Casino Reviews – Everyone Has an Opinion, and They’re Telling Everybody
In my line of work, I spend a good deal of time reading casino reviews – reviews from secret shoppers, reviews from casino associates, reviews from casino guests. Up until a couple of years ago, the casino reviews I read came to me directly through the consulting process. A key part of our client improvement initiatives is gathering data (opinions) from casino guests and associates by conducting surveys and by sending secret shoppers to client properties. This process provides valuable information to leadership teams in a confidential manner.
Now, however, through the massive popularity of review and social networking sites like Yelp, TripAdvisor, and Facebook, casino reviews are shared in a manner that is completely public and completely out of the hands of casino leadership. And these very public reviews carry real weight.
Both professionally and personally, I have had the pleasure of traveling more in the last few months than I ever have before. Much of my time has been spent in the western and southern states, but no matter where I have been, I’ve done one specific thing in every town and state I’ve visited. That one thing? I have used social media to determine where I will sleep, eat, and be entertained. Yelp and Facebook have provided me an easy way to narrow my options. If a business has a low star rating or my friends tell me to avoid specific places, I don’t even give them a second glance. On Yelp in particular, I have found that I only take the time to read the reviews of businesses with four star ratings. This process isn’t exclusive to me; this is the norm for my peer group. Reading reviews and sharing our own opinions via the Internet are a way of life for us now, and this is a way of life for your casino guests.
Do you know what people are saying about your casino? Are you managing your online reputation and keeping up on your personal casino reviews and the reviews of your competitors? If not, it’s time to start. Don’t lose another potential guest before they have even walked through your doors.
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