As an online marketer, I’m focused on online reviews and online reputation management – especially for our tourism clients. TripAdvisor and our own review sites for Saratoga Springs, Lake George and the Adirondacks help tourists find the right restaurant or lodging property. But real reputation management starts offline. It starts with your staff, your team, your employees and you! Here is a tip…
Set the expectation of the wow!
Real reputation management is being done at Royal Caribbean, they aren’t trying to “trick” anyone into writing a great review, or doing favors for you if you post a good review. They are starting at the core of what makes a company great: making the experience a “WOW” experience.
This experience starts at check-in. As their guest I was handed three “WOW” cards, setting the expectation to me their guest that this experience was going to “wow” me. Setting the expectation to their employees and crew members that they should wow me with their service.
I must say, after 8 days on board, I had a terrible time deciding who to give the cards to, not because no one wowed me, but because everyone did. Kudos to Royal Caribbean International for creating a truly great guest experience. And because of this, they got something better than one more good review, they gained a repeat customer.