In Daniel Craig’s Hotelier’s Guide to Online Reputation Management, Daniel describes a concept that I think is very important for hoteliers. The Cycle of Positivity describes the benefits that result when hoteliers pay attention to online reviews.
As he explains, “The ultimate objective of your ORM program is to create a perpetuate Cycle of Positivity. That means using guest feedback to make investments decisions in training, labor, capital upgrades, marketing, and communications. Improvements will lead repeat business, loyalty, and positive reviews, which will attract more guests, generating incremental revenue for more improvements.”
Daniel will be discussing the Cycle of Positivity and best practices for responding to online reviews at a free Webinar on March 31st at 10am Pacific.