Seth Godin is one of the marketing guru’s that I follow and read. His blog complement very well his publications and the following is a definition of reputation that I am ‘borrowing’ from Seth.
In an industry driven by reputation, I always insist on giving the right resources to manage this very important aspect of the business. With reputation-hungry sites like TripAdvisor, it has become impossible to ignore what our guests think about us and our services.
Seth’s definition of reputation implies that professionals involved in hospitality need to also manage their guests’ expectations.
They go hand in hand.
If we over-promise, and under-deliver our reputation suffers. No rocket-science there!
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