How to Manage Customer Expectations with Geotags
If someone is planning a vacation, he or she might look at Yelp or TripAdvisor. Do you know what I do? I search the hotel or resort’s geotags on Instagram.
Geotags may eventually eliminate review sites like Yelp and TripAdvisor. Simply put, geotagged social media posts have a level of credibility that Yelp reviews can’t match. Anonymous reviews have no value to me when I can see how a place looks and feels through the eyes of real guests.
When you take ownership of your brand on social channels like Instagram and Facebook, you are able to manage consumer expectations for your business. For example, you can use Instagram geotags to locate and track interaction. So when guests tag your brand in photos or “check in,” their friends get to see what your hotel, restaurant, or store is actually like. Realistic expectations often lead to a higher percentage of positive Google and Yelp reviews.
Read More: With Beacons Your Guest’s Phone Does The Upselling
The Power of Geotags
Through social, my expectations are not only realistic–they’re accurate.
When your brand manages expectations, your customers better understand who you are, and you better understand your customers. This depth improves customer experience–and enhances the way people feel about your business–in turn increasing sales and profits.
If your brand is a hotel or resort, you can use geotags to gain insight into what guests enjoy posting about–including activities and specific locations. Using that information, you can brainstorm ways for your staff to highlight those areas and make them look even better for when people post photos.
Geotags also help build brand awareness. Maybe people weren’t familiar with your brand until an influencer posted a photo from your place of business. To get your brand’s name out there, your brand has to be out there to begin with.
Using geotags as a springboard. Your brand can directly engage recent customers, attract prospective ones, and start a valuable conversation.
Related Article: Take Your Customers And Your Profits Back From The OTA’s. Find Them On Social Media.
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Isaac Brody (aka“Ike”) is the owner and CEO of Socialike, a Manhattan-based creative agency that specializes in social and digital marketing. Isaac comments on trends in marketing. Socialike’s clients, whether they’re in natural products, hospitality or any other industry, get concepts that differentiate them–along with trackable results.
