Do you know what customers and potential customers are saying about your casino?
Today, consumers can voice their opinions online for everyone to see.
That may sound scary to some business owners, but it’s a valuable source of information.
Use online reputation monitoring and you’ll know when customers post about your business. Then, you can acknowledge reviews, comments, and complaints right away.
Keep reading to learn more.
1. Gain Customer Trust
Online reputation monitoring plans report negative comments and reviews when they’re posted.
Don’t Panic. Think of every complaint as a chance to win back a customer.
Never ignore a customer grievance or criticism. Once you know about the problem react fast, and be polite.
Let customers know you hear them, and respect their opinion. Quick and sincere action builds trust.
If you don’t have an immediate answer, don’t wait to respond. Tell the customer you are aware of the problem, and working to resolve it. Let them know you’ll communicate again.
A prompt response can soothe an angry customer. If you’re quick to correct an error the problem won’t escalate.
2. Direct Interaction
People ask questions in social media and expect an answer. Others complain on Twitter or Facebook and expect you to see their gripe.
Online reputation monitoring will find these public comments so you can address them. When it happens, positive or negative, respond directly.
If you want to communicate with clients, consider the following ways to engage them.
- Create a one-to-one communication channel for customer service
- Post a survey or ask a question on social media
Direct online interaction with customers is a way to tell the world about your casino.
3. Address Criticism
When a client criticizes your message rethink it. Ask why it upset the customer. Create a better message based on the customer complaints.
If a customer is disappointed about an experience at the poker table or a show, take it to heart. Is there a way to make it better?
No complaint is irrelevant. Answer each one.
By addressing problems in a mature, helpful way you build rapport with your clients. Additionally, potential clients notice you care about the consumer experience at your casino.
4. Gather Valuable Information
Search for mentions of your casino on social networks. You can type your business name in the search bar of Twitter or Facebook, or search for relevant hashtags.
If customers look happy and post positive comments, you’re good. Thank them on social media. Tell them you’re happy they’re enjoying their visit to your casino.
If you see negative comments, respond immediately. Ask for details or a private message explanation of the problem. It will help you gain control by acknowledging the situation.
Online reputation monitoring gathers information from blogs, tweets, review sites, Facebook, Twitter, Instagram, and more.
5. Gain Business
Reputation monitoring isn’t all trouble-shooting problems. It can help you gain business.
As mentioned earlier, customers like to ask question on social media. Look at any company Facebook or Twitter feed, and you’ll see consumer questions.
Perhaps someone wants more information on a new no deposit casino. How you respond to the questions can win business for you.
Many consumers ask questions as part of their decision-making process.
If you’re responsive to their questions, they may choose your casino over another one.
Use Online Reputation Monitoring for a Positive Image
Casinos have evolved from games of risk into family vacation destinations.
A casino’s reputation plays a major role in where families decide to spend their money. You don’t want to gamble on your reputation when it comes to winning business.
Visit Reputation Results for a free audit. You’ll find out if you have bad online reviews, and how to fix them.