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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 | , , , , , , | Leave a comment

Socialisation – Loyalty Cards and Gamification

Ultimately if you want people to use your loyalty card, visit and spend lots of money enjoying your service, products and services, wouldn’t you rather they bring their friends and family, or encourage them to come and join them. There are gender differences here of course. Shopping for women is often a social activity, something to be enjoyed with friends and is an outing in itself. For guys that might be the case for specific things like food and beverage, electronics and sporting gear (I am generalising and there are of course exceptions:) but in general terms a fun group outing is more likely to be going to a bar, a sporting match etc. Of course hospitality, entertainment, attractions etc are all most enjoyed if done with friends.

Foursquare in its points structure will give you more points if you log into a location at the same time as your buddies. Tap City uses Foursquare Points of Interest and has a game element where you can take ownership of a location by attacking it and getting your buddies to join you in the attack, turning it into a real game, but one that requires that you do check in to places to complete certain activities.

FREE App Rugby2GO for Android and iPhone

Loyalty programs for single venues or large programs with many venues are all there to generate business for your destination premises. This opens up great opportunities for incentives. In many cases points and recognition are enough, but why not encourage people to not only participate but also to get their friends to sign up. For example, lets say we had a loyalty card for restaurants and entertainment. You could have a deal where if you bring a friend to a cafe, you get 2 points, or maybe a free muffin, but if your friend becomes a member of the loyalty program and joins you there, you get more. Its Rugby time in New Zealand with loads of tourists going to Fanzones and enjoying the restaurants, bars, concerts and shows that go with the World Cup. A lot of people have Smartphones and are enjoying FREE iPhone and Android applications like Rugby2GO which has all the Real New Zealand Festival locations on it complete with directions from wherever you happen to be.

These apps are great and are a perfect stepping point to creating social engagement. If they allow you to upload all of your friends from your various social networks in the way applications like Foursquare, Instagram, Layar, and countless others do, then you are already crowdsourcing for free. All you need to do now as an application host is encourage them not only to get their friends to your location using the gamification we have talked about in our other recent blogs, and then also get them to invite them to install the app and join, perhaps using a promo code that recognises that your friends have joined them and identified them as friends, which also of course helps with your profiling.

South Africa v Namibia

Profiling people into groups with similar interests is of course something that Google has introduced with its Google+ circles and we are starting to see this in applications. So if you own a bar or number of bars, are showing the Rugby on your big screens, wouldn’t you like to be able to encourage your loyalty program members to not only invite their friends, but have them sign up to the program, reward them for doing so, then give them a great time so they want to come back, with their friends. This is known as crowd sourcing and also plays a part in viral marketing.

As a footnote on viral marketing, a reminder that you do not do viral marketing, your customers, friends and program members do that. All you can do is facilitate it. Create an environment they want to be at and share and they will do it for you. Of course you have to deliver on your promise and make sure they really do enjoy themselves. There is so much more you can do once you get started and of course we are full of great ideas and desire to help you make it work for your loyalty program. Why not Contact Us and have a chat about it?

October 5, 2011 Posted by | AA Maps, Android, foursquare, geosmart, iphone, location based services, Loyalty Card, Mobile maps, proximity based marketing, Rugby, Rugby World Cup, Social Media, Uncategorized | , , , , , , , , , , , , , , , , , , | 5 Comments