Posts Tagged ‘feedback’

Having had to finally get a new PC after 4 years from Dell I opted for the 64 Bit Windows 7 hoping I had not made a mistake.  After only 48 hours I have to say the is the best thing to come out of Microsoft for a while.

It maybe that my expectation dropped dramatically after Vista but this operating system so far seem very quick and intuitive.

The Windows 7 is controlled mainly from in its Taskbar – especially in the Start menu and System Tray. Vista gave the Start menu a welcome redesign; in Windows 7, the Taskbar and the System Tray get a thorough makeover.

So will the more positive than negative feedback be enough to sell more windows 7, sure some reviews have not been totally positive but the overwhelming consensus is that windows 7 is moving in the right direction.  Lets see what happens with sales in 2010

The hospitality industry is yet to master the tricks to deal with reviews on social media. The user-generated reviews are exploding and consumers are gaining greater power to broadcast on communities like  Facebook, Twitter, TripAdvisor, Expedia, Yelp, or any group of the social networking forums. The pace of this change has certainly caught many hotels off guard. A recent survey conducted by the Market Metrix and Trip Advisor found that 85% of the hotels have no guidelines on how to handle the negative guest reviews.

The hotels have always worked hard to keep their guests happy, in part because of the fact of repeat business to maximise occupancy, they fail to realise that one unhappy customer can take a huge toll on their reputation. This could result in losing  five other likely guests. With the advent of the social media, the hotel management needs to keep track of a huge crowd viewing an online negative comment or review which may be untrue.

This puts us back to the square one and the question is how to deal with the negative comments.

The standard responses like repeatedly stating how you value their feedback, without properly addressing the specific comment does not do any good to change the negative review online. Instead you could even address it to  the concerned online forum or review site could be the answer.

The hotel management could perhaps follow the comments on TripAdvisor and can prove foul play in those cases which they think it is a fabricated story. Therefore, complaint recovery acts as one of the best ways to build customer loyalty and negate your negative reviews.

So, look out for your online reputation, negative or positive, private or public, its time to take a more active role in the online dialogues. Keep an eye on your business reputation before it gets too bad or out of your control. Never ignore the online reviews, because in a later period it might cost you dearly!