This is the fourth post in a series of ideas that Rodney shared at SoMeT.
A Facebook page is a great place to grow a community of people who love you. The most effective strategy isn’t to grow a massive number of fans and then broadcast to them. People tune out spam and Facebook filters information by determining who engages (clicks like or comments) with which Pages.
The best way to use Facebook is to grow a community of people who love what you offer.
On TripAdvisor, people can write reviews of tourism accommodation and businesses. The majority of these posts are positive. Each business has the ability to respond to these reviews by setting up an account. Best practice for reputation management is to respond to each and every review. It’s important to respond to people who’ve taken the time to give you feedback. If someone comes to your customer service counter, you don’t stand there and stare at them. You engage them in conversation.
It’s also important to remember not to focus on the negative reviews. If you ignore the positive reviews you can quickly begin to look defensive. It’s important to be conversational and human.
The people who take the time out to right positive reviews must really love what a business does. You’ve positively affected them enough that they remember to go online and take time out of their day to tell the world how great you are.
You should thank them. Better still, why not invite them to come and join your Facebook Page so you can stay in touch. These people could become your best advocates and most engaged fans.
If a tourism business doesn’t have time to maintain their own Fan Page properly, you can always send them to the destination’s page.
It sounds time consuming, but in reality most businesses only have a few hundred reviews in total.
Are you responding to all of your reviews?
