Tripadvisor può essere un passo importante se siete nel settore del turismo e volete usare i feedback positivi dei clienti per promuovervi, ed ecco perchè abbiamo deciso di parlarne oggi, analizzando pro e contro, dandovi consigli importanti e in fondo all’articolo troverete anche una guida passo a passo per l’iscrizione. Ma prima è importante capire bene questo strumento. ATTENZIONE! Tripadvisor non accetta negozi che non hanno a che fare con il turismo.

E’ la prima volta che ci segui? Devi sapere che periodicamente pubblichiamo idee, tutorial e consigli per la tua attività. Metti il nostro sito nei preferiti e iscriviti alla nostra newsletter per sapere sempre quando ci sono nuovi articoli.
 

Che cos’è Tripadvisor e a cosa serve?

Tripadvisor è un sito nato per dare la possibilità ai visitatori di recensire tutte la attività che hanno a che fare con il turismo, da alberghi, a ristoranti, e ora anche negozi.

Attraverso le “stelline” e i commenti, delle varie strutture, Tripadvisor è un punto di riferimento dove poter andare sul sicuro quando si cerca un locale ad esempio un ristorante dove mangiare. Se un turista vuole andare a visitare qualche posto è molto molto alta la probabilità che sfrutterà Tripadvisor per trovare la struttura giusta e per non ricevere fregature essendo il sito di viaggi più grande al mondo.

Vantaggi & svantaggi

Triadvisor è usato da 74 milioni di utenti al mese ed è un dato in crescita. Come ormai avrai capito uno dei vantaggi è sicuramente la visibilità che ti porta. Una visibilità molto “calda” nel senso che Tripadvisor permette di farti vedere solo da chi è vicino al tuo raggio di pertinenza. Sicuramente tutti i tuoi competitor lo stanno già usando, e questo è il motivo principale per cui è importante che lo abbia anche tu.

Tripadvisor è diventato simbolo di sicurezza, chi sulla vetrina ha il suo adesivo trasmette al potenziale cliente trasparenza. Infatti possiamo considerare Tripadvisor come lo strumento che ti aiuta a creare la tua reputazione online, e questo per te è una buona notizia perchè nel 2016, la maggior parte delle persone controllerà online le tue recensioni prima di darti i suoi soldi!

Ma non è tutto rosa e fiori…

C’è una cosa che devi sapere, molti commercianti non amano Tripadvisor perchè è facile ricevere recensioni negative da clienti difficili e che sono i primi ad essere scorbutici. Ma soprattutto perchè hanno ricevuto recensioni negative fasulle, probabilmente fatte dalla concorrenza stessa.

Sono cose che accadono veramente. Quindi se decidi di usarlo è bene che tu ne sia a conoscenza.

Altro lato negativo è il TEMPO. Molti pensano che basta iscriversi ed il gioco è fatto. Non è così, se decidi di sfruttare questo strumento devi sapere che le recensioni vanno per prima cosa incentivate, controllate e commentate.

Consigli sull’utilizzo

Se decidi di usare questo strumento per il tuo negozio lo devi sfruttare in pieno. Le recensioni sono importanti ma come detto prima vanno incentivate. Se stai già creando il tuo database di contatti e-mail dei clienti, bene, puoi inviare una newsletter per chiedere ai tuoi iscritti una recensione.

Nel frattempo puoi incentivare le recensioni lasciando un volantino o un sfruttando il retro del biglietto da visita, dove oltre a pubblicizzare il tuo sito, ricordi di lasciare la recensione positiva. Mi raccomando non farlo solo a voce, le persone hanno bisogno di un promemoria.

Le recensioni non riguardano solo il prodotto acquistato, le persone commentano anche la gentilezza, lo stile del negozio, la cura per il packaging etc… Per questo è necessario che tu investa nella tua immagine. Logo e immagine coordinata sono necessari per avere una personalità positiva che rimanga impressa nella mente dei consumatori e che sia coerente con il mercato . Non c’è da sottovalutare un servizio fotografico professionale che punti a dare importanza al locale e ai tuoi prodotti. Puoi prendere in considerazione un restyling del tuo pacchetto brand se vuoi davvero renderti importante e unico. Chiedi un parere in diverse direzioni, guardare in faccia la realtà è il miglior modo di migliorarsi. La nostra agenzia nasce proprio offrendo servizi di restyling e consulenza. Gratuitamente possiamo darti alcuni consigli utili, scrivici!

Ma perchè bisogna incentivare le recensioni?

Ci sono persone amanti di Tripadvisor, che non vedono l’ora di poter scrivere un loro parere, ma ci sono anche persone pigre,  persone che proprio non ci pensano e poi abbiamo quelle che arrivano nel tuo negozio con altri mezzi pubblicitari e quindi non sanno che ora il tuo negozio è su Tripadvisor. Dal momento che “sposi” questo strumento perchè perdere la possibilità di avere delle stelline positive? Più stelline hai e più generi fiducia nei nuovi potenziali clienti che, prima di entrare in negozio, vogliono capire chi sei cercando informazioni su internet.

A volte basta semplicemente CHIEDERLO o fare quella piccola AZIONE che invoglia il cliente a lasciare un suo pensiero su di te.

Devi anche considerare una cosa importante, Tripadvisor fa visualizzare per primi chi ha più recensioni positive, i “meritevoli”. Ammettiamo che nella tua città scoprirai che ci sono molti altri negozi già iscritti, bene più recensioni positive hai e più salirai al primo posto, prendendoti tutta la visibilità.

E’ la prima volta che ci segui? Devi sapere che periodicamente pubblichiamo idee, tutorial e consigli per la tua attività. Metti il nostro sito nei preferiti e iscriviti alla nostra newsletter per sapere sempre quando ci sono nuovi articoli.

Come gestire le recensioni negative?

La cosa peggiore è agitare ancora di più un CLIENTE (preciso che si sto parlando di un vero e proprio cliente che ha acquistato da te)  che ha lasciato una recensione negativa, commentando con un reclamo. Il tuo compito è calmare le acque anche se è stato il cliente stesso a esagerare ed è proprio per questo che non devi andargli dietro. Spesso quello che queste persone vogliono è istigarti e se tu rispondi con un reclamo gli darai un motivo in più per accanirsi contro di te.

Non solo, accendendo una discussione darai un’ impressione poco professionale davanti ad un nuovo utente che sta cercando informazioni su Tripadvisor. Quindi ricordato Tripadvisor non è uno strumento per fare botta e risposta.

RICORDATELO, IL TUO COMPITO E’ CALMARE LE ACQUE. NON AGITARLE ANCORA DI PIU’.

Quindi cosa fare?

  • Primo, chiedi scusa e di che ti dispiace. Poi chiedi come puoi riparare al disguido. Prova ad offrigli uno sconto. Insomma, anche se la colpa non è del tutto tua, sii UMILE e COMPRENSIVO. Usa un linguaggio semplice e colloquiale, senza farsi del tipo “gentile cliente” che danno solo un distacco comunicativo. Fagli capire che ti dispiace veramente e che si è trattata di una semplice incomprensione.

Se su 15 recensioni ne hai 2 negative non devi agitarti, la maggior parte delle persone sono obiettive. Sanno benissimo che può capitare un disguido o anche un’esagerazione da parte del cliente stesso.  Se lavori bene avrai sempre più recensioni positive rispetto a quelle negative, è questo quello che conta!

Come inserire un negozio su Tripadvisor

Guida passo a passo

  • Per prima cosa devi registrati con la classica email e password, puoi fare l’accesso anche con Facebook, basta che vai qui: inserire un negozio su Triadvisor >>In base alla tipologia del tuo negozio potrai inserirti sotto la sezione ATTRAZIONE, o in caso di negozi alimentari “ristorazione”, o “Spa& Benessere”. Le varie sezioni hanno delle sotto-categorie ed è li che dovrai scegliere quella più adatta a te. Ecco il passo a passo per l’iscrizione:Controlla sempre bene le sotto-categorie perchè possono variare, magari prima guarda cosa hanno scelto i negozi come il tuo.Una volta iscritto potrebbero impiegarci diversi giorni, o anche un mese, prima di poter vedere il tuo negozio su Tripadvisor, in ogni caso ti verrà mandata un’ e-mail di conferma. Se poi hai problemi puoi sempre chiedere all’assistenza: assistenza@tripadvisor.it

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