Reputation management for Hotels – ‘Home away from Home’

It is a general notion that whatever ranks on Google is true and can be trusted; imagine someone running a hotel and receiving nothing but BAD reviews on a popular and trusted travel-website like ‘TripAdvisor that ranks high on Google.

If a hotel is trashed in reviews by a couple of users on TripAdvisor, then it is more than enough to bring its reputation down.

It won’t be easy to remove or block all negative comments about hotels, but one can always push them down by bringing good content up thereby making it rank on the first-pages of Google.

Top tips for Hotel Reputation Management:

  • Monitor social-networking sites, and other online media to check what people talk in general about your business
  • Respond to user comments, suggestions, feedback, complaints, and reviews, without fail
  • Regular communication and more of interaction with web-users on a daily basis helps, and can help one tap new business opportunities from nowhere
  • Actively communicate and interact with people/online users on some of these popular sites: Facebook, Twitter, YouTube, LinkedIn
  • Submit relevant theme-based audio-video, and textual files more, to keep the users engaged
  • Creating/joining different online communities and groups, for chat and discussion forums always help, to know minds of people
  • Update your website daily/often with new stories about the business, post blogs, news articles about events and conferences etc. to keep the users well-informed about the company
  • Holiday deals, discounts and offers, contests and giveaways can help in keeping the online users grooved to the business
  • Incorporate reputation management in the ERP system to automate the business activities, and to streamline the process
  • One can even seek experts and consultants for business reputation management strategies

Finally, outsourcing online reputation management to Reputation Management Companies can be a better choice for the service industry as a whole!

Top Ten Don’ts of Reputation Management

Yesterday we did a piece on the Top Ten Reputation Management Tips, detailing 10 things you really should be doing to preserve your own/brand name on t’internet. And, while we freely admit that the list wasn’t exhaustive, there are also some things which – equally as importantly – you should NOT be doing. Whilst amicable that you should wish to fix any issues that may arise, within you is the potential to make things a whole lot worse, too.

Continue reading “Top Ten Don’ts of Reputation Management”

HTC Counters Apple with Lawsuit

I have been following this Apple and HTC saga with great anguish. Back in March 2010, Apple Inc fired a lawsuit against HTC claiming that they infringed on its numerous patents. Now, last Monday HTC fired another salvo against Apple, complaining to the International Trade Commission to stop Apple from selling the iPod, iPhone and iPad.

HTC on the contrary has also accused Apple of stealing its patents about cellphone directory, power-management technology and hardware and software. As both the companies mudsling each other I get an idea that both have infringed on each others intellectual property.

From the business aspect, Apple’s attack on HTC was in some way to pull Google Inc, since HTC’s smart phone is based on the latter’s Android software, which gives them an edge over Apple’s iPhone. HTC’s counter action on other hand was on the expected lines.

Jason Mackenzie, HTC’s vice-president for North America, in a statement.

We are taking this action against Apple to protect our intellectual property, our industry partners, and most importantly, our customers that use HTC phones,

Now how strong HTC’s patent portfolio is something to be debated later, it’s not the phone specification that interest me but the way Apple loose their secret every time. They spend million dollars to come up with a product saying it’s unique, and then spend some more millions to keep the secret. Sadly the trade secret is all over the place. It’s like you want to keep the fire, but don’t want to feed the flame.

Reputation Management feels that Apple or any company should protect their intellectual property or least get used to such situation. In the age of Internet and social media this is how it will be and won’t be getting any better.  But, every time raking up controversy generates negative influence, least you pump another hundred thousands to convince your consumers. We know where law suits end up, and finally you are back to mind your business, but this time post-mud slugging you may have to satisfy by losing a major chunk of your market share and Reputation.

Greenpeace, iPad and Global Warming

Greenpeace, in its effort to “ensure the earth’s ability to nurture life in all its diversity” is now pinning on its efforts for some very important issues. By gunning for Nestle’s palm oil source and naming their popular product as Killer (Kitkat), Greenpeace has raised its voice for literally anything it feels is just non-earth-friendly.

Greenpeace is now aiming to highlight Apple’s ipad mobile devices which according to them rely on cloud computing and may contribute to global warming. It has also taken on other IT giants like Google, Facebook, MSN to be contributing their share towards critical climate-change. As of now it seems that Greenpeace has drawn a dotted line between the Apple’s ipad and global warming.

Greenpeace acknowledges the fact that if both the data centers and the telecommunication networks that are the two key components of the cloud continue to grow at current alarming rates, then by 2020 the electricity consumption would be half the current in the United States or more than France, Germany, Canada and Brazil combined. So with the growing cloud-computing needs in preparation for the iPad and with Apple purchasing a data center in South Carolina which is much larger than its existing facilities, Greenpeace feels that it needs to ask some important questions.

“Apple is the master of promotion, and while we marvel at the sleek unpolluted design of the iPad, we need to think about where this is all leading and how like all good surfers we can make sure our environment stays clean and green.”

Greenpeace seems to be going for a double-dip by either picking the largest brands when they are getting an exposure in the market and thereby earning another green money or is it that as an original green company it is focusing on the world issues like global warming that raises environmental issues to public knowledge? From a reputation management point of view, we feel that Greenpeace need to come out clearly on social platform that it’s not after “Apple” or “iPad,” but want to debate something very important; Global Warming.

How does Reputation Management relate to web management?

In business and in life, reputation is everything. So it goes on the web as well. Your web site is considered one of the representations of your reputation of your business. You and your business together forms your web site. When disatisfied customers complain about your company in discussion forums, and chat rooms around the web, that is another representation of your reputation.

You are what people are saying about you. The blogs convey the public thoughts and moods to express good or bad points and emotions. To minimize damages due to inflammatory websites and weblogs launched by consumers, some use the same reactive tactics. Given the increasing popularity and development of search engines, these tactics have become more important than ever.

In the years ahead, reputation will become even more important on the web. To be successful, you will need to manage your reputation on and off your web site. Software services are emerging nowadays that measure and record reputation in quantitative and qualitative ways. Search Engine Reputation Management tactics are often employed by companies and increasingly by individuals who seek to proactively shield their reputations or brands from damaging contents.
These tactics have become more important than ever due to the increasing popularity and development of search engines. We can help your company develop a reputation management strategy by assessing high-level analysis of the business, industry, competition, and customers. That is the analysis of the key phrases, web site visitors,source of prospective customers and competitiveness of the search results for those phrases.

PR Companies Vrs SEO Vrs Reputation Management

I wrote a post back in 2007 called PR – Be Careful which was my first real insight into how pr companies work.  A few years on and a bit more experience, has shown me how PR, SEO and Reputation Management should be a combined strategy.

I have seen the best and the worst of PR so here are some healthy tips going forward:

  1. PR companies would normally take 2 different stances when it come to damage limitation either respond positively to the story or ignore it and hope it goes away.   Both can be a dangerous game on the Internet, if you react to a story or someone’s comments on a forum directly then quite often than not it will attract more negative comments.  If you ignore it, then again it can attract even more negative comments if it appears high in the search results.
  2. Using a PR company to create press releases is a great way to get positive stories out there, make sure you use online channels as well.
  3. SEO, make sure your own website and or blogs can be found, a customer should be able to find your site easily and quickly so ranking number one for your own site is critical.
  4. Reputation  management is a combination of content, SEO and PR by filling the net with positive stories that rank highly for your company is how best to protect your reputation online.

SEO (search engine optimisation) , PR and Reputation Management services all play a significant roll to protect you name, company or brand.  We have built a working relationship with many of these types of companies over the years and have achieved great success with it.

We do provide a article and content service, but do find it very useful if clients can also provide content which we can use to fill the Internet with positive stories and feedback, customer reviews are also a great source for stories.

Reputation the definition

What does reputation actually mean?

The dictionary definition is

  1. The general estimation in which a person is held by the public.
  2. The state or situation of being held in high esteem.
  3. A specific characteristic or trait ascribed to a person or thing: a reputation for courtesy.


  1. Public estimation of someone: character, name, report, repute. Informal rep. See respect/contempt/standing.
  2. Wide recognition for one’s deeds: celebrity, fame, famousness, notoriety, popularity, renown, repute. See knowledge/ignorance.
  3. A person’s high standing among others: dignity, good name, good report, honor, prestige, repute, respect, status. See respect/contempt/standing.

So how this effects you

Online reputation management or ORM is not a common phrase YET, like SEO was a term not used by average business owner 5 years ago.  As time progresses and people start to hear from customers “Did you know such and such said they are not happy with your service on a website X”, they will start looking for ORM services. How will potential customers know what to look for, the may start off with search terms like Search Engine Optimisation or Search Engine Marketing.  Although many SEO companies can help with ORM, it is altogether a bigger beast and requires a company with experience in the field.

Steps to online reputation management

The best steps to online reputation are definitely the pre-emptive measures, like any service if you call a plumber out at 10pm you will pay way more than if you can schedule a normal time.  Reputation management is much the same, unless you company name is a popular name like “Music Download ltd”  then for the most part a reputation management company should be able to get quick results quickly.

Some simple steps to help you get going:

  1. Make sure you have a well optimised site
  2. Sign up to Social Network Sites like facebook, twitter, etc
  3. Register blogs and wordpress
  4. Create some articles
  5. Do some online press release

Of course all this takes time and resources so if you need a hand then get in touch and we can certainly do a lot of the work needed to help your reputation online.

Doctors Reputation Management

The speedy and easy publication procedure that is now available to nearly every Internet user is, without doubt, a distinct and powerful double-edged sword. When used properly, self-promotion of your specialistic physician practice is both accomplishable and effectual. Yet, this “click of a mouse” publishing can also hinder your practice useless if leveraged maliciously by unhappy clients or wrong competitors. If the latter of these situations has happened to your name or your medical practice, or even if you fear that it may happen to you in the near-future, there are high-level steps that you can take as a physician to prevent and reverse such time of life tactics on the digital landscape. Physician Reputation Management can protect your specialized medical practice while at the same time raising positive brand awareness and market presence.

It is of utmost importance that you as a specialized physician allow a large typical sample of your patients dictate the objective feedback about your procedures and their experiences with your medical practice. By creating controlled and open forums of communication, specialized physicians can take a preventative approach to depot  bang-up feedback and reputation rather than waiting for a single unhappy anomalousness to spread false information about your medical services.