Cheaper, faster, easier

Being focused helps companies build better products.
 
ADP does payroll – cheaper, faster, easier than companies can do themselves.
Bridgestone makes tires – cheaper, faster, easier than car manufactures can do themselves
Corning makes GorillaGlass – cheaper, faster easier than Apple can make it.
 
At Red Rope Social we focus on social media response.
Because we focus, we are cheaper, faster, and easier than you doing it yourself.
We also respond all the time – because relationships with customers drive more revenue.
 
Your customers are flocking to social – shouldn’t you be there too?

What’s guest happiness worth to you?

Can you afford to spend 8cents/night on guest happiness?
To have your guests be happy, tell their friends about you, and come back??
 
Business has changed for hotels and resorts.
Third party aggregators and agents have commoditized you by price.
Your loyalty program is ineffective in keeping customers (consumers average 8 loyalty programs ).
 
The action that earns loyalty today, that has someone come back to your property, is the relationship those guests have with your property.
 
Relationships are built today on social media.
Social media has exploded, it is word of mouth advertising on steroids.
 
You can rely on OTAs or hope that a mobile app or more advertising spend will get you business but the cheapest and the most effective way is to build relationships with your guests.
Build relationships in the way guests want, they way that makes them happy on social media.
These guests will sing your praises.
They will come back to you and bring their friends.
You will reap the rewards.
 
Look at the photos on Instagram taken by visitors to your property.
Then look at the people who took them and their follower size.
Those people have hundreds, thousands, tens-of-thousands of followers.
This is a gold mine of relationships and brand awareness.
If you aren’t in the conversation – you are invisible.
 
So can you afford 8 cents? or is that too much?

Why private responses on reviews are a bad idea

You know how important perception is for your hotel.
 
You put a lot of effort into marketing, decor, and guest impressions.
The part you may not be thinking about is “what do my guest’s friends think?” based on your social media responses ( or lack of response ).
 
Social media is word of mouth – on steroids – Gary Vaynerchuk 2016
 
The piece that people don’t think about – conversations are public now.
Given that everyone can see a review or post – if you respond privately people will have the impression that you did NOT respond.
Not responding equates to not caring.
 
You are making an impression to the people who photo, review, and post to you – but even more important are the 150 to 10,000+ followers each of those people have.
 
Every conversation with a guest is being watched and evaluated by their hundreds or thousands of friends. It’s not imagination, it’s life today.
It doesn’t matter if that conversation is on a review site, a post, an Instagram photo, or a tweet – it has a broad audience.
 
This is where posting public responses can provide that halo effect – letting everyone know that you care as a brand.
The conversation may go private ( people may not want phone or email published on social media ) but it’s important that publicly people can witness you being in the game.
 
The fact that you show caring is more important to the audience who witness the conversation than the outcome of that conversation.
I’ll say that again.
The audience’s impression is more important than a single conversation.
 
It’s really about touching all the people around the conversation.
Touching those people shapes their perception of you – and their desire to stay at your hotel.
That perception leads to direct bookings and higher room rates ( high desire makes higher prices OK ).
 
People are impressed by a brand that cares – irrespective of how any individual review works out.
 
So start all your responses publicly – your REVPAR will thank you later.