Romain, auteur/autrice sur Le 10 Minutes Hôtelier - Page 3 sur 4

1 min

Discuter avec ses clients depuis votre fiche Google, bientôt possible ?

📩 Google is testing a new feature that allows customers to contact businesses directly on WhatsApp via their Google Business Profile. Previously, Google Business Messages were used, but this new integration could increase usage. The feature is currently in limited rollout, available only in the United States as mentioned by marketing director Henry Heredia on social network X. If successful, this could become a new way for businesses to connect with customers.

1 min

Nouveau test sur les étoiles Google dans les Local Ads

📊 In 2024, 56% of customers choose establishments based on positive reviews in the Google local pack. 70% trust businesses with a 4 out of 5 rating. Surprisingly, Google may remove star ratings from sponsored listings. Anthony Higman, a Google Ads agency director, noticed the potential change which could shift the impact from Ads to SEO favorably. Google Ads, a quick but costly way to position a business, could be affected by such Google tests, making Google My Business optimization and local SEO vital for lasting visibility.

1 min

« Les gens parlent de ces endroits » : Nouvelle fonctionnalité incroyable sur Google

📈 Google is currently testing a new feature, spotted by Kushal Bherwani, that could intensify the importance of a multi-channel strategy by displaying a "Places people are talking about" tab during local searches for restaurants. This feature, which showcases short videos linked to the restaurant's Instagram or Facebook accounts, exclusively highlights local restaurants related to the search query. If implemented widely, social media could become more significant in merchants' strategies, directly affecting their local SEO on Google.

8 min

SMS marketing : définition et exemples de message à envoyer

📲 SMS marketing achieves over a 90% open rate. Messages, often limited to 160 characters, are read within three minutes of receipt, offering direct and engaging communication. Utilizing SMS surveys, announcements, and customer reviews, businesses can enhance customer engagement, receive quick responses, and differentiate their brand. This approach, paired with platforms like Guest Suite, enables efficient customer feedback collection, transforming survey results into online reviews and providing detailed satisfaction analysis.

12 min

Questionnaire de satisfaction : 14 exemples d’enquête Word

📝 The article emphasizes the effectiveness of satisfaction surveys for collecting customer feedback to evaluate services and products. It highlights the importance of feedback management in shaping business strategies. Guest Suite offers free access to a satisfaction survey template and stresses the value of client comments for service improvement. The article outlines 13 example questions, including socio-demographic queries and product/service feedback, to enhance customer satisfaction and brand visibility. Tips for creating concise surveys and avoiding bad practices are provided, along with the necessity of analyzing collected data using key performance indicators (KPIs) such as CSAT, NPS, and CES. The article suggests qualitative and quantitative studies to understand trends and improve offerings. Guest Suite also provides tools to create custom surveys and analyze responses.

10 min

Comment fidéliser un client ? 10 astuces pour y arriver

💰 A 5% increase in customer retention can lead to a profit increase of 25% to 95%. Customer loyalty strategies involve offering personalized experiences, collecting customer feedback, and responding to all reviews. Tools include satisfaction surveys, loyalty programs, and using platforms like Guest Suite for online reputation management. Sources: Bain & Company, Vertone, Hubspot, Invesp.

9 min

Comment supprimer ou bloquer un avis Google Business Profile ? Tuto vidéo !

📝 Online customer reviews significantly impact business choices, confirmed by a 2023 IFOP report. Businesses can manage misleading or defamatory reviews on Google Business Profile, with options to block or delete via Google Maps reporting or direct Google search. Google allows individuals to delete their reviews, whereas businesses follow a more complex process. False reviews persist in 2023, with the DGCCRF combating fraudulent practices, including using the Polygraphe tool to detect fake comments. 91% of consumers are more likely to purchase from brands with positive reviews, while 81% are deterred by negative feedback. Guest Suite, a Google technical partner, offers tools for efficient reputation management, including satisfaction surveys, expert assistance for inappropriate review removal, centralized or delegated review responses, and integration of ChatGPT since February 2023 for objective review replies.

8 min

Les 3 indicateurs de satisfaction client à suivre pour réussir en 2022

📱 Customer satisfaction is key for business sustainability, requiring attention to satisfaction indicators. For instance, Faguo, an ethical fashion brand, emphasizes omnichannel customer experiences. Accenture, in 2017, highlighted that 69% of customers seek multichannel services, and 75% prefer to continue their experience across channels without restarting. The Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) are crucial metrics. CSAT measures satisfaction from specific interactions, calculated by dividing the number of positive responses by the total number of responses, multiplied by 100. A CSAT over 80% reflects high satisfaction; below 50% signals urgent issues. NPS assesses the likelihood of customers recommending a business and ranges from -100 to +100, with a score of 50-80 denoting excellence. CES gauges the effort required for customer interactions. Tools like Guest Suite help businesses automatically measure and leverage customer satisfaction for growth.

1 min

Google frappe fort avec cet horrible Badge de la Honte sur les fiches Google

🔒 Guest Suite, a company operating in France and globally, warns against buying fake Google reviews. Blumenthal, a UK-based local search expert, discovered Google's "badge of shame" indicating "Suspicious reviews were recently removed." This is Google's first public notification of such activities. The badge system, though occasionally erroneous, is disputable by businesses and could be influenced by the EU's stricter moderation requirements under the Digital Market Act. Sanctions include a 30-day deletion of all customer reviews for violators.

13 min

Client mécontent : comment le gérer et exemples de réponses

📝 87% of consumers read and trust online reviews. A 2023 Brightlocal study found that 88% of consumers are more likely to choose a business if the owner responds to all customers, regardless of their satisfaction level. Tips include empathetic responses, adapting communication, and proposing concrete solutions to customer dissatisfaction. Negative reviews are opportunities for improvement and maintaining a positive brand image. 📉

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