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5 min

E-réputation restaurant : comment la gérer pour attirer plus de client

📖 L’e-réputation, crucial for measuring client appreciation of restaurants, is influenced by customer reviews on platforms like Google, Tripadvisor, and TheFork. These platforms play a decisive role in the dining choice process. Google Business Profile is the most consulted for local searches, providing visibility on Google and Google Maps. Tripadvisor's detailed reviews impact credibility, while TheFork (formerly LaFourchette) offers verified post-meal reviews in France. Yelp is significant in tourist areas or with international clientele, and guides like Petit Futé, Gault & Millau, or Michelin add extra credibility, especially for gastronomic targets. Managing e-reputation involves regular analysis, responding to client feedback, and collecting and disseminating positive reviews to outweigh any negative feedback and reinforce presence on key platforms. Guest Suite, a French company from Nantes, supports over 10,000 businesses in managing and improving their e-reputation with tools for semantic analysis, review collection, response to client feedback, and local marketing.

6 min

Marketing de la santé : conseils & astuces pour attirer plus de patients

📝 In the health sector, customer reviews are essential for medical expertise validation and attracting new patients. Marketing in healthcare leverages varied skills, including communication, project management, and specialized training. It focuses on user expectations, quality of care, and communication improvement. Strategies for acquiring new patients include digital marketing, online presence optimization via tools like Google My Business, and effective local SEO. Managing patient reviews is crucial for e-reputation, with 92% of French people consistently checking online reviews (IFOP X Guest Suite 2023 study). Automating feedback collection and analysis simplifies marketing team efforts and enhances communication and service improvement. Personalized patient journeys, continuous team training, transparent communication, and responsive review management are key to reputation and trust. Guest Suite offers solutions for reputation management, including customized satisfaction surveys, automated testimonial collection, semantic analysis for feedback, and strategic review dissemination online to ensure continuous patient satisfaction and service quality improvement.

4 min

Google Local Services : pourquoi et comment utiliser les publicités locales ?

📊 Google's Local Services Ads (LSA) are a strategic tool for attracting local prospects, appearing at the top of local search results. These ads enhance visibility and feature essential information like customer reviews. They are particularly effective within the business's service area. Google differentiates Local Services from Ads Search (textual and depend on keyword relevance) and Display Ads (visual banners across the Display network). Local Services Ads target only those within the service area and may include a Google Guarantee badge after a rigorous verification process. The setup involves four steps: verifying eligibility, entering business information, creating a profile with necessary documents, and crafting the ad with a set budget. Google ranks ads based on several criteria such as verification status, badge possession, search context, location, hours of operation, establishment's reputation, and responsiveness to customer inquiries. Guest Suite offers a lower-cost solution for improving local visibility through Google reviews and optimizing Google Business profiles, essential for ranking on Google Maps.

7 min

Qu’est-ce que la Customer Experience (CX) ? Définition et astuces

💸 According to an American Express study, 86% of consumers would pay more for a superior customer experience. Oracle reports that 74% of senior executives believe customer experience influences brand loyalty. A single bad customer interaction can lead 33% of consumers to switch companies. Meanwhile, 73% of customers expect more from other brands after a memorable experience, and 49% make impulse purchases following personalized customer experiences. CRM and e-reputation management tools are pivotal for optimizing customer experience, which encompasses all brand interactions, in contrast to the reactive nature of customer service. Guest Suite offers solutions to enhance customer experience and e-reputation, ensuring businesses stay competitive. 📈

6 min

Gestion de sa e-réputation : 10 conseils pour l’améliorer – Guest Suite

🔍 E-reputation management is rooted in online monitoring, essential for strategy and identifying company and product improvements. Online monitoring evaluates brand, product, service, and leadership perceptions. Bright Local states 72% of consumers take action after reading a positive review, making management of online reviews across platforms like TripAdvisor, Yellow Pages, Yelp, etc., crucial. A brand audit involves identifying who talks about the brand, on what channels, and why, thereby assessing internet perception. Jean Jacques Lambin defines brand image in three levels: intended, perceived, and real. Active client review solicitation and harmonized ratings across platforms, quality customer service, media/blog citations, responding to online reviews, visual identity consistency, SEO to suppress negative results, employee feedback collection, and continuous e-reputation monitoring with tools like Google Alerts are recommended strategies. Centralizing e-reputation management with dedicated tools like Guest Suite can automate client review handling and semantic analysis, offering competitive analysis for comparison with local/national competitors.

8 min

Avis Pages Jaunes : Tout savoir sur la plateforme d’avis made in France !

📝 Les Pages Jaunes, célèbres pour leurs annuaires papier, ont lancé leur site en 1998 et ajouté les avis clients en 2010 pour aider les consommateurs à comparer les prestataires. Aujourd'hui, leur e-réputation est un atout stratégique, souligné par un rapport IFOP qui cite les avis internet comme le premier critère de choix d'entreprise pour les internautes. Les avis Pages Jaunes favorisent également le SEO local, étant visibles sur des applications comme Mappy et Apple Plans. Pour bénéficier de cette visibilité, une entreprise doit créer un profil sur Pages Jaunes, où la note moyenne et le nombre d'avis sont mis en avant. Les avis influencent les taux de clics, avec des augmentations jusqu'à 7% pour une note de 5 étoiles. Pour supprimer un avis Pages Jaunes, celui-ci doit contrevenir à la charte éditoriale du site.

5 min

Effet Streisand : Tout savoir sur ce phénomène médiatique

📰 The Streisand effect, originating in 2003 with Barbara Streisand's lawsuit over an aerial photo of her house, illustrates how censorship attempts can backfire, resulting in widespread attention—420,000 people viewed the image within a month. To manage a bad buzz and protect e-reputation, it's advised not to delete content arbitrarily, respond calmly, maintain message consistency, and engage with customer reviews proactively. Surveillance and leveraging bad buzz into opportunities, like Q&A sessions and transparent communication, are strategic for maintaining a positive brand image. Guest Suite offers e-reputation solutions including satisfaction surveys, feedback collection, and positive review dissemination across platforms like Google.

7 min

Veille concurrentielle : Définition, guide et modèle – Guest Suite

🔍 Observing and understanding rivals is crucial for market survival and dominance. Competitive intelligence is a strategic tool used for quick response to competitors' threats and to build a unique, sustainable marketing position. It involves identifying competitors, collecting and classifying data, analyzing it, and automating the process. Tools like Guest Suite simplify analytical efforts for businesses, which can devise unique positioning and detect growth opportunities. Competitive intelligence offers insights into market trends, customer expectations, and helps anticipate changes by analyzing competitor data from social media, customer reviews, sector news, and financial records. The process of competitive intelligence includes identifying direct and indirect competitors, defining and collecting relevant data, classifying the information, analyzing it for strategic decision-making, and automating reporting for efficiency and real-time responsiveness. Competitive intelligence helps anticipate strategic moves, identify market best practices, define competitive positioning, and grow market share. Guest Suite offers advanced solutions to support local competitive intelligence.

5 min

Comment supprimer une fiche Google My Business ? Tuto et Guide complet

📝 Google Business Profile (formerly Google My Business) acts as a digital storefront on Google, enhancing local store traffic. However, circumstances may require the deletion of a Google My Business listing. The article guides on how to remove a Google establishment card, with a focus on the implications of such an action. It generally takes up to three days to receive email confirmation of deletion. The post advises against deleting listings in situations like negative reviews or relocation, suggesting alternatives like mass collection of positive reviews or updating business details. For definitive business closures or when taking over a poorly reviewed establishment, deletion might be appropriate. Guest Suite is mentioned as a tool assisting with Google listings management and review automation for over 10,000 establishments.

10 min

Modèles de réponses à un avis positif : Exemples de réponse à télécharger

📝 88% of consumers are more inclined to choose a business if the owner responds to all reviews, positive or negative. In the digital era, 80% would switch brands after just one bad experience, while 74% of loyal customers would do the same if expectations are not met. Approximately 73% would stop doing business after three poor customer service experiences. Personalized customer interactions are crucial, with over 80% preferring businesses that provide personalized experiences and nearly 70% switching brands due to a lack of personalization. On average, businesses lose 23%-30% of customers annually due to lackluster customer retention. Responding to positive reviews can lower acquisition costs, as gaining a new customer is up to 7 times more expensive than keeping an existing one. Improving customer retention by 5% can boost profits by 25%-95%. Existing customers are 50% more likely to try new offerings and spend 31% more compared to new prospects. Guest Suite offers tools for effective review management and has integrated AI in February 2023 to automate responses, aiming to enhance the overall client experience and increase response rates.

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