Online Reputation Management

Platform-by-Platform: The Right Tone for Google, Yelp, TripAdvisor, Airbnb, and Booking.com Main takeaways: Treating every platform with the same voice is the fastest way to sound inauthentic on all of them. Each platform has its own culture, audience expectations, and algorithmic signals that reward different response behavior. Google rewards professional-but-warm replies that embed natural keywords. […]

Review Reactivation: How to Get 50+ Reviews from Customers You Already Have Main takeaways: Your biggest untapped review source is customers who were never asked, not new customers you haven't yet served Exporting your existing customer list and sending drip requests over 3-4 weeks typically converts at 10-15%, which can double or triple your review

Step-by-Step: How to Report and Remove a Fake Review on Google, Yelp, and TripAdvisor Main takeaways: Platforms do not remove reviews because they are false. They remove reviews that violate their own content policies. The leverage is showing a platform it is hosting content that violates its own rules. Google's flag button is only the

Stop, Drop, and Roll: A Framework for Responding to Bad Yelp Reviews Without Getting Defensive Main takeaways: Yelp users are engaged, vocal readers who react more viscerally to defensive language than audiences on almost any other platform — the community norms make a combative tone actively dangerous. The first draft you write after reading a

The $71,000 Reason Hotels Should Reply to Every Review Main takeaways: Cornell research shows a one-point increase in Global Review Index score correlates with +0.89% ADR, +0.54% occupancy, and +1.42% RevPAR, worth roughly $71,000 in near-pure profit for a $5M/year hotel Expedia data shows a one-point review score increase drives a 9% ADR increase, and