Three Fundamental Ways Customer Feedback Will Change In A Post-Coronavirus Era
During the pandemic, everything has changed. From the way we communicate, work, shop, and travel. It’s only realistic, then, to assume that in a post-COVID-19 era, customers will change their habits. Both in terms of the way they research trips, travel, and leave feedback for companies in the travel and hospitality sector. Post-COVID travellers will definitely need reassurance and want to feel confident to go ahead and book a holiday, which is something that only fellow travellers can provide. So how will customer feedback change exactly? Here are some of the ways we predict reviews will change in a post-coronavirus era and what it means for your travel company.
Frequency in reviewsBefore all of this, you may have noticed reviews trickling in as and when you requested them. Then for a while, radio silence when no one was travelling. Post-coronavirus, guests and travellers will definitely have more of an opinion on their experience and they will want to be heard! Prepare for a wave of frequent reviews relating to cleanliness, hygiene and safety.
What does this mean for my business?Prior to even asking customers for a review, now is the time to ensure all your policies are up to date, ensure travel partners are on the same page and address any key issues relating to coronavirus. Now is also the perfect opportunity to review your review collection software or system. Automating this process can help take a huge weight off your shoulders and encourages travellers to review their trip at different stages. Find out more about how we can help you achieve this.
More details & requirementsAfter the devastating effects this crisis has had on travel, it’s no surprise that travellers will have more requirements. When they leave a review, you’ll notice these will contain lots more intricate details (rather than the previous one-liner.) This is why it's crucial to ask them the right questions and ditch the outdated star review system. Did you provide hand sanitiser? Were all your rooms compliant with deep clean regulations? Did staff wear a mask?
What does this mean for my business?Asking relevant questions is a fantastic way to gain insights on areas where you are excelling and also see where you can improve. The benefits of longer, unique review content are also amazing for SEO! Recent reviews from two weeks ago or less will also help you stand out above your competition, as it gives customers the confidence they will have a positive experience, based on up to date reviews. Displaying these detailed reviews on your website not only means you're instilling confidence in potential customers, but that you'll also rank higher than competing travel companies on Google.
Negative reviewsNegative reviews, unfortunately, can have a serious impact on your business if it's a serious issue. However, in some cases, it shows customers you're a genuine company and can increase conversion rates by up to 85%! In the wake of coronavirus measures, some travellers will have higher standards and it's up to you to try and avoid any nasty negatives.
What does this mean for my business?As we said, it's not all bad news! In the first instance, your travel company should ensure that you try and provide the best service possible under the circumstances. If you do receive a negative review, it can work wonders if you respond quickly and address any concerns. This is showing customers that you really care and value their feedback. Here is a really handy guide on how to respond to negative reviews if you're looking for some inspiration. One thing is for sure, there are uncertain times ahead, but hopefully, this post has provided some insight on how you can prepare and handle customer reviews in a post-COVID world. If you'd like to find out more about any of our solutions or learn more about how we can help your travel company, get in touch today.
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