Customers might get angry for a variety of reasons, some justified, some not. Whether they confront you face-to-face, over the phone or in Live Chat, you are likely to encounter frustration, aggressiveness, irritation and very little patience. Handling such customers is one of the most difficult, stressful and challenging parts of the customer service job.
While unhappy customers tend to spread their negative experiences through word-of-mouth, online customer reviews and comments in social media channels, it can really hurt your brand’s reputation and even lead to revenue loss. On the other hand, the right response to a customer complaint can actually turn those unsatisfied customers into your loyal fans.
Check our Infographic with 10 simple tips on how to handle angry and rude customers effectively and 10 great quotes to remember when dealing with them. Have something to add? Feel free to share your thoughts in the comments.
Why are we even talking about SEO in this day and age? HeBS Digital's own experience categorically shows that more than half of website booking revenue across our client portfolio comes as direct referral from the search engines, including organic and paid search.
At the same time, there is a direct correlation between the quality of the website SEO and the results from your paid search (SEM) campaigns. The better the SEO on the site, the better the Quality Index assigned to your paid search campaigns by Google, which means higher ad position, better conversion rates, higher ROIs and lower cost per click.
For the ninth year in a row, HeBS Digital announces the launch of "The Smart Hotelier's Guide to 2015 Digital Marketing Budget Planning," just in time for the 2015 budget planning season.
This article outlines how to structure your budget so that you can shift more bookings to the direct online channel, better utilize your marketing dollars by increasing campaign effectiveness, and generate the highest returns possible from your property website and digital marketing initiatives.
Small businesses are sitting ducks for legal actions. According to the U.S. Chamber of Commerce, abusive lawsuits cost small businesses $88 billion a year.
Even if you are in the right, it can cost you serious time and money to defend yourself. And sometimes, you can be forced to pursue legal action to enforce your rights. According to an SBA report, legal fees of small businesses can range from $3,000 to $150,000. A better course of action is to avoid legal problems. Here are a dozen ways to keep your business safe, or at least as safe as possible.
As Warren Buffet said, “it takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”
With that said, here are nine things to consider when it comes to blending hospitality and security.
Customer reviews are vitally important. They can make or break a hotel and its reputation.
Insights and answers from Olery and other sources reveal the history of customer reviews and much more. All in this flashy infographic.