Reputation management

10 points plan on what Ryan Air SHOULD have done for dealing with upset customers

1. Listening and understand the customer and the problem.
2. Be present for your customer, give answer, don't lets them alone.
3. Find a solution to the upset customer for example (free product, services…)
4. Remember customer is a human like you, act in consequence.
5. Never speak louder and never be aggressive, Keep calm.
6. Be aware of what happen anywhere on the web about you.
7. Anticipate, create a special private page for upset customer ( on social network or in your website)
8. Be careful than bad comment hang again on the web. bad reputation can be fast.
9. Check if the solution find with the upset customer is follow, a guest upset two times, it is difficult to satisfied.
10. Recognize his error.

United Breaks Guitar

Importance of the guitar: because they are musician, guitar is their work tool. Brand: United Airlines Problem: United Airlines had broken Dave's guitar in checked luggage How Long to fix: 8 months

Reputation Management TrustYou Definition: Reputation Management is the ability for a company to control, be aware about comments, feedbacks and so on the Internet in order to have the best reputation and image for customers.
TrustYou, created in 2008, monitors several websites for hotels's reputation such as TripAdvisor, Facebook, Google+, Twitter, Yelp, HolidayCheck ext… in more than 20 languages. The company manage the reputation of more than 10 000 hotels, restaurants and destinations in more than 60 countries. Some of their customers: Accor, Marriott, Starwood, Hard Rock Cafes, Best Western... TrustYou proposes 3 main axes: Reputation Marketing: market you reputation and increase revenue Reputation Surveys: collect reviews from your own customers Reputation Monitoring: understand and respond to customers' feedbacks They analyze Twitter appreciation and post on social networks and collect reliable judgments from their own guests. TurstYou's services help customers to improve guests' satisfaction, increase the companies' revenue, promote marketing actions and ensure a irreproachable service. It is always more important for hotels to consider them reputation, and TrustYou help is here to help them.

Tnooz: Reputation management and beyond Key take away: - Build strong loyal reputation - Invest in guest experience - Public relation - Optimizing you hotel's web presence - Consumer confidence - Centralize access - Share the content ( website, blog…) Hotel should use TA review in their website because their are more visible, customer can find easyly informations about hotel, photos, comments about the stay of other customers. Hotel should encourage customers to comment on TA because good guests' feedbacks can influence other customers to book in their hotel. Furthermore, bad review can help hotel to cope with problem and help its to improve its service to meet guests's expectations. Also, those bad feedbacks have to be seriously considered and managed in order to do not damage its reputation and minimize bad feedback's impact(s).