Customer review is a vital aspect to look after in your travel business. The reviews directly impact people’s buying decisions and thus affect the number of bookings. About 95% of consumers book the package depending on the online reviews.
Customer reviews also impact the reputation of your travel business. A good amount of positive and negative reviews ensures your credibility and trust among travelers. Creating a positive impression empowers your brand reputation and increases booking and sales.
In this article, find different aspects of customer reviews and learn how to ask and get reviews effectively from your customers.
With the tips on what to do if you get negative reviews or no reviews at all, you can deal with the situation with ease.
Let’s start the article by knowing your audience first.
Understanding Your Audience
Understanding your audience means comprehending the motivation, experiences, and memories your customer wants to create. Each traveler has a unique story and set of expectations from your service. Acknowledging it enhances your request for reviews.
To understand them better, you can categorize your customers into different types: luxury travelers, adventure seekers, cultural enthusiasts, family planners, etc.
By understanding these categories, you can create your review requests to resonate with each type of traveler’s specific experiences and values. For instance, luxury travelers may respond well to a personalized email. In contrast, adventure seekers might respond better to the social media shout-out.
Why Customer Reviews are Important for the Travel Industry?
The major importance of including customer reviews as part of your business in the travel industry are:
Improve Customer Service
With the feedback received from your customers, you can learn about what they think about your travel service. You gain insights into your strengths and what needs to change to accommodate customer satisfaction.
Customer reviews are a rich source of information for continuous development and innovation. It shows changing customer preferences and rising trends that help you to adapt and refine your travel offerings. Regularly analyzing reviews allows you to maintain high-quality standards in the travel industry.
Increase Brand Reputation
A strong collection of positive reviews and your timely response to the negative ones significantly boost a brand’s reputation. Customer endorsement shapes the credibility and trustworthy image of your travel business. This attracts new customers and encourages loyalty among the existing ones.
Things to Consider For Your Ask
The response you receive from the customers depends upon your interaction with them. It depends on how you ask for reviews.
You need a balance between personalization, professionalism, and persuasion. Your ask needs to be in a manner where your customers feel valued and you guide them to give you feedback and reviews. Consider the following factors while asking for reviews.
Personalization is the key, as general requests may get ignored. By addressing them by their name, you immediately capture their attention. In addition, mentioning highlights of their trip and thanking them will make the message more personal.
Language and Tone
Your customer conversation’s language and tone significantly impact the reviews. Using a warm, conversational tone makes your message feel personal. The tone needs to be clear and concise. It gives them the feeling of respect for their time.
You can ask for reviews using different methods. You can do it in person, via email, social media, and more.
Techniques for Requesting Reviews in the Travel Industry
There are different channels you can use to ask for reviews. The process depends upon the channel you use.
How to Ask for Reviews in Person
1. Train Your Staff
Ensure all your team members understand the importance of reviews in the first step. You should train your staff to be friendly, approachable and knowledgeable about when and how to ask for reviews.
2. Choose the Right Moment
The best time to ask for a review is when your customer is happy. Timing is essential as the customers are prone to give reviews when their experience is fresh and satisfied. This can be at the end of a successful tour or during the checkout.
3. Build a Connection
You can use the innate nature of people to make connections by engaging in genuine conversation. When you show interest in your customer’s opinions, they’re more likely to share their experience. You can use open-ended questions to engage in genuine conversation.
4. Be Specific and Direct
When asking for a review, you should avoid vague requests and be specific about what you seek. For instance, you can say, “We’d love it if you could share your adventure on TripAdvisor. It will help fellow travelers to know what to expect!”
5. Offer thanks and Gratitude
Always thank your customer for considering your request and tell them how their valuable feedback will help improve your services. Even if they decide not to give a review, appreciating them will maintain a positive relationship.
6. Make the review process easy
Provide your customers with instructions and a QR code that takes them directly to the review platform. The easier the process, the more the probability of getting a review increases.
How to Ask for Reviews in Email
1. Personalize the greeting
Make the subject line catchy and personalize it. When you use your customer name and their travel adventure with you, it draws their attention. Using “Dear [Name]” is simple and effective.
2. Appreciate your customer
Show appreciation for your customer for choosing your service. Begin your email by expressing genuine thanks.
3. Highlight the Importance of Their Feedback
Mention how their feedback is valuable for your business and helps you improve your future service. Doing so will encourage your customers to give reviews.
4. Be Clear and Direct
Always ask for review clearly and directly. Politely request a review. For instance, you could write, “We would be incredibly grateful if you could take a few minutes to share your experiences on [platform].”
5. Provide a Direct Link
The probability of getting reviews increases when you provide direct links to your customers. If they have to search the review platform themselves to leave a review, they might not do it.
6. Offer guidance
If you want your customer to give feedback on specific aspects of the service or the entire experience, then mention it in the email. This helps to guide their reviews.
7. Keep It Short and Sweet
Your email should be concise, focused, and easy to read. End your email by thanking your customer for using your service and considering your request.
Sometimes, you don’t hear back from them. You can send follow-up emails for a gentle reminder. This increases the chance of getting feedback.
Subject: Share Your [Destination] Experience with Us!Hello [Customer’s Name],
We hope you’ve settled back into the daily rhythm after your exciting trip to [Destination]! At [Travel Agency’s Name], we’re always eager to hear about the adventures and moments that made your journey memorable.
Your insights are incredibly important to us and to the fellow travelers’ community. We’d love for you to share your experiences and any memorable highlights from your trip. Your stories and suggestions celebrate your journey and help us enhance the travel experience for others.
[Insert Direct Link to Review Platform]
Your feedback is a gift that keeps giving, and we genuinely appreciate the time you take to help us improve and grow. Whether it’s a stunning sunset, a hidden gem you discovered, or any aspect of our service you’d like to comment on, we’re all ears.
Thank you for choosing [Travel Agency’s Name] for your recent adventure. We hope to be part of many more chapters in your travel diary!Warm regards,
[Your Name and Position]
How to Ask for Reviews on Social Media
Social media is a great way to engage with large audiences and create a community around your travel services. It provides an interactive space between you and your customers. You can use it to collect valuable reviews. Below are some methods to ask for reviews on social media.
Creating Engaging Content
For this method, you create exciting posts of your services on social media. This encourages your followers and service users to share their experiences. You can create posts with wonderful travel images, fun quizzes, etc.
You can ask for reviews in clear and direct language. For this, you use a clear call-to-action and provide a direct link to your review page on platforms such as TripAdvisor, Google, etc.
Using Social Media Features
You can use features like polls and surveys to collect feedback. Another feature you could use is live Q&A sessions where you interact with customers in real-time to answer their queries. You get a chance to encourage them to provide you with reviews.
Interacting with customer content
Another method is engaging with customer content. You can repost and share customer’s stories from your social media. When you share positive experiences and reviews through your account, it encourages others to share their feedback as well.
How to Ask for Reviews in Other Channels
SMS and Messaging Apps
This method is a direct and personal way to reach your customers. You can use text messages or messages with apps like WhatsApp. Make sure your message is concise and uses a friendly tone.
Provide a direct link to the review platform to make it easy to follow.
If your customer has a long-term interaction with your travel agency, you can use this method. This method is personal and effective if used effectively. You have to consider factors like timing and tone while requesting reviews. You should avoid asking for reviews in the early mornings, late evenings, and weekends.
You can use surveys for feedback on various aspects of their travel experience. Use the option to leave a review at the end of the survey. You can also offer a small incentive for completing the survey like discount coupons to increase participation rates.
Blog or Website
Use your website to feature the best reviews on a testimonial page and include a call to action for others to share their experiences. You can do it by using simple pop-ups on your website to remind past customers to leave a review.
Tips to Handle Negative and No Responses
While everybody wants only positive reviews, negative or no reviews are inevitable. To maintain customer trust and a strong brand image, you have to handle such responses with care.
For Negative Responses
- Acknowledge the comment immediately to show the commitment to customer satisfaction.
- Avoid using generic responses; use personalized responses and address the specific issue that they raised.
- Offer a solution in your response; solutions can be a refund, a discount, or a promise to improve based on their feedback.
- If needed, invite them to discuss the issue through private channels and solve their problem.
- Identify the recurring problems and make changes so that such issues do not occur in the future.
For No Responses
- Send a reminder for the review.
- Evaluate your approach of asking for reviews if you consistently get no responses.
- Use various feedback channels, as customers prefer different platforms.
- Respect the decision of customers who do not want to leave a review; provide quality services nevertheless.
- Make use of hashtags in social media
- Consider launching contests for review submission
- Avoid spamming for reviews
- Respond to both positive and negative reviews
Customer reviews help your travel business to gain trust and reliability. You can ask for reviews through different channels. The more channels you use, the higher your chance of getting reviews.
When you handle both positive and negative reviews, you increase your reputation. Giving a personal touch and using a calm, friendly tone results in a positive response from your customer.
Engage with your customers regularly and maintain a good relationship so that they help your business by providing good reviews.