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ETAG Technology Tuesday: Responding to Customer Reviews

1 May 2018 at 8:30 am - 10:30 am
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Digital Tourism Scotland and ETAG

Review sites and social media have given rise to a more powerful customer. There’s rarely a week that goes past without reports of customers or ‘lifestyle influencers’ trying to manipulate free stays or reduced bills with threats of negative reviews. And, with so much research pointing to consumer reviews being important sources of customer information, it can be a difficult to know how to respond to customer feedback online.

We welcome you to join us with Dr Jillian Ney (UK’s first Dr of Social Media and Digital Behavioural Scientist) to discuss customer reviews and how to respond to them. Jillian will introduce a new attitude to handle customer feedback and explain how you could actually make more money from your customer reviews.


8.30 Registration, breakfast and networking

9.00 Presentation

10.00 Questions and Networking

Dr Jillian Ney is the UK’s first Dr of Social Media and a Digital Behavioural Scientist. She works as a consultant to marketers, helping them analyse and use social data to increase customer acquisition and retention. She works across multiple industries including tourism, travel, technology, sport, financial services and public services, having worked with brands such as EventScotland, Glasgow 2014, Manchester City Football Club and Huawei.

Jillian’s work has also been presented to NATO, 10 Downing Street and the Department of Work and Pensions. With her specialist field being the analysis of social data and digital behaviour she can show you how to reduce your fear around customer reviews and how to use them to your advantage.

DTS events are aimed at tourism businesses only who operate on a B2C (Business to Consumer) or B2B (Business to Business) basis. Unfortunately, we can’t offer places to intermediaries, consultants or suppliers of services.


Digital Tourism Scotland Partners

Where ?

Radisson Blu Hotel, Edinburgh

"Great Scots Hall", Royal Mile, , EH1 1TH