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Reputation At Risk
- 1. Reputation at Risk Managing Online Feedback about your Club’s Food & Beverage with Ken Burgin ProfitableHospitality.com
- 2. What we want online…
- 4. How easy it is to post negative video online (see YouTube example on page)
- 5. How easy it is to post negative video online (see YouTube example on page)
- 6. Now everyone’s a food critic!
- 7. isk ... eR Likelihood... s s th A sse Almost Likely Possible Unlikely Rare Certain Consequence... Catastrophe Major Moderate Minor Inisignificant
- 8. “Online disinhibition effect” Def: people online are more focused on themselves and their emotions
- 9. Monitor mention of your name on the web…
- 11. Monitor Twitter with relevant tools
- 13. Monitor Key Government Sites…
- 14. NSW Name & Shame register is easily accessed on iPhone
- 17. Give people a chance to comment…
- 18. Many of the comments will be positive!
- 23. Make it easier to complain...
- 24. Regular online surveys... www. Su rveyM onkey .com How reliable is your Mystery Customer Survey?
- 26. Add your CV to Linkedin.com – this ensures that a Google search for your name will come up the way you want it to!
- 27. Who’s responsible for this - redefining the marketing role? Profitable Hospitality can help with your action plan…time to join!
- 28. Mark Twain: “Never ascribe to conspiracy that which can be explained by stupidity”