How to Manage TripAdvisor Reviews
By Daniel E. Craig The Reputation Roadshow continues! Last week I had the opportunity to meet with Ciaran Fahy, managing director of […]
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Social Media Coercion: How far should hotels go to please and appease?
By Daniel Edward Craig In my last post, I discussed the growing trend of travelers using social media to voice […]
Social Media Ambush: When Hotel Guests Go on the Attack
By Daniel Edward Craig, Reknown It’s an all-too familiar scenario. “A local guest complained about service via Twitter when she […]
Creating a virtuous cycle: integrating online reputation management into operations and culture
By Daniel Edward Craig. At a time when the travel industry is still struggling to accommodate social media, which barged […]
Online Reputation Manager: the Newest Position in Hotels?
By Daniel Edward Craig In my last post I discussed how social media has enabled a new measure of hotel […]
Guest Satisfaction Index: the Next Big Measure of Hotel Performance?
By Daniel Edward Craig Traditionally, hotels have made pricing decisions based on a combination of demand forecasts, supply, operating costs, […]
Social media and storytelling for hotels
By Daniel E. Craig, Reknown. “Good storytelling makes people sit up and listen … It is worthy of their attention, […]
Should hotels encourage guests to write TripAdvisor reviews on property?
By Daniel Edward Craig I’m often asked by hoteliers and innkeepers about TripAdvisor’s policy regarding asking guests to post […]