In today’s world, dealing with online comments and reviews is just a part of everyday business. Whether on Facebook or TripAdvisor, it’s important that brands and their teams understand the etiquette of responding to comments online so your reputation is maintained and you avoid any negative backlash. With that, here are our 5 best practices...Continue Reading
Reputation is important to any business in any industry, but it may be even more important to brands operating in hospitality. There’s a reason TripAdvisor and Yelp are such huge players in this field, and while 50 percent of consumers read reviews before choosing a restaurant, according to TripAdvisor an overwhelming 77 percent read them before...Continue Reading
Do you use any of the following methods to solicit guest feedback? Check-out comment cards; Emails or forms; Post-stay surveys; Social listening. If so, you may want to rethink your feedback gathering strategy. There is nothing inherently wrong with these approaches — after all, they do often provide hoteliers with the information they need to...Continue Reading
The Benbria Blog
The Benbria Blog offers insights into the latest research in the field of customer engagement technology and best practices, with a focus on real-time messaging and measurement of the experience.