Navigating the World of Online Reviews
Hospitality is all about word of mouth and it's no secret that your potential customers use online reviews to make decisions about where they'll spend. 95% of consumers between the ages of 18 and 34 read reviews for local businesses in 2018 and 91% said they trust online reviews as much as personal recommendations (BrightLocal). This session will dive into how to handle positive and critical reviews, using your reviews to increase customer loyalty and the newest tools you should be using to amplify your word of mouth online.
Prior to joining Yelp in 2014, Genna worked for TripAdvisor with business owners across the world to help them get the most out of their online presence. She was born in Pittsburgh and has lived in Illinois, Connecticut, Ohio, Vancouver, Spain, Boston and now New York City. She grew up in the hospitality industry and loves meeting and helping small business owners everywhere.