Marketing influencers
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Wednesday 15 December 2010
Sunday 12 December 2010
The new rules of handling customer complaints
Want some old advice ? " The customer is always right".
It is always diffucult to deal with customers' complains, but this is the golden rule !
We all had this experience of the disatisfed guest complaining of the hotel services.
Nowadays , the service offered in high luxury hotels is so personalized that complaints are all the more difficult to accept, and delicate to compensate. They have to be handled even more individualy.
It is always complicated to find the right words to answer and explain what hapenned. All the more in front of a tough guest, but the way we can handle the situation in front of the guest is really important because even if the guest had a bad experience, the way you listen to him, react and try to find a solution can make him change his mind ! Besides, giving him the impression that he is treated like a number would only increase his anger!
The way we deal with these disatisfactions makes the reputation of the hotel : if the guests are happy with the solution, he will not give a bad image through word of mouth ! being reactive to solve a problem can even be a good advertising for the hotel!
After finding a solution to satisfy the guest, we have to put ourselves into question, to understand what happened, and take it into account top improve our services, and to ensure that this mistake will not happen again. Customers' feedbacks are key data that can help the employees and managers to improve guests' stays. It is crucial to consider them carefully.
Find below 8 new pieces of advice to help you handling customers' disatisfactions :
1. Ditch the formalities and break the rules
2. Don't give customers too much choice.
3. Monitor your reputation online. All the time.
4. Shut up and listen.
5. Collect lots and lots of customer feedback
6. Sit tight and be nice
7. Don't fear using your QSA budget
8. Focus on learning from the feedback
Friday 10 December 2010
Sunday 5 December 2010
Google & Bing Confirm that Twitter/Facebook Influence SEO
Read the Article
In the begining of December, both Google and Bing confirmed that Social Network have a direct impact on your ranking.
See the interniew by Danny Sullivan
Natural Results order is determined by the ranking the search website attributes to your link according to the relevancy of their content to some key words. Google ranking, for instance, requires manual submission and human editorial review. Some other search engines, notably Yahoo!, operate a paid submission service that guarantee crawling for either a set fee or cost per click. Such programs usually guarantee inclusion in the database, but do not guarantee specific ranking within the search results.
It is stategic for any organisation to have a good visibility on the internet today. Being in the top links make the access to the website way much easier because people don't have time for research. And A few days ago, Google and Bing aknowledged that what way to have a better ranking is to be active in the social networks. Social Authority, as they call it, is a determining criteria for Google and Bing who consider If you have a Facebook or Twitter account, if you are active on these website, if you have a Following/Follower behaviour...
Social Network websites are today key actors in any marketing strategy. Being an active user can both help you being more popular, since they enable you to be advertized in an more accessible way on those websites, AND to have a beter rankings in more traditional tools sur as Google! it can take you some time but it is a win-win strategy !
In the begining of December, both Google and Bing confirmed that Social Network have a direct impact on your ranking.
See the interniew by Danny Sullivan
What is SEO? SEO Means Search Engine Optimization, it is the process of improving the visibility of a website or a web page in search engines via the "natural" or un-paid search results, or results that are NOT part of the COMERCIAL LINKS appearing on the top and on the right of you google results, for which companies pay for, in order to offer a better visibility. Most people are not aware that those link are not "natural" results.
It is stategic for any organisation to have a good visibility on the internet today. Being in the top links make the access to the website way much easier because people don't have time for research. And A few days ago, Google and Bing aknowledged that what way to have a better ranking is to be active in the social networks. Social Authority, as they call it, is a determining criteria for Google and Bing who consider If you have a Facebook or Twitter account, if you are active on these website, if you have a Following/Follower behaviour...
Social Network websites are today key actors in any marketing strategy. Being an active user can both help you being more popular, since they enable you to be advertized in an more accessible way on those websites, AND to have a beter rankings in more traditional tools sur as Google! it can take you some time but it is a win-win strategy !
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