issue. The service can definitely improve by the training of the employees to make sure that they can talk to the guests before they write a negative review.
Feedback or reviews (negative or positive) should never be ignored by the hoteliers.
Link to the article
mercredi 8 décembre 2010
mardi 7 décembre 2010
10 ways restaurant can improve their website - Comments bout Camille's post
I agree with Camille about her comments that she made on her blog. Restaurants definitely need to have a good website to show up a good image of the place, of the concept, of the team and of the menu. A lot of people look at Internet and look for website to get more information regarding the restaurant, the price, the ambiance and the menu before to go and have dinner there and obviously before to book a table !
But restaurants need also to communicate with their future customers and have to find a way to create a blog inside their website (for instance) to talk with them, answer to any questions and allowed customers to post reviews negative or positive ! It will definitely help each customer and will look more approachable.
But at the end, you will have to go to the restaurant and make your own opinion like Edouard said.
Link to Camille's article
But restaurants need also to communicate with their future customers and have to find a way to create a blog inside their website (for instance) to talk with them, answer to any questions and allowed customers to post reviews negative or positive ! It will definitely help each customer and will look more approachable.
But at the end, you will have to go to the restaurant and make your own opinion like Edouard said.
Link to Camille's article
samedi 4 décembre 2010
The impact smart phones have on the travel market
This article is about how travelers want to use other applications instead of flight times or booking flights and hotels.
The article explains how big is the impact of mobile web usage on the travel sector. According to the article, travelers have changed their habits and want to use other applications such as reviews about restaurants, sightseeing and all the information that they can find about the country they are travelling to.
The article also wants to make the difference between the social applications like Facebook or Twitter that people are hardly use while they are on holiday - and what they would like to use during their holiday. Consumers are now looking for more services, more tips about their destinations. They are looking for applications that offer an insight into their destination : the article talks about weather report, application to translate words in other languages...
But the negative effect is the fees for the international roaming that can stop a lot of consumers abroad. According to the article, the best thing to do is to have the possibility to download free applications that travelers can use at anytime during their holiday.
Mobile is now using more like a tool instead of a form of communication between people. Consumers are now looking for travel information and the importance of downloading applications is growing and growing.
I think that a mobile is definitely used differently : travelers (especially) are now downloading applications before their trip to make sure to have all the information that they want at anytime during their holiday and want to make sure that they can have tools available for any cases when they are abroad.
Fees for international roaming are too expensive for people to use web on their mobile when they are aborad. It is one of the reason, that consumers are downloading more and more applications free or with fees. The report defines two kind of consumers : the consumers who will only go for free applications and those who will be willing to pay sponsored applications. Older consumers will go more for free applications when young people will be willing to pay for applications with valuable online content.
Even for myself, I will go for applications with fees if the application is really worth it - especially the application that can help me when I am abroad and to look for restaurants or information about museum or translation to order a meal. Even if I use many applications to book my flight or my hotel or my train, I am really looking for more tools while I am travelling to make sure I do not need to use international roaming.
A huge opportunity is made for brands who want to enlarge their visibility and develop their communication with their customers. A lot of brands should start using this amazing tool to advertise and encourage reviews or questions from the customers.
Link to the article
The article explains how big is the impact of mobile web usage on the travel sector. According to the article, travelers have changed their habits and want to use other applications such as reviews about restaurants, sightseeing and all the information that they can find about the country they are travelling to.
The article also wants to make the difference between the social applications like Facebook or Twitter that people are hardly use while they are on holiday - and what they would like to use during their holiday. Consumers are now looking for more services, more tips about their destinations. They are looking for applications that offer an insight into their destination : the article talks about weather report, application to translate words in other languages...
But the negative effect is the fees for the international roaming that can stop a lot of consumers abroad. According to the article, the best thing to do is to have the possibility to download free applications that travelers can use at anytime during their holiday.
Mobile is now using more like a tool instead of a form of communication between people. Consumers are now looking for travel information and the importance of downloading applications is growing and growing.
I think that a mobile is definitely used differently : travelers (especially) are now downloading applications before their trip to make sure to have all the information that they want at anytime during their holiday and want to make sure that they can have tools available for any cases when they are abroad.
Fees for international roaming are too expensive for people to use web on their mobile when they are aborad. It is one of the reason, that consumers are downloading more and more applications free or with fees. The report defines two kind of consumers : the consumers who will only go for free applications and those who will be willing to pay sponsored applications. Older consumers will go more for free applications when young people will be willing to pay for applications with valuable online content.
Even for myself, I will go for applications with fees if the application is really worth it - especially the application that can help me when I am abroad and to look for restaurants or information about museum or translation to order a meal. Even if I use many applications to book my flight or my hotel or my train, I am really looking for more tools while I am travelling to make sure I do not need to use international roaming.
A huge opportunity is made for brands who want to enlarge their visibility and develop their communication with their customers. A lot of brands should start using this amazing tool to advertise and encourage reviews or questions from the customers.
Link to the article
mercredi 1 décembre 2010
mardi 30 novembre 2010
What is the best answer an hotelier can make to a negative review? Comments about Lauriane's post
I totally agree with your comments and I do agree that hotels need to take their responsabilities by answering to the disappointed guests as soon as the negative comment is posted. It is very interesting to read your comments because it is also related to my review that I posted regarding an article on TripAdvisor.
I also totally agree when you say that websites like TripAdvisor represent a very good opportunity for the hoteliers to express themselves, to have the opportunity to cummunicate with their previous or future guests and to answer to negative comments. It will prove that the hotels are responsible, they can admit some mistakes in their organisation and improve their service.
I also agree that it will be a bad strategy to block or censor these websites as the hotels will loose the possibility to expose their good comments and will definitely loose the possibility to communicate with their future guests.
Link to Lauriane's article with her comments
I also totally agree when you say that websites like TripAdvisor represent a very good opportunity for the hoteliers to express themselves, to have the opportunity to cummunicate with their previous or future guests and to answer to negative comments. It will prove that the hotels are responsible, they can admit some mistakes in their organisation and improve their service.
I also agree that it will be a bad strategy to block or censor these websites as the hotels will loose the possibility to expose their good comments and will definitely loose the possibility to communicate with their future guests.
Link to Lauriane's article with her comments
dimanche 28 novembre 2010
Internet jobs criteria research
Most of the job offers have the same requirements :
- Fluent english, written and spoken
- Execellent communication, presentation, planning, organisational and social skills
- Attention to detail
- Good business acumen
- Be familiar with computer operation
- Good interpersonal and organization ability
- Proficient in forecasting and budgeting of rooms and F&B revenue
- Expertise in room inventory control
- Expertise in yield management
- Expertise in online tools
- Proactive and team player
- Be familair with Internet
Communication Executive - MO Group
Marketing & Comm _ Sofitel Chine
Revenue Executive - Manager - Shangri-La
Sales Manager Kuala Lumpur - Shangri La
Communication Manager China - Shangri La
Easy Voyage
- Fluent english, written and spoken
- Execellent communication, presentation, planning, organisational and social skills
- Attention to detail
- Good business acumen
- Be familiar with computer operation
- Good interpersonal and organization ability
- Proficient in forecasting and budgeting of rooms and F&B revenue
- Expertise in room inventory control
- Expertise in yield management
- Expertise in online tools
- Proactive and team player
- Be familair with Internet
Communication Executive - MO Group
Marketing & Comm _ Sofitel Chine
Revenue Executive - Manager - Shangri-La
Sales Manager Kuala Lumpur - Shangri La
Communication Manager China - Shangri La
Easy Voyage
How can you tell which TripAdvisor reviews to trust ?
This article written by Laura Bly allows us to understand the impact of TripAdvisor on the hoteliers and on the online travel market.
This article explains how TripAdvisor can have positive and very negative impacts on different hotels and how it can affect a business.
TripAdvisor is still one of the first travel website with an amazing number of people who visiting the site everyday. With 5 million visitors a day and 40 million reviews and opinions in 19 languages, TripAdvisor is a veritable tool for the travellers and a large window to communicate for the hoteliers. This website is more than important for each hotelier who does not want to see his approval rating decrease because of negative reviews or (worse) because of fake reviews. So, how can we trust one when we can read so many everyday ?
After reading the article, many questions can be asked:
- How hoteliers can protect themselves to million reviews posted everyday seen and read by million people ? Any hotels could be in a position to give a response to any travellers who posted a negative review in order to prove that the hotelier is concern about his problem and in order to show that the hotelier is capable to take responsabilities for his mistake. It will also allow the other customers, that he had or that he will have, that the hotelier try to solve the problem and try to find different solutions. The hoteliers who can reply to the disappointed customers show that they are responsible and it is a first proof that the others reviews regarding the hotel can be trust.
- How can we recognise fake reviews regarding hotels ? A lot of suspicions from both hotels and their guests have been made in order to show that TripAdvisor can have some limits when you have to trust or not each review. Fake negative reveiws can be made to attack the reputation of people and businesses but fake positive reviews can also be made to dupe customers and attract them.
We will never be sure of the good quality of the review but the customers have to be aware and learn how to look for other reviews on other websites such as virtualtourist.com or expedia.com and so on. After consulting many reviews, then customers can confirm the first source and make their own opinion thanks to a large network of trravellers.
- How also to "educate" the Internet users to not judge the first negative comment in order to give a chance to the hotelier to proove that his hotel is not "so negative" ?
The article makes a good point by showing that the cultural and geographic differences is an important factor to consider when the customers read reviews online. For instance, an Indian will never have the same expectations regarding the service, the size of the room...than an European. So when an European traveller read a review made by an Indian, he has to understand that the culture is different and the expectations different.
To conclude, it is important to look for many proofs before to make an opinion on hotels and to trust negative or positive reviews. If the review is not trustable, it can definitely destroy the reputation of the hotelier and can also affect the holiday of a future customer. One of the other impact of this article is to understand how fast can go an information and the hoteliers have to be aware of this effective tool.
Link to the article
Link to the full article
This article explains how TripAdvisor can have positive and very negative impacts on different hotels and how it can affect a business.
TripAdvisor is still one of the first travel website with an amazing number of people who visiting the site everyday. With 5 million visitors a day and 40 million reviews and opinions in 19 languages, TripAdvisor is a veritable tool for the travellers and a large window to communicate for the hoteliers. This website is more than important for each hotelier who does not want to see his approval rating decrease because of negative reviews or (worse) because of fake reviews. So, how can we trust one when we can read so many everyday ?
After reading the article, many questions can be asked:
- How hoteliers can protect themselves to million reviews posted everyday seen and read by million people ? Any hotels could be in a position to give a response to any travellers who posted a negative review in order to prove that the hotelier is concern about his problem and in order to show that the hotelier is capable to take responsabilities for his mistake. It will also allow the other customers, that he had or that he will have, that the hotelier try to solve the problem and try to find different solutions. The hoteliers who can reply to the disappointed customers show that they are responsible and it is a first proof that the others reviews regarding the hotel can be trust.
- How can we recognise fake reviews regarding hotels ? A lot of suspicions from both hotels and their guests have been made in order to show that TripAdvisor can have some limits when you have to trust or not each review. Fake negative reveiws can be made to attack the reputation of people and businesses but fake positive reviews can also be made to dupe customers and attract them.
We will never be sure of the good quality of the review but the customers have to be aware and learn how to look for other reviews on other websites such as virtualtourist.com or expedia.com and so on. After consulting many reviews, then customers can confirm the first source and make their own opinion thanks to a large network of trravellers.
- How also to "educate" the Internet users to not judge the first negative comment in order to give a chance to the hotelier to proove that his hotel is not "so negative" ?
The article makes a good point by showing that the cultural and geographic differences is an important factor to consider when the customers read reviews online. For instance, an Indian will never have the same expectations regarding the service, the size of the room...than an European. So when an European traveller read a review made by an Indian, he has to understand that the culture is different and the expectations different.
To conclude, it is important to look for many proofs before to make an opinion on hotels and to trust negative or positive reviews. If the review is not trustable, it can definitely destroy the reputation of the hotelier and can also affect the holiday of a future customer. One of the other impact of this article is to understand how fast can go an information and the hoteliers have to be aware of this effective tool.
Link to the article
Link to the full article
Inscription à :
Articles (Atom)