 Good afternoon everyone and welcome to Recover and Rise. It's lovely to see you all again and hope everybody's well. I'm just going to share my screen with you if I may, very quickly, and let you know what we've got going on today. So here we are, we're in our sixth webinar of the series, Getting Online. We're followed by Creative Bloom who are doing a series on customers and marketing and then systems and productivity and growth and expansion. So if you haven't looked for those yet, please do. Today we're talking about visitor economy businesses and we've got three absolutely brilliant speakers for you today. Joe Williams from Experience West Sussex is going to give some tips on how to get some funding. And Marty Roberts from Ridgeview has got an absolutely great digital storage hotel and then Mike Humphrey from DigiBubble is going to be talking to us about how we can get the most out of TripAdvisor. We've also got, we jump, and so we're not here Thursday, so we jump through to next week, which is our end of series networking session. So I hope some of you will come along to that and we've got representatives from Coast to Capital, Lowcase, The Business Hot House and Rise, along with all of our digital champions coming to talk to you about how you can access all the grants of funding and the support that we've been talking about in our session. So I'll just stop that for a moment. I know some of you are new to Remo and we will be having a networking, a short networking session at the end of this session. So if you just hold on until the end of the session, Bradley from Network My Club will go through how the networking works but why we're in presentation mode and once the speakers are talking, you won't be able to move around the room, but you can pop questions into the Q&A and then we'll pick those up and we'll carry on with those throughout the presentations. So may I ask, Joe, Joe Williams, if you'd like to come on to the screen with me and start the ball rolling for us, are you there, Joe? You just pop your camera and your mic on. There we go, can you see it? Perfect, perfect. Welcome, Joe. Thank you. I'll go off and I'll leave you to share your screen. Thank you. OK, thanks everyone for joining me today. I'm just giving me one second while I screen and then we'll get cracking. OK, hopefully you can see that because I can't see on my screen what's happening. Just to give you an introduction, my name is Joe Williams and I head up Experience West Sussex, which is really the central voice for tourism across the county. We're core funded by the local authorities, but we have private sector voices feeding into what we do. But that's a good old fashioned tourism board if you want a better, better, more colloquial expression for what we do. So on the screen you'll see we do all sorts of things from sector transformation, including digital transformation, really providing the tools that the destination needs to be future proof. And we do all sorts of things for industry leadership, business support, lobbying. We do marketing through the experience where Sussex.com product development and working with partners and stakeholder engagement. So what I've done is just put a few slides together, but I'm not going to just talk at them. But here you'll see the value of the visitor economy in 2019 pre COVID where it was basically delivering 38,000 jobs and over two billion to the West Sussex economy. So really, really important. We do know obviously there's been a massive decline and we're working hard on recovery that we hope to see of similar levels probably in a couple of years. Obviously, all things dependent now today, I know you're all here about digital and digital transformation. So just a very, very quick overview. Why, why should we bother? Well, as anyone who knows, who's done a trip recently, your mobile is everything that's really the way forward now. It's not about mobile penetration anymore. It's it's an essential. So mobile in terms of booking users, using it for reviews, for experience engagement, finding transport, it's every part of the customer journey. So getting businesses involved in those elements and different parts of customer journey journey is really essential. And the other thing to say is like, like anything with digital, I've been working in tourism for about the last 30 years and digital has been in the conversation. But what's really held true the whole time is it just rapidly evolves both behaviors and the tech. So trying to keep on top of that is challenging. And that's hopefully what we're here to help you with. There's all sorts of things going on. Internet of things. Obviously, everything now is kind of connected to the internet. So how can the tourism sector look at those different linkages and work out how we can improve the destination, your business offer and make things better for the customer? One thing that's also rising is the sort of artificial intelligence and chat bots. So that's the sort of thing. If you go to the bank and you've got a little live chat box, either a person or it's artificial questions, but that's something that we'll see more and more of. Reviews, ratings, user generated content is really, really important. And that really does help drive up the quality as well as sort of marketing and it's not going to go away. And then sort of virtual reality. How can you embrace some of the use of technology in your customer experience? So just a really quick overview on some of the digital tourism data resources and you will hopefully get all these presentations. I've put these with the links on, but some really excellent resources for overview of digital and tourism and what are the big trends? What are the insights? Google, as you imagine, has got an amazing array of tools. They've got destination insights, hotel insights, and they've got in a fantastic free skills training resource called Google Garage. And I'll talk a bit more about that later, but you'll see the link. Digital skills training. The other one that I would put you to is Visit England Business Hub. And that, as you would imagine, the National Tourism Development Agency has a whole host of research, data, toolkits, training programs, webinars. And we can sort of link and signpost you and remind you of a lot of things that are going on there. I know that Mike later is talking about TripAdvisor, so I won't go into that, but it's a really good source of data. Who are people going timelines of what people are booking and Expedia is the same. So do you have a bit of time looking at those? So experience with Sussex, how can we help you? Well, this year we're looking at digital adoption and we're partnering with these webinars to specifically provide specific support for the tourism sector. Online bookability. We have a lot of businesses across West Sussex that still either aren't online, they might have a website or just a Facebook page, but they don't have true online bookability, which is where the consumer has a seamless journey on their phone from an advert to, right, I just want to book a ticket now and they get a confirmation and it's all paid for. There is a VisitBritain program that's linked up with TXGB, which is like a booking channel manager for both accommodation and attractions, and they basically just released with the government support for the sector for the next six months, where you might have seen it about the national lottery of people buy a national lottery ticket. They can then go to the VisitBritain shop and exchange that one pound sort of, or whatever it is, one pound, two pound lottery ticket for a 25 pound value voucher for tourism attractions to try and get people to travel over the winter. And TXGB is the sort of booking channel manager behind that. So, so it's really quite a good one to look at for getting into VisitBritain support. Other areas of business industry support that we do is sustainability and obviously the race to net zero, which we'll hear loads more about, but tech is also a way to to support that through your measurement of your emissions to managing your teams to reporting through research. So tech plays a whole sort of important part about that. I touched on experience creation earlier on, and that is Marty and I and on our table chat we're talking about blacksmiths and sword making and how can people find that. And that's the whole part of it. You know, we want to try and help businesses that maybe have got a traditional offer, but how do we now engage them to make more immersive creations that consumers are interested in and want to do. It's a sort of consumer trend. Other things that we do are networking. We're hopefully doing a sort of West Sussex big tourism day out in March at a venue yet to be decided, but we'll let you know more about that. And that's a chance where we'll do more of this type of activity, but hopefully in person as well as hybrid events, which is the new way of working. And we also on our website and there's the link at the top there for toolkits and signposting. You can email us at any time with the get involved email. If you are new to experience West Sussex do get in touch. We have free marketing opportunities for you that all 100% subsidized and we hopefully getting funding over for the next two years so we can carry on doing this work. We do all sorts of content marketing through social blogs, website listings, send us your images. We also have a shop Sussex on our site, which we set up last Christmas when everyone was not traveling, but we still wanted this was our pivot to a bit more digital, where we wanted to say to people buy, you know, for Christmas support your local tourism attractions and buy gift vouchers or buy local wine or deliveries or experiences that people can do online. So we did a bit of an online pivot so have a look at shop Sussex and please if you're not listed and you think it's you know you meet the criteria do get involved. And so all sorts of things going on our autumn winter themes are listed there get outside sort of sparkling Sussex around food and drink, all the amazing light shows festive events, Sussex bonfires dark skies, autumn color and anything really to drive people to come to our patch over winter and also stay the night which is really important. So just some top marketing headlines for Mars and you can again have a look. We're still fairly new. We sort of set this up about two, three years ago. So we're still growing but we've had an amazing growth. And we have delivering over 60,000 business leads to all our tourism partners. So again, please do engage with us because that's all free leads for yourselves. And so really I just want to say enjoy today I want to hand over to Mardi and the attractions who really are can give you a fantastic best case best practice and case studies of what they've actually been doing. I will be on the chat and I will be on the networking tables. But do engage with us. We're here to support you through sort of strategic destination development down to helping signpost you to contacts that you might need or, you know, some advice or research. So these the emails are there and yeah, thanks very much. So I'll just stop sharing. He just stopped sharing your screen job but just stay on for one minute if you don't mind. Yeah, sure. I'm just there we go. I just wanted to ask that to me I had a question I was really interested to hear about this lottery ticket I hadn't heard about this so you go by lottery ticket and then what do you do I was interested in that. Yeah, so I don't think it's been launched to the public yet and I think they're still getting it all set up so but essentially the premises you buy a lottery ticket you then go to the Visit Britain shop on virtual and I presume with the help of TXGB and the booking system, there'll be a whole shop window of attractions all around the country that you can say right I want to buy a ticket for Amberley Museum, for example, who's on today. And now I don't know if the full details but I'm sure you either have a if it's above 25 pounds but the voucher, you know gives you that amount. So there will be a big marketing promotion and consumers about that but it's for us we want to try to get all our attractions who need the business and open over the winter to be on the TXGB system to enable them to access the support being given by the government. Yeah, that's what I was going to ask you how as a visitor attraction do you get onto that is that a case of contacting yourselves. When Marty's chatting, I'll put a link in the chat. Brilliant. Okay, and just one little question there. Can visitor businesses get help with getting online and setting up online booking? Do they come to you for that? Is there sort of support? Is there funding? Is there anything to sort of help people set up that online booking? Yeah, so we will have some sessions in the next few months on specifically on advice and where to go and who to talk to. There is quite a few business support programs going on in West Sussex that can do all sorts of things from the general business support. So from funding peer to peer reviews and startups online, there are some grants out there as well. So again, I'll put a whole load of links in the chat and I'll also put some on my slides. So when you guys send my deck out, we can have those as well, but I'll do the links for all those when we finish chatting. That'll be brilliant because obviously there's quite a lot of funding opportunities and grant opportunities being mentioned through this program. So it'd be really good to see whether we can particularly signpost anywhere if someone is, you know, just want to get on online with their booking and get that set up. Brilliant. Thank you, Joe. No, thank you very much. And as Joe said, so slides will be sent out after the session. So if you just like to pop your camera and your mic off. Thank you. And I'd like to introduce Mardi, Mardi Roberts from Ridgview Wine Estate, who has got a lovely stories about their digital adoption. Over to you, Mardi. Thank you. Thank you. Hi everyone. I'll just get my presentation sorted. We will start. Okay. Right, hopefully we can all see that. So as with Joe, I'll just be reading off the screen and hopefully let me know if there's any problems. But yeah, my name is Mardi Roberts. I'm the director of communications at Ridgview, which is our family company producing English sparkling wine. I'm just going to talk to you about what we had to do and just some lessons that we learned really during the pandemic and then as we've kind of opened up again as well. Just in case people aren't aware of what we do or where we are. So that kind of that you can see from the heart where we are, and also where we get our name, we've got a gorgeous view as well. We're the producers of English sparkling wine. We're a family company that began 25 years ago and we're one of the first in England to solely focus on producing sparkling using Chardonnay, Pinot Neu, Pinot Mania. In our 25 year journey, we have been awarded lots of different accolades and seen such a revolution, you know, on the on the coattails of our success and many other English sparkling wines. We've been awarded at 25,000 bottles. We're now producing around half a million bottles and selling all around the world. We've had lots to celebrate including being named international wine maker of the year in 2018. Our wines now exported around the world and served at some lovely prestigious occasions. So there's been lots and lots to celebrate in our industry. England's now producing, you know, we're no longer a niche cottage industry. We're now a serious contender in the wine world. We're now producing around about 10 to 15 million bottles a year. But actually, when we look at it, the British consume, so we've said here 1.8 billion bottles of wine a year so we're still less than 1% of the wine drunk in England. So we feel there's lots of potential and lots of lots of things to go, which is good because we are rapidly expanding. There's now over 7000 wineries employing 5000 people in our sector. That's sort of 70% growth in the last five years and tourism is becoming so, so important to that growth. That was just to put it in a bit of context. Today, we're here to talk about our pandemic journey and what we did. So where we were in 2019 we're about to celebrate reduced 25th anniversary logo things exciting planning parties opening new winery launching a new wine. We always have to think in five year business plans because whatever we do from say this year's harvest, we're not going to be selling it for three years time. So we have to have strong, solid business plans and we had a healthy sales mix of people buying direct to us coming to Ridgeview enjoying the facilities off trade, which is what we call the supermarket on trade is the restaurants and exports are really healthy sales mix. And then overnight in March 2020, although we did have some warning lockdown hits and overnight we lost 50% of our sales opportunities with all of the restaurant closing which was a major arm of our business export virtually closing those opportunities and also our Salador having to close as well. So we were like everybody had to hold our breath and you know and then pivot as we all say so I'll tell you kind of what we had to do. So this is in response to sort of immediate lockdown overnight we really strong leadership we're a family company led by my sister in law, our CEO, and it was to not panic that we needed to support our team. We had to make the most as I'm sure many other businesses of government schemes furlough when you lose half of your sales opportunities. It wasn't practical for us to keep our sales team on so we had to scale back everything to close clear message of safety to everybody, but at the heart of what we did. You know, Tam was really kind of studying the ship and making sure that our company values of still being pioneering, not even quality at the heart, and you know our passion remained. And also without being an ethical and sustainable company as well our principles remained. So what could we do we had about half the team left or even less. We had to use those words that everyone's probably sick of being pivot and agile and thinking outside the box, but also whilst being sensitive to the times. You know we are a celebratory product so we had to be really sensitive to our audience. And what we had to do we realized that we had to maximize digital as one of our only arms. So focus on our web sales and then also focus on supporting our supermarket sales. So this is just an idea of some of the activations that we did when we were in full lockdown, because from a virtually non existent we weren't really selling much online. And we knew that we had to work really, really hard. So it was all about content engaging with our audience being authentic and honest, but you know not overtly sales as well we wanted to keep that kind of storytelling going. So overnight we focused on service we offered free home delivery, being a small family company we could sit and make decisions really really quickly. We're also conscious of our place within the community as well and really feeling for our hospitality partners. So immediately in first lockdown two pounds per bottle was donated to hospitality in action, totaling over the year of 6k that we were able to support that. But then we're also really wanted to support our audience and to kind of keep them along for the journey series of blogs of what to do in in lockdown. And we also did a series of really fun sort of zoom videos as well. And we changed our message as I said kind of like reading the room you know no longer our central message and theme at Ridgie was life is for celebrating. And during lockdown it didn't feel so appropriate so we changed our celebration message, and it was all about, you know, asking people to bring celebration home and to celebrate the small things. But also, you know, keeping our audience engaged we did a series of paid adverts but also competitions and people signing up and enjoying and being a part of the celebration and a few other things that we did as well just to keep the website moving was sort of flash sales and calls to action. But hopefully all being sensitive to the times as well. We also had a growing wine club, which was a natural thing for us to promote so that was something that we could grow and focus on. And that meant that people had twice a year which you deliver direct to their door. I'm going to hurry up because I know that my presentation I tried to fit so much in and what we've been doing. Because it's been a busy couple of years but I'll try and get through a few of the other things that we did this is also sort of mainly during lockdown and driving our digital was digital collaborations brand partnerships, maximizing all of those seasonal occasions so for Mother's Day. We realized that a lot of our audience were really into beauty and natural products. So we partnered with a beauty brand. We also had lots of gin. We combined with some local gin producers as well to have cocktail home kits on Father's Day we had a pizza making kit. So it was more about just keeping that storytelling going, but making sure that it was an authentic but also a reason for people to buy and celebrate at home. With regards to the digital journey people couldn't come to us. So we had created a behind the scenes tour of Ridgeview, and this was to celebrate English Wine Week and we did a journey from vine to glass for people to come with us and celebrate. We also used that journey. And when we did some virtual corporate tastings and lockdowns as well. We're also lucky that we had we collaborated just again just thinking outside the box. We saw a local proc and fit which was a DJ to do a sunset stream under the vines with lockdown no one there, but we had 20,000 people watching. We were also fortunate it was filmed a pre lockdown but Jamie and Jimmy on Friday night feast had had a wonderful time at Ridgeview and it worked out in the end that it was during lockdown because it was in December 2020 that that went out and literally crashed our website overnight with sales. So that was a great success. Then when we could sort of reopen again. It was all about creating a safe space Joe spoke about using digital digital was so important when we could open again and get our visitors back of having the systems in place. So we created a new system on diversity for booking by using good till and also the TXGB that Joe's mentioned as well. So when it was about getting visitor numbers back we wanted to make sure that the journey was as easy for them as possible to come to Ridgeview in our Ridgeview wine garden and also collaborating with local produce to make it such a safe environment really focuses on the experience our visitor number of rocketed this year since we've been out and all about our wine tours we've literally can't put on enough tours because people are really over indexing on those experiences. But also we're investing and making sure those experiences are great. So getting recommendations working with our tour guides as well. I'm sorry I didn't check for timing. Hopefully I'm doing okay. So what were the results of everything that we did do in lockdown and maximizing our digital journey. I'm pleased to say in 2020 our web sales were up 280%. So all of the hard work and all of the peddling underneath was worth it. So it was our record biggest website ever. So this does include our tours and people to Ridgeview as well. And I'm also pleased to say that on the back of a record digital year on our website in 2021 our web our web sale or not our web sales I'll amend that are up already 81% this year on a record year last year. So you know we couldn't be more pleased. Our mailing list as a part of doing a lot of the digital activation for competitions is up 275%. Our wine club up 75%. So all of the things that we wanted to do we could really really think about our social media growth with all of the engagement is indexing with record numbers have just include Instagram there just because I feel that's one of the most important for us tools has record engagement levels. And what we did was successfully change the sales mix from when we lost all of the restaurant and export to that director consumer and the off trade and also our visitor numbers changing our our message to open for celebration we have had record visitor numbers. And I'm really finding that people are and I'm sure that everyone would would join with us on this is embracing the outdoors a bit more and because we had to get a bit more hardy so people really are and also just wanting experiences have been locked in for so long. So the experiences of the wine tour has been going great. And on the back of that we were really fortunate during lockdown to be called Sussex success story and the virtual business awards and also family business of the year London Southeast we were awarded best family business of the year, recognizing our efforts. So, in summary, I just thought that I would just give a few of the lessons that what we learned and digital and covert about not panicking reading the room being sensitive to the times as I said we changed our life is for celebrating to bring celebration home and then when we could open up again it was that we are open for celebration. It was not being overtly sales the older time engaging with your audience but making sure that it's authentic and and really about that storytelling and as we all say content is King. We did a lot of rich blogs, you know telling people and storytelling, also about when we could about tourism, you know, what is wine tourism and things like that we really kind of delved into the blogs about that and listening to what your customers want. So as I explained we use different channels for different audiences. I find Instagram is really about that sort of direct to consumer, where something like Twitter might be more of a B2B and you know with with with wine journalism as well. We at Ridgeview use inspiring images or we have a wonderful you know we're quite lucky about that we have a monthly photographer coming in, and that kind of keep the storytelling engaging, and then also collaborating as Joe said experience with Sussex, where Sussex have been so supportive of us. Also visit Brighton Sussex Modern lots of different organizations that if you put the time in they will be really there to support you for that. It's about working collaborating with partnerships because that opens up new audiences that collaboration, and also that our customers become our brand ambassadors so on social to listen to share and respond. If you're engaging with them they'll be more more responsive to get with you. On top of this, we did have campaigns, you know certain campaigns of advertising, PPC and SEO programmatic and competitions that really really did drive and really helped bring our engagement with with our audience. The other thing that my sister-in-law tomorrow always reminds me is to remain focused that we can't do everything. Lots of opportunities come our way but whatever you do do it well. And you know those words are being agile, flexible and open minded. But most importantly, you know what I've always in the 20 years that I've been at Ridgeview I've been fortunate to really enjoy and also have a fantastic team that really really love what we do and supporting your team. So, there we are. I'm not sure how I am. That's brilliant. Absolutely brilliant. Sorry, I did rush through just because I knew there was lots in there. So much to a couple of questions from the room. Would you have invested so heavily in digital had it not been for lockdown? No, I think we had plans to in the future. Definitely. But like everyone, you know, we're just a small team. So it really did fast forward and we're continually now reviewing all the systems and it is something that we will be investing for in the future including a new website and things like that as well. It's so important to our future. And do you have, I mean, for a lot of our guests here, you know, they don't have huge marketing teams. Do you have a big marketing team or was it mostly done by yourselves? Yeah, in lockdown it was kind of me. So, and then with furlough, and then when my marketing director came out of furlough, so there was just the two of us. But we are fortunate since we have come out and, you know, we have, you know, we're back on to record sales. We've managed to double our team. So there's four of us. But yeah, it's still quite lean with what we do, which is difficult because we're up against the might of the big champagne house. So it can be done. Brilliant. Thank you ever so much for joining us. And again, Nadia is going to stay around for a networking session. So if you've got more questions, then, you know, please have a chat then. If you'd just like to stop your screen share and turn your camera and your mic off, that'd be lovely. Thank you. And if you could just, that's perfect. Thank you very much. Last but not least, I'd like to welcome Mike Humphrey back onto our screen. So did you bubble Mike joined us in the first two weeks of this program and runs a digital agency and Mike is just going to talk to us today. Not just going to talk to us, but it's going to talk to us today about getting noticed on TripAdvisor and how important it is to get noticed and what to do. What do you do get noticed? Thanks, Mike. Over to you. Cheers. Thanks, Cheryl. Good afternoon, everyone. Yes, I've been invited to speak on how to get noticed on TripAdvisor. I'm a little bit of a background about who I am. I'm a local business owner. I own a full service digital agency called DigiBubble. We support our clients online. And a large part of that is we manage what we call third party connections for our clients into large scale platforms like TripAdvisorbooking.com, Eventbrite, Google My Business. So we do quite a bit within TripAdvisor in particular trying to encourage footfall is a big one within TripAdvisor. We've worked with TripAdvisor for the last six years or so. They were originally founded in 2000. They are the market leading travel website globally with 463 million monthly visitors on the website. That's a culmination of 884 million global users. So these are accounts that they've got logged primarily in the states, but the UK is the second largest market. They employ about 2,600 employees globally. About 400 of those are based in London. So we've always got a good route into having support and working with clients to make sure that they get noticed. And the website itself is worth 1.97 billion. So just almost half of what my company is worth, fingers crossed. So as I said, the UK is the second largest market. The US for them is absolutely huge. But their focus for the coming months is to focus on the evolving markets within the UK and Europe. So if you are looking to drive activity and work with encouraging footfall through TripAdvisor, it's a good time to go into TripAdvisor and talk with them and have that direct connection. So fundamentally, 77% of respondents from a number of TripAdvisor survey have relied on TripAdvisor reviews before they select a place to stay. So it's a real key player in the market in terms of what the decision process is for your end user. There is around 160 new reviews being published every minute on the website. So it's very important to make sure that you're listing your company, your vineyard, whatever it happens to be, is present, is fresh and is up to date on TripAdvisor because it is a constantly evolving machine. You can quite easily fall down the ranks if you're not proactively trying to increase and climb on the platform. And you do that by providing TripAdvisor with the content, with the reviews, with the insight. So if it wasn't for the business owners, if it wasn't for the customers, TripAdvisor wouldn't have any content on the site. They entirely rely on user-generated content, and that's where they win. If you give them what they require, you will start to rank very favorably. So just having a look at these two primary scores that you need to have a look at for what they call your TripAdvisor rank as a business. So your TripAdvisor rating is the written review that a guest will leave once they've stayed with you. So these are based on a five-star system that we all have come to be very, very familiar with. So that's almost like a user-generated rating. So from a customer's perspective, the TripAdvisor ranking is much like Google. It uses an algorithm to rank and score your business based on a number of different parameters, your rating being one of them. So it's key to differentiate where you're getting ranked and make sure that you have a strategy against each one of these. So your TripAdvisor rating and your TripAdvisor ranking are separate, but still need to be considered in tandem. So this index primarily determines how you rank against other properties on the site. So it's not that you can position yourself against searches. This is peer ranking. So TripAdvisor looks is your rank better than the person behind you. If it is, you'll appear higher. So it's not a place where you can start to pay to appear higher. There are opportunities within TripAdvisor, but they're very well ranked, very well labeled. The key within TripAdvisor is to make sure that you're on top of where your peers are and where the competition is and start making some real adjustments to your listing. There's three main areas that affect your ranking and that is the freshness, the score and the volume of your reviews within TripAdvisor. So we just have a quick look at those review freshness. So the older your review is, the less weight it carries. So the review score deteriorates so they actually add attrition to your review. If it goes past six weeks, it drops a line, three months is another score. The reviews after about a year start to play very little impact into your score. So you need to make sure that you've got that review freshness. And your review score, this is fundamentally your overall rank. What out of five are you getting? So it's key to ensure that every guest who passes through your venue leaves you a review. And there's quite a few ways you can encourage that, the most obvious being by asking them to do it. Although we've got a number of systems that we use where people come back. Once you've had a visit to come through, you have a thank you process. You can email them and say thank you for visiting. Here's our review systems. We've got TripAdvisor. There might be TrustPilot. It might be reviews on your website or my business. But we actively work to try and have them encourage to leave you a review. We've also got a platform internally here at DigiBubble that allows one person to leave one review. But then that gets posted out to multiple platforms. So you have that one review rather than asking your customer to come back and say thank you. You do booking.com now. Can you do Google now? You do one review and it can post out to all of these platforms as long as your website and the technology you've got can manage it. We can look after that. And then looking at the review volume. So yeah, this is our customer service and guest experience. So like many of us, we want to do right by our customers and we want to make sure that they're having a good experience. And what we want to do is utilize online surveys and questionnaires to find out exactly where you're going right and where you're going wrong. A lot of times, it's more important to find out where you're going wrong. And then use these negative review points to pinpoint where you're going to work and where you're going to involve your business to rectify these. And you start to improve your delivery and improve the offer and start really leaning on that customer feedback. And that really makes a lot of difference. So a few tips and considerations for TripAdvisor is be honest. TripAdvisor is really strict on moderating the reviews that are coming in. So if they start seeing similar IP addresses, similar surnames coming from user accounts, accounts that have previously been reviewed, have reviewed you previously and there's a bit of a pattern. Or you can go on Fiverr, you can pay for reviews, you can do all sorts of stuff. If TripAdvisor finds you, they can penalize you quite badly, not just in terms of where you rank on the cyber, actually closing the account down. So TripAdvisor really is standing by the mantra that they're offering honest trip advice. Be authentic, as we see with many local businesses is just be yourself, allow your personality, allow the genuine review process to happen and don't hide. If you do have users who are negative or not reviewing, you don't just hide or ignore or put it through appeal to try and get it removed. Tackle it head on, talk to them about it. Review and reply back to the comment to say that you're going to make improvements in your business. And then retrospectively go back and then start saying, you know, following the review, following the feedback from our customers. We made these changes to our business and look at the improvement in our rank that we've seen from that. So fundamentally, that's TripAdvisor. It's not rocket science. There's not a lot of work behind it. There's a lot of it is a good healthy portion of honesty and common sense and you'll do quite well. And then, yeah, and that's me. So thank you, everyone. And that's, there's my details on the screen. If you do need any help, we're going through any of these third party connections. We're always happy to help. And yeah, I'll take any questions. Brilliant. Thank you, Mike. You're absolutely welcome of experience there. Just on the sort of TripAdvisor on the people that leave reviews, I know I don't always. I know I get emails and it says, leave a review here, leave a review there. Is there any sort of statistic in that, you know, say, for example, if you have 10 visitors, how many will review? Is it a real numbers game? You know, the more, more people you can ask to review you, the more reviews you'll get. Yeah, it is a numbers game. And it also varies. If you sit back and wait for the reviews to come, probably quite low 10, 15%. If you're quite proactive with your customer base, like we say, we do a lot of thank you emails to say, thank you for visiting. You know, we do a follow up process. We've got a lot of automated emails that go in with the sole intention of getting them to leave a review. And then the people that do leave a review drop off of that list. And then we'll email them again in a month or two months time. And if that's not working, we can start sending out coupons. We can say, OK, well, thank you for visiting. You may not have left a review, but we'd like to invite you back. Let's have another trip. Have a, here's a 10% discount, something like that. You can be quite calculated with how you can increase that score. So if it's important to you, we use the visit account and the review percentage as a benchmark for where we start to measure success. We want to have at least 50% of your visitors leaving a review and engaging with the business after they've visited and engaged with you. OK, and just on the note of bad reviews, as you mentioned, it really is best to comment back, isn't it? You really shouldn't just leave those there because I know some people sort of think, oh, we don't want to say this or we don't want to say that. But it really is best to have that conversation, isn't it? Yeah, because if you've probably, if a good one comes in, you jump in it, oh, thanks, Cheryl. Glad you enjoy our virtual wine tour. It was really good to have you. Here's a voucher for a bottle of Lamborghini and it's really nice. And then you see a bad review, just radio silence and then a good review. So it's like actually tackle the negative head on. I think it's always the way with communication. It's the same issue that you have with family life, with clients, with staff, with anything. If you've got something that's bad, it's easy to ostrich and hide your head in the sand. Yeah, absolutely. Actually, the braver thing and the right thing to do is tackle it head on and try and resolve the customer issue. You'll probably have a much better time of it off the back of it. Brilliant. Thank you. Brilliant. So again, Mike's going to be hanging around with us if you want to chat to Mike more. And I know you can answer questions on anything digital. There you go. Mike, can't you? Lovely. Thank you, Cheryl. Thanks, Mike. Thank you. So just to sort of wrap up before we go into our networking session, if I can just share another screen with you. I just want to talk to you a little bit about our digital champions. We do have seven experts as part of this series or as part of a whole, all four series that are looking at all sorts of different aspects of digital adoption. And any business that's attended any one of these workshops can access this free specialist support. And it's up to eight hours of free specialist support. All you need to do is follow the website and www.ctcbusiness.org.uk. And Coast Capital will take you from there. They'll have a chat with you. They'll see what your issues are and they will put you in touch with the most relevant digital champion. So it could be creating content. It could be social media. It could be setting up online booking. It could be anything that you need for your business. So please don't forget to have a look at that because it's so very, very important. I would like to, before we go, just quickly hand over to Bradley from Network My Club. And he could just briefly talk to you about how we network and how the RIMO platform works. So Brad, over to you. Yeah, hi Cheryl. Hi guys. Very quickly for those that may be joining for the first time in RIMO, I'm just going to share my screen just for a quick graphic of what you will be going into. So this is the RIMO lounge, the virtual lounge that you'll go back into. And just a couple of quick pointers really when it comes to using RIMO. So when you go back into the room, you will be on a table. You'll just need to turn your camera and microphone on when you go back into the room. And then when you are there, you will only see and speak to the people that you are on a table with. Everyone appears as little circular icons. And if you want to move around onto the tables, all you need to do is double click on another table that has an empty seat and you will move there. So if you want to find some of the digital champions and or some of the guys that have spoken today, you can hover over the circular icon, see their names and then move to their table if there is an empty seat. So you're very welcome to move around at your own pace. I believe the room will be open for another half an hour or so. And I know the guys that have spoken will be available to take any questions. But if you need any help or need any support with RIMO, my colleague Nikita is here with me and will be in the room. And so just pop something in the chat box or come and find us on a help desk. So hopefully that's nice and simple. Brilliant. Thank you Bradley. So yes, do hang out with us for another half an hour if you'd like to and come and chat with any of the experts that spoken today. And please don't forget to book for next week when we are going to be having speakers from all the different funding organizations. So you can come along and have a chat with them and meet the digital champions and work at your next move. So all that remains me to say is thank you again for joining us on behalf of FreedomWorks. And I look forward to seeing you next week. Thank you very much. Bye now.