Nowadays the good online reputation is extremely important for the restaurants because very often the customers take their decisions which venue to choose depanding on information found in internet. This information could contain photos or video of the restaurant or its menu shared by other customers in forums, social media or restaurant booking search engines. As a restaurant owner, do you have the habit to monitor regularly the content that appears online related to your brand and services? This represents a very important marketing approach that can help you manage your online brand reputation. The online reputation can have a significant impact on your business results.
Online reputation monitoring and analysis
One of the main ways to follow what online users tell about your restaurant is to search for content in social media published under hashtags related to your brand and location tags. Be aware, as well, when somebody tags your brand on Instagram stories. Pay special attention and analyze what exactly the users have chosen to highlight. For example this could be the interior, some particular dishes, the general restaurant ambiance, waiters, the bar area etc. This could be a very precious information for you what you should highlight in your next communication or when you take decisions introducing new menu items, promotions etc.
In the contrary, when there are any tags or shared photos related to the restaurant, this could also be an important sign telling you that perhaps you should improve your marketing efforts and communication or that the quality of the services and the food you offer aren’t good enough. Nowadays when people are impressed or satisfied by something, they are always ready to share it in social media.
Some other way to monitor online feedbacks about your restaurant is to use Google search engine by using keywords related to your brand name. Check all the links that appear and the content they are forwarding to.
How to manage online the positive and negative feedback and reviews
If you find negative comments which don’t correspond to the reality, answer them publicly online explaining your point of view. Try to maintain the communication polite and civil, showing a professional attitude without including emotions even if the comments are agressive and arrogant. The main objective is to not to leave users spreading negative rumors about your business, especially when this is not the truth.
If you find that the complaining users are right in their negative evaluation, you can offer them some discount for future visits. It is almost sure that in this case such people won’t be so negative any more regarding your brand. Moreover, they can totally change their opinion about you. When people see that the representatives of the specific business brand put the clients and their satisfaction at first level, they are much more likely not to be so aggressive in their negative evaluation.
As for the positive comments or tags in social media you found by hashtags related to your brand, for example, it is a good practice to thank the user for sharing them which will be a great motivation for them to do it again.
It could be very useful to check what online users tell about your competitors, as well as to confront the volume of the online reviews and shared content between your brand and the ones of your competitors. Such analysis can give you important information where do you stand in terms of reputation and brand awareness vs the other restaurants. If you are behind them, try to study their marketing strategy and communication and find how to improve yours.
Collaborations with bloggers and influencers
One of the most powerful way to increase your online reputation is to collaborate with bloggers and social media influences who can share content related to your brand by recommending you to their followers. Of course, in most cases such marketing activities require a budget but an investment like this one could bring you many benefits. The reason is that most of your actual and potential customers use social media and follow different influencers. So, these collaborations are an effective way to reach your customers through someone they trust. You can organize together with the influencer some kind of promotions, distribute give aways or discounts. The main objective is to increase your brand awareness, attract new customers and make them loyal.
The regular monitoring of the shаred online content about your brаnd can be very helpful for your online communication and if necessary to gather ideas how you can improve your services. In this regards, we recommend you to include the online reputation monitoring as an integral part of your marketing strategy.