Tag Archives for " casino reviews "

Zombie Apocalypse – Learn How to Survive and Thrive


Video – Breaking Casino News


This Just In…

The apocalypse is coming

Learn how to SURVIVE

Just released video from Z News breaks story of coming casino zombie attacks and how to survive them.  Will you survive?  Zombie rants about your service rip the flesh from your casino’s reputation.  MUST SEE!

Read Now

Survival Guide

Just Released

Zombie Survival with Simply Share+
This might save your reputation!
Download NOW

Just In..

Flesh-Eating Zombie Casino Attacks Reported… 

Learn More HERE
Learn MORE.  IMPORTANT!  These attacks last FOREVER!
Download HERE

Savage online attacks are no joking matter. Negative rants and posts last forever and that means they are driving away customers. Having a real-time feedback platform reduces negative online reviews by 40%. Get started now with the real-time solution. Simply Share+ gives your casino the tools you need to survive the apocalypse.Call NOW 208.991.2037Do it before your competition does!  Let the zombies rip them to shreds.







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Last Week, I Sent Out This Little Quiz


Frustrated by social?  Get control.

1 Question…

Guests never leave home without 3 things.  Which is most important to your casino’s success?

What do you think?

Car Keys
Car keys?
Wallet Money
Their wallet…money?
Cell phone?

Click On The Image Above That You Think Is Most Important

Last week, I sent out this little quiz.

(If you missed it, the GREEN button above still works … take it!)

To all of you who took the quiz, THANK YOU! I hope you found it interesting and informative. I forgot to mention last week that for anyone who took the quiz, I’ll be sending them “3 Common Social Sabotage Mistakes” & a NEW infographic about Social Sabotage and how to navigate around and through it successfully!

Here are a few of the interesting results from last week’s quiz email!

Of all our emails over the last 3 years, this one had the most people click and interact.  (Must be a topic with a high level of interest.)

100% of you got it right about people’s perceptions of online reviews! That is awesome.

55% still used comment cards. That disappointed me.

You were 100% correct about reviews being used against your casino.

Most Surprising Result 50% of those who took the quiz said they had a real-time feedback platform in place. The reason this was surprising was two-fold.  (1) I have not been in a casino that had a feedback system other thank our system. (2) For those of you who don’t have a system in place, your casino could be in a very dire position.

I just read a great article from Forbes magazine about “The Five Steps for Capturing Feedback for Your Business.” It has some great information about timeliness.  CLICK to Read More.

Also, we encourage you to visit our Google+ page for more information on how to make your casino more competitive and successful.

Hot New Trend
A couple of weeks ago in an online article, CNBC identified real-time customer feedback as one of 12 hot new trend at restaurants.Our customer feedback platform, Simply Share+, gives casinos real-time feedback and intelligent routing of reviews to sites like Google, Yelp and Yahoo.Read more HERE
It’s time for you and your casino to have real-time feedback and to take control of social. Do it now!Click or Call to Schedule Your FREE Social Assessment.208.991.2037




Social Sabotage Risk Factors


Are you confusedfrightened, frustrated by social media?

Social Sabotage is negatively affecting casinos. Learn the risk factors now.

CNBC Hot New Trends
Last week, CNBC highlighted real-time customer feedback as a “Hot New Trend in Restaurants.”  The article shared that it can reduce negative online reviews by 40%.
Casino negative reviews can be maddening!
Social media is confusing and frustrating for most casinos. The challenge is that it can be having a negative impact on casinos’ overall results.

Social Sabotage Risk Factors

Learn 3 Important Factors to Lower Your Social Sabotage Risk

Alert – Casino Silent Killer Exposed

Can you escape the silent casino killer…social sabotage?

Your casino was packed this weekend and that is great. The problem is some of those guests are silent killers. I’m shocked at how few casino leaders even know this is going on.

Here are examples of some silent killers you might be aware of.

You may know that high blood pressure is often called the “silent killer” because there are few symptoms and it kills their victims a little every day.

Then there’s the “silent destroyer.”  Termites are called silent destroyers because they can ruin a home or building little by little over time.  Termites cause over $5 BILLION in damage each year in the United States. As a matter of fact, they cause more damage than floods, fire and wind, but they don’t get the attention of those disasters.

When it comes to casinos, the silent killer isn’t a bug or disease … It’s silent, but speaks volumes!  Social Sabotage is shattering casinos 24/7.

The silent killer is a vicious viral mix of rants, tirades, angry outbursts and social venom.

We call it Social Sabotage because of the way it’s destroying casinos.

This has not gotten the media attention that it should, but it will soon because it literally is killing casinos.

Here are 3 IMPORTANT Risk Factors for Social Sabotage.  (Read more)

Comment Cards  – If your casino has comment cards, that is an immediate sign of an URGENT problem. People don’t use comment cards unless they are a lover or a hater.  They also don’t use comment cards if they have a smartphone. (IMPORTANT ALERT – People don’t leave home without these 3 things. 1 – Wallet/Money 2- Car Keys 3 – Phone. Because they always have a phone, they can effortlessly post about their experiences.)

Real-Time Feedback – If it’s easier for guests to share with the world on Google, Twitter or Yelp than it is to share directly with you and your team, you have a serious problem that needs to be addressed.  People do what is easy and that means that if it’s easier for them to rant online with a few clicks, that is what they’ll do. This is simple logic. Guests all want to park by the front door because it’s easy. They are not going to expend an extra calorie to give you feedback. It needs to be as easy as doing it online or they just won’t do it!

Intelligent Review Routing – Does your current feedback system intelligently route comments to the right people based on scores? For example, if a guest submits a 2-star review in the restaurant, does the manager get a text or email in real time so they can do service recovery?  Or if the guest gives a  5-star review, is the guest asked by the casino to share that review on important social media sites? We define “important social media sites” as sites that help improve your search rankings (Google, Yahoo, Bing) and that have high levels of viewership by guests and potential guests.

Read more about the Risk Factors and how to reduce them for your casino – CLICK HERE NOW

Last week, CNBC (Business News Network) highlighted having real-time feedback as a Hot New Trend in Restaurants. It went on to report that real-time feedback has been proven to reduce negative reviews by more than 40%.

If you could reduce your negative online reviews by 40%, would you be interested?

Not enough? Harvard research found that improved online reviews and reputation increased revenue for businesses by 5% – 9%.

CNBC and Harvard are leaders that you want to pay attention to.

The problem is that negative reviews are silently killing your casino. (You may have a social media person who is chasing negative reviews, but that is too little and way too late. The world is already seeing the negative reviews. Google is also using those to drive down your site rankings!)

The solution is real-time feedback and intelligently routing reviews.  This gives you the opportunity for service recovery (more than 70% of people say they’d do business with a company again if a problem was resolved quickly) while increasing 5-star reviews by encouraging your guests to share them socially.

If you are encouraging guests to share reviews socially and hoping they will be positive, you are committing Social Sabotage. Would you let guests decide when a machine is going to “pay off” because you hope they’ll be responsible?

If this made you think, wonder or maybe feel a little uneasy, CLICK HERE to identify your risk factors and learn ways to reduce them.

We don’t want you and your team to be the next victim.

Be the first in your market to take advantage of this.

One final thought…

Last week, I visited 3 casino GMs and shared this information with them.  Here are direct quotes.

Why didn’t you tell me about this sooner?

Can I have exclusivity?

WOW, this is an important tool that we need for our casino now.”

ALERT NOTE: Regarding exclusivity … I’m sorry to say that some markets are already taken. Call now to find out if your market is available. 208.991.2037

After reading this, how many of your guests from last night made your casino look better online? How many made it look worse? How many will share today online for the world to see forever?

Read More

Learn The Risk Factors

Social Sabotage — The Silent Casino Killer


Are you confused, frightened, frustrated by social media?  LEARN MORE HERE.

Social Sabotage - The act of destroying a reputation with online reviews and comments. Real time feedback is the solution.  Simply Share+

Social Sabotage – The Silent Casino Killer

Alert – Social sabotage is changing your casino.

I really need to share this…I’ve been studying the problems that social media, online reviews and reputation are causing good casinos. It’s frightening and frustrating to see this happening to you.

Did you know that Google has partnered with Yelp and now makes reviews posted on Yelp part of search results?  (FYI – Google is by far the number one platform used for search.)  They even include those reviews when people use Google maps.

On Tuesday, I’m going to share more details about this epidemic so that you and your team can be prepared. We want you to be proactive and protected.  (Can’t waitCLICK HERE to read more.)

Taking control to reduce or eliminate social sabotage is critical to your success.

Have a great day.


Martin R. Baird


Robinson & Associates, Inc.

Author –  Gaming Guest Service from A to Z

P.S.  For over 20 years we, have been helping casinos across the globe measure, manage and improve customer service.

Positively transforming lives and having fun doing it!  Don’t want to wait until Tuesday… Call me (602) 639-4858


Will Your Casino Restaurant Menu Appear in Google Searches?

This is suddenly an important question — will your casino restaurant menu show up in Google searches?  Google recently teamed up with Yelp and Urbanspoon to make complete restaurant menus appear in searches when a query specifically looks for menu information.  The search terms will look something like this:  menu for ABC Casino.  Will your restaurant menu be available for potential customers to see?  It’s a simple but powerful search!

Read more by clicking on the icons in our new interactive image below.



Lydia Baird

Take Control of the Casino Reputation for Your Property

So you think you’re pretty good at managing and controlling the casino reputation for your property?  Maybe.  Then again, maybe not.  For example, one of the icons in the interactive image below contains information on the three common mistakes casinos make when it comes to online reviews and reputation.  The other icon has information on how you can take control.  Click on the icons and learn more.


Lydia Baird

Casino Reputation Management — Is Your Casino Getting Scroogled?

A key element of effective casino reputation management involves understanding just how damaging getting Scroogled can be.  Pass your mouse over the interactive image below and take a look at the information behind each of the icons.

You will learn about taking control of online reviews, the death of casino SEO,  the extent of ranting on review sites and more!


Lydia Baird

Casino Consultants Release Video That Outlines Innovative Ways Casino Marketing Executives Can Take Control of Online Reviews

As casino consultants, we are always looking for new ways to better serve our customers.  That’s why we have released a new 30-second video that shows how casino marketing executives can take control of online reviews at sites such as Yelp and TripAdvisor so they can avoid the destructive consequences of getting “scroogled.”

Casino marketing departments are being stressed like never before.  They are being forced to do more with less because of the crushing pressure of competition.  More than 20 years ago when we started consulting with casinos, “build it and they will come” still worked.  Now, ever-increasing competition means higher media costs, skyrocketing marketing clutter and a battle for every guest.

This pressure requires that casino marketing departments make the most of every opportunity.  Casinos are getting “scroogled” and some don’t even know it yet.  We just released a short video to explain how casinos are being adversely affected by Google, Yelp and TripAdvisor.

Also see the video here at our Google+ page.

Yelp and Yahoo have partnered to make so-called reviews part of Yahoo search results and there are two critical and related points that every casino executive needs to know.

First, 46 percent of people admit to using review sites to vent frustrations.  This means they really are not reviews.  They are high-profile complaints.  Second, until a casino takes control of these reviews, it will be left chasing ghosts and trolls.  Successful executives will quickly take back control of the review process.

Casino consultants say casinos are getting scroogled by casino online reviews

A New Video from Casino Consultants At Robinson & Associates, Inc., Helps Casino Executives Take Control of Frustrating and Destructive Online Reviews.

The video highlights five ways our Simply Share+ service returns control to the casino.  Simply Share+ uses proprietary technology to collect real-time casino customer feedback.  We route the negative feedback to the casino so it can provide immediate service recovery.  We accelerate customer advocacy by welcoming guests with positive experiences to share them on social review sites.

Hoping that guests will share both the good and bad doesn’t work.  People, by nature, prefer to talk about negative experiences.  The tragedy is that the negative reviews people post about a casino are affecting the casino’s bottom line.  Negative reviews cost the casino new guests and drive the property’s website down in Google and Yahoo search results.

Research found that people trust reviews more than ads.  For a casino with a tight marketing budget, each destructive review means it will need to spend more of the budget to overcome the angry posts.

The new video covers what is happening with reviews and search and how that affects casinos.

Google doesn’t run ads or send emails laying out how it uses reviews as part of its new search algorithms.  Google made serious changes in late 2013 that could have a lasting impact on how casinos need to market going forward.

Think for a moment.  If a potential casino guest sees your billboard and uses voice recognition to say ‘casino near here’ into his smartphone, Google will show the reviews for your casino.  If your competitor has more positive reviews, they may come up first even if these competitors are located further away.  I was in Sun Valley, Idaho, this summer and was standing between two restaurants.  I asked my phone for a “restaurant.”  It pointed me to three restaurants and they were a couple of blocks away because they had more positive reviews.

Some casino executives are also unaware that it’s not enough to just have a couple of positive reviews.  Research also found that people need to see eight to 12 reviews to trust them.  Casinos need to have a significant quantity of positive reviews.  They also need to be recent.  It never looks good to see a five-star review that is nine to 12 months old.

Our video makes it easy and fast for casino executives to learn how to take control of casino reviews and avoid getting “scroogled.”


Lydia Baird

Casino SEO Is Dead, Casino Reviews in Search Results, Real Time Casino Customer Feedback — Read All About It in Our Newsletter

Casino SEO is dead?  Don’t miss out!  Subscribe to our newsletter for interesting casino news articles and the latest information concerning online gaming, casino customer service training, mystery shopping, casino reputation and reviews, service gap analysis and more.   To subscribe, click here.

Is your casino’s reputation at RISK?

Casino Customer Service
Solutions, Tactics and More

Feb 12, 2014

From Yahoo & Yelp to SEO’s Death and Getting Scroogled — It’s All Here!
For those of you who have not seen our recent blog posts or articles, the world of social media and reviews is having a HUGE impact on all casinos.  Casinos are going to get Scroogled if they don’t take action to generate positive reviews.

You already know about the crush of competition.  The next challenge will be Yahoo and Google using reviews in search results.  (FYI Yahoo Announced it Friday.)  This means potential guests will see your star rating as well as ratings for your competitors.  Fact 80% of consumers have changed a buying decision because of negative reviews.

Simply Share+ uses intelligent routing to share 5 Star reviews with Yelp, TripAdvisor, Google, etc.  More positive reviews of your casino are critical now.

Seeing what people post online can be maddening!

Click on the headlines below to find related articles:

What the Yelp and Yahoo Deal Means for Your Casino!

Is SEO DEAD?  Are You Wasting Marketing $$ On It? ALERT – People TRUST online reviews more than your ads!

Simply Share+ – Real Time Customer Feedback and More Positive Reviews!

Detour from Your Well-Worn Path

In spite of challenges and potential pitfalls, things can work out.  You gotta love Rube Goldberg.  Click here.

“Casino Customer Service Solutions, Tactics and More” is a compilation of industry-related casino customer service information and other gaming-related management topics offered by Robinson & Associates, Inc.  Just glance over the topics and click on the items of interest to you.

We hope you find information that is not only interesting, but thought provoking and valuable to your endeavor to compete in today’s gaming market.

Marty Baird
Robinson & Associates, Inc.

P.S.  Do you have a service delivery gap?  Put our tested system to work for your casino!

Secret Reveals Why Reviews Matter:  CLICK HERE

Wish Your Customers Told You and Not Yelp?  CLICK HEREand Learn More!


20 Years of Helping Casinos Measure, Manage and Improve Their Service.  Call Now to Put Their Systems to Work for You  208.991.2037

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