I often hear from hotel operators that negative reviews on Tripadvisor usually aren’t from their typical customers. A 4-star hotel receives bad reviews from customers who got a deal on a discount website because of high parking fees and the expensive restaurant. A family oriented hotel receives bad reviews from business traveler who complain about the noise from the kids playing in the pool.
I use the chart below in some of my presentations:
There are a lot of people will love your product and a lot of people who probably won’t. The people who love of hate your product are the people who will talk about you in social media. The people in the middle shrug their shoulders and won’t mention you either way.
Two lessons from this chart:
Foursquare users are faced with a dilemma every time they check in. Do I share this with my Foursquare friends, my Twitter followers and/or my Facebook friends?
The psychology is interesting. Because let’s face it, a big part of Foursquare is bragging about the cool stuff you do. When I’m in the coffeeshop in my building, I don’t share it on Facebook and Twitter. But when I checked into the White House in Washington, DC, I made sure everybody knew.
Foursquare provides an analytics dashboard to business owners. It shows who your mayor is, how many times people check-in and when. Interesting data.
The dashboard also shows you how many times users share their check-in on Twitter and Facebook. These are effectively the number of people who think it’s worth bragging about your business and implicitly recommending your business.
Claim your Foursquare page, check out your percentages and track them over time. Make your business more interesting to Foursquare users to increase the number of Foursquare visitors and your bragging percentages.
Check out #FourSquareWorks for inspiration.