Here’s a simple fact: More Positive Reviews = More Sales
To gain an understanding of what makes guests write reviews, we analyzed over 4,000 reviews from Peek.com. We looked for the most commonly used words in both positive and negative reviews.
Words like “experience”, “knowledgeable”, and “nice” are among the top 25 commonly used words in positive reviews.
On the other hand, words like “disappointed”, “time”, and “guide” are among the top 25 commonly used words in negative reviews.
What the data above means is that a customer is more inclined to write a positive review if their experience matched their expectations, and less inclined if their experience fell short of expectations.
Alternatively, a customer’s overall impression is influenced by – and this is key – how they felt while interacting with members of your staff.
Here are some tips to get more online reviews:
1. Create realistic expectations for your activities.
Get your guests excited about their upcoming experience with you, but be realistic about what they should expect.
When describing your tours, we recommend writing with the senses. What will people see, hear, feel, taste and touch? Are there any highlights worth mentioning? Recreating the experience will make it easier for customers to imagine themselves on your tour, and will also give them a sense of what to expect.
2. Train your staff in excellent customer service practices.
This is especially important if you rely on tour guides. Take advantage of free online resources, like Be a Better Guide, which offers short tutorials on best practices for tour guides.
3. Leave a lasting impression on your customers.
Make a good impression by introducing customers by name to key staff members or by giving a tour of the premises.
At the end of your tour, you can also gift customers with a token of your appreciation. This can be a thank-you card, gift bag or any other tangible souvenir.
4. Optimize Smart Reviews in Peek Pro.
We can’t talk about getting more online reviews without mentioning Peek’s Smart Reviews.
This feature can automatically send email follow-ups to customers based on the reviews they gave to Peek. For example, customers who gave high ratings can be sent an email directing them to share their experience on other public review sites. Alternatively, guests who gave lower ratings can be sent a follow-up email to help remedy their potentially negative experience.
Peek’s review system can also generate reports to analyze performance based on specific dimensions, so you can see what’s working and what needs improvement moving forward.