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Can You Trust Crowd Sourced Recommendations?

We often hear businesses express concern about people rating products, services and premises on location based applications or web sites. There have been allegations from time to time that comments or ratings may be made by competitors or disgruntled customers, where perhaps the customer’s expectations were unreasonable.

Any of these may happen, but there is more to this situation, in fact several.

1. People are probably talking about your brand online now. The worst thing would be to not be aware of the conversation and not have the opportunity to engage one way or another. It could be to thank people for their positive feedback. It could be to address a concern they have. It is also an opportunity to share those with staff and colleagues. Often positive messages don’t get to those who need it.

2. People trust people they feel are like themselves. Generally they distrust advertising. Why? Because often advertising over-promises. I don’t need to give you examples. Next time you watch TV, study the first five adverts you see and decide whether the information is accurate. if you want underarm deoderant, would you be more likely to trust a TVC, or a friend? If you want to buy insurance or go on a holiday, same question.

3. What can you do about crowd sourced applications and the comments people leave on them? One thing you can do is develop one yourself, or with a group of businesses you are associated with. Another is to join in the conversation and have your voice heard. Another is to offer the sort of service you would like to enjoy if you were the customer, get buy in from your team and encourage your clients to share feedback.

Why

Here is an example from an applications developer called Springwise. Their mobile application has a bar code reader and the ability to scan a bar code, see what other people have said about it and why they think it is a good or not so good product. It also allows people to rate the comments or the person who left the comment. One thing I really like is that they have elements in it where you can click on an icon to explain why you gave the rating or comment, for example the product may or may not be sustainable. This one doesn’t currently have a location based element in it, but there’s an opportunity perhaps for a local developer to do something similar and get us to help.

Another application is being tested in Spain at present designed to allow people to share what appears to be a common problem there, which is where the drink you order may be substituted with cheaper quality or priced ingredients.

The bottom line is that people are talking about your brand or product. Why not get involved with our development partners and encourage the features in applications that you would like to see. Talk to your loyalty card program partners or your business association, or perhaps your mainstreet asssociation. It’s easier than you think. Talk to us:)

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February 26, 2012 - Posted by | geosmart, iphone, location based services, Loyalty Card, Social Media, Uncategorized | , , , , , ,

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