Making Word of Mouth and Online Reviews Work for your Business

Word of mouth and personal recommendations are still the strongest forms of marketing and promotion for your business. Only these days, it’s through online channels that the stories and feedback are being shared for the world to see. Identifying, responding and getting in control of the online comments stream about your business can be an extremely rewarding activity.

In this two hour session you will learn how to promote the positive and reduce the negative feedback about your business, encourage more online reviews, encourage your word of mouth champions and keep an eye on competitors. Hear first hand about the challenges, tactics and results that local businesses have tackled in their business with online reviews in the somewhat unforgiving tourism and hospitality market.

Learning Outcomes

  • Develop channels to support and encourage open online customer service
  • Draft responses to real examples of positive and negative online reviews with consideration of the social do’s and don’ts of feedback.


  • 2 Hours
  • Half Day
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