Your Brand Reputation is What Your Customers Say It Is
Your brand’s reputation isn’t just about what you say—it’s about what your customers believe. And in the hospitality industry, perception can make or break your success.
- 94% of consumers say positive reviews influence their decisions (Statista).
- A quarter of a company’s market value is tied directly to its reputation (World Economic Forum).
Yet, many hospitality brands only react when things go wrong, instead of actively managing their reputation.
A Brand Reputation Audit helps businesses assess how they are perceived, identify reputation risks, and create a strategy for improvement. Whether you run a hotel, restaurant, or foodservice business, your reputation impacts:
✔ Customer trust and loyalty
✔ Booking rates and foot traffic
✔ Sales and contract negotiations
So, how do you assess your brand’s reputation?
Four Key Areas to Audit
✅ 1. Online Presence Evaluation
Are you easily discoverable on Google, review platforms, and social media?
Are your brand mentions consistent and positive?
Is your website aligned with your reputation strategy?
✅ 2. Social Media Sentiment Analysis
How are customers interacting with your brand online?
What is the overall sentiment in your comments and mentions?
Are you responding to negative feedback in a timely manner?
✅ 3. Customer Reviews & Feedback
Do you respond to both positive and negative reviews?
Are there recurring complaints about your services or products?
How do customers feel about their experience with your brand?
✅ 4. Competitor Reputation Benchmarking
How does your reputation compare to your competitors?
What strengths do they have that you can learn from?
Where are the gaps you can use to differentiate your brand?
What a Brand Reputation Audit Can Achieve
A leading hospitality brand we worked with faced declining bookings and a rise in negative reviews. Their audit revealed:
- Slow response times were eroding trust.
- Inconsistent guest experiences were damaging their reputation.
- A lack of structured review management was costing them direct business.
By improving response times, addressing recurring complaints, and strengthening brand messaging, they saw a 35% increase in positive sentiment and a 22% rise in direct bookings.
Take Control of Your Brand’s Reputation
Your reputation is one of your most valuable business assets. Proactive reputation management helps strengthen trust, increase sales, and maintain a competitive edge.
