Social media use has exploded over the past decade. Its presence is so big, many companies are hiring people solely based on their experience with these new, direct marketing channels.
But while a “like” can be earned quickly, those bonds can also be lost just as fast if the user has a poor experience with it.
So, if you follow these simple tips, you’ll be well on your way to having a superior social media experience for your guests, which will lead to more of those turnstiles rotating:
STEP ONE: KEEP IT UPDATED!
I can’t tell you the number of parks that leave their social media without updated content for weeks, even months on end. Common errors here can include outdated cover photos, profile photos and information. While one of the easiest to fix, this is also one of the most common mistakes many parks and FEC’s make on social media.
STEP TWO: STOP POSTING CRAP UPDATES!
Treating social media like a direct billboard or commercial to the fans of your park is instant poison for your social media. Consider a park with 400,000 fans, yet only receives 100 likes on average on their posts. Something’s wrong there – and it’s the content.
Mask the ad for your park or event in great content – make a cool video or post a beautiful photo that’s sure to be shared. Direct calls to action will turn off park visitors faster than an hour long wait in an un-shaded queue.
And don’t forget about video – it’s the best way to tell a story – and one of the most underutilized mediums on social media.
STEP THREE: INTERACT WITH YOUR FANS!
It should go without saying, but many parks neglect the “social” part of social media – that is, they post something to their account – and simply leave it there. That’s akin in the digital age of throwing crap on a wall and seeing if it sticks.
Social media allows guests to experience things they may have missed on their last trip, post about how much fun they had – or in some cases – complain about a negative experience they had while at your facility.
Not responding or interacting with guests on social media is no longer an acceptable practice. It never was acceptable, period. One can easily gain back a potential repeat customer simply by interacting with them, acknowledging their concerns or eventually resolving them.
Yes, it IS a lot of work and yes, it CAN be frustrating at times with a never-ending deluge of comments – but that’s the world we live in. Consider it “job security.”
Plus, when a park or facility responds to a guest, they guest feels important – because they ARE! Remember who pays for the bills, folks…
By answering questions on social media, you’re also contributing to a higher engagement rating on many of the mathematical algorithms which dictate who sees what. Translation: responding on social media means more people see your post FOR FREE.
So, if you follow these simple steps, your amusement park or family entertainment center should see a nice bump in social media metrics – which should lead to more butts through those gates.
Got any other good suggestions? Leave a comment below or post on our social media channels. Don’t worry, we’ll actually interact with you!
August 4, 2016 | Categories: Amusement Parks | Tags: amusement park, best practices, facebook, family entertainment center, FEC, great american thrills, IAAPA, instagram, kris rowberry, kristopher rowberry, snapchat, social media, social media strategy, theme park, twitter, YouTube | Comments Off on Social Media Strategies and Best Practices for Amusement Parks
We’re “The Lost Parks of Northern California” – a web video series trying to track down any and all remaining pieces of the 30 amusement parks that have closed here in Northern California over the past 150 years.
And odds are – you saw us at work at California’s Great America today!
#LostParks quite simply, is our hashtag – a way for people to find out what we’re up to in a fun and engaging way across social media platforms. Come for the journey – stay for the history…ride with us!
August 17, 2013 | Categories: Lost Parks, Social Media, Television Production | Tags: #lostparks, acenorcal.org, aceonline.org, american coaster enthusiasts, defunct parks, destination america, discovery channel, great american thrills, greatamericanthrills.net, hashtags, Huell Howser, kris rowberry, kristopher rowberry, lost parks, nicholas laschkewitsch, social media, social media strategy, the next huell howser, travel channel, tv concept | Comments Off on What does #LostParks Mean?
Despite your personal opinion of the site, Yelp.com has become the de facto review source for many users on the internet. The site says that it’s “Real People, Real Reviews,” and with your amusement park being a major business in the area, chances are someone has already reviewed you and / or created a page for your park. So, how do you monitor and work Yelp to your needs? Read on:
1.) Create an officially moderated Yelp business page, then have it verified:
When searching “Six Flags” in the Bay Area, these are the top four results. Note how there’s seemingly multiple accounts for the park, with reviews about the park in each one. This only makes people confused when they’re trying to find you online. True, the more of you out there, the better for SEO – but not in this case.
By creating an official, park moderated page, Yelp will be more inclined to remove errant listings, making it easier for people to find and review you. Plus, it makes it far easier to respond to guests when there’s only one place to go.
2.) Monitor, monitor, MONITOR!
It should go without saying, but Yelp is yet another place that you need to be monitoring your image online. Just like your Facebook, Twitter and other social media accounts, Yelp should be monitored closely to make sure that any reviews placed on it are fair, accurate and not derogatory towards your business.
For example, the posting above – is it really an accurate portrayal of the park? Absolutely NOT! So why then would you allow it to stay up, for others to view 24/7? Yelp also gives you the ability to flag reviews for abuse – which is what this one should have done to it.
At the very least – a post like this should be responded to from the park’s official account with accurate information. 95% of angry guests will be quelled once they see the park responding directly to them. Don’t think of it as damage control – think of it more as an opportunity to make a new sale by bringing a guest back. Who knows – they just might upgrade to a season pass…
3.) When you’re wrong – admit it.
Look, we’re all human, so we’re not perfect. Mistakes sometimes happen, so it’s up to you to recognize these and make them right wherever possible. But completely ignoring your internet footprint (especially on Yelp) isn’t going to make bad reviews go away.
If a bad review comes in, try to contact the guest first, off of Yelp. Get more information, and then proceed to see what can be done to correct it in the future. Remember that the sooner you contact an angry guest, the better the park looks in their eyes for wanting to assist.
4.) When all else fails, pay Yelp.
Ever wonder why some companies NEVER have a bad review on Yelp? Is it because of the service or business? Maybe. Mot likely, it’s because they pay for those reviews.
You heard right. What most people don’t know, is that companies can actually PAY to look better on Yelp. Yes, call it a shakedown, call it what you will. But the good news – you don’t have to give money to Yelp.
Just by monitoring and responding to reviews through your own company, much as you would with a customer service agent over the phone, or guest service manager would in the park – you’ll see your numbers trend upwards. At the very least, you’ll start getting a better pulse about what your guests are having issues with, and can adapt your business model around it.
Review my prior posts about “Social Media and the Amusement Park” here.
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August 14, 2013 | Categories: Amusement Parks, Social Media, Social Media and your Amusement Park (SERIES), Theme Parks | Tags: amusement park review, amusement parks, busch gardens, cedar fair, disney parks, great american thrills, kris rowberry, kristopher rowberry, six flags, social media, social media ideas, social media ideas for amusement parks, social media strategy, social media topics, theme park review, theme parks | Comments Off on Social Media and the Amusement Park: Don’t Take Yelp Lightly
I hate to be a broken record – but if you’ve been reading my writings on illegal, handheld POV filming on rides – then watching this video should come as no surprise to you.
If you think filming on rides is harmless behavior – how would YOU like to be hit with a GoPro Hero3 at 55mph?
Thankfully, no one was apparently injured in this situation.
Here’s the kicker – while the ride starts well after the train has been dispatched and out of the eyesight of ride employees – the lift has not one, but TWO cameras on it. There’s got to be a better way of preventing this – and there is!
July 1, 2013 | Categories: Amusement Parks, Social Media | Tags: amusement park, amusement park review, amusement parks, california's great america, cell phone, cell phone camera, cell phone cameras, cell phones, CGA, gold striker, gopro, great america, great american thrills, hero3, illegal filming, kris rowberry, kristopher rowberry, loose articles, mobile phone, on-ride filming, POV, pov video, robb alvey, six flags, six flags over texas, six flags st. louis, SM2, SM2 designs, social media, social media strategy, st. louis, theme park, theme park review, theme parks, YouTube | Comments Off on Illegal POV Filming – When Will They Learn?
This large, banner ad is currently up at Six Flags Over Texas, hanging on the outside of the “La Vibora” bobsled coaster station. It’s promoting MetroPCS – but the cute green Android figures aren’t what caught my eye…it’s the fact that the ad is encouraging people to have their phones out on rides:
Don’t believe me? Check out the figure with the “M” on their shirt. Yup. They’re snapping a photo while the ride is going. What’s even more troubling – they’re snapping a photo on what appears to be a swing ride – an attraction that had just debuted when I visited this year (2013); in fact, it’s the tallest in the world at 400 feet.
It also happens to be located next to the main roadway entrance to the park. Boy, that be a heck of a way to start your day when you’re driving into the park and your windshield shatters from a loose cell phone, don’t you think?
If you’ve read my previous post on this topic, this epidemic of cell phone filming is only going to become worse as the Millennial generation becomes of the age to own a cell phone. Showing ads like this, then telling them to not have loose articles aboard the ride? It just wreaks of, “What were they thinking?!?” and it’s just plain DUMB in my opinion.
Seriously – how did this ad proof get by both the corporate offices AND the local marketing officials?!?
“But loose cell phones never hit people or fall out of hands! They’re not as big of a threat as you make them out to be!”
I probably would have confided to you that I’ve never seen an injury as a result of a phone getting loose and hitting someone…though I do have proof that phones are coming loose:
That was before this past weekend, however. That’s when I DID witness several people get injured by a loose cell phone at the Santa Cruz Beach Boardwalk. The guest whipped out their cell phone after concealing it on the “Double Shot” freefall tower attraction just as it launched – and wouldn’t you know it – the phone got loose, fell 125 feet and promptly smashed into guests waiting in line.
This madness simply has to stop – before someone else is either injured or outright KILLED by a flying, loose article. Ads like this aren’t doing the parks any favors. They’re literally shooting themselves in the proverbial foot.
“I think you’re reading into this ad a little too much – people don’t get encouraged by ads or do what they say…”
You sure about that? Because I’m lovin’ it.
You thought of McDonald’s just now, didn’t you? Feeling a bit hungry all of a sudden? As much as we don’ t like to think it, advertising is a very powerful tool to control behavior – so to encourage the very behavior you’re trying to eliminate in your safety spiels and park map rules is well – not the smartest move in my book.
My point is this – advertise all you want to your guests, but at the very least, practice what you preach!
Review my prior posts about “Social Media and the Amusement Park” here.
About the Author:
June 26, 2013 | Categories: Amusement Parks, Social Media, Social Media and your Amusement Park (SERIES) | Tags: amusement park, amusement park review, amusement parks, android, android users, cell phone, cell phone camera, cell phone cameras, cell phones, great american thrills, illegal filming, kris rowberry, kristopher rowberry, la vibora, loose articles, metroPCS, mobile phone, mr freeze, on-ride filming, PCS, POV, pov video, robb alvey, six flags, six flags over texas, six flags st. louis, SM2, SM2 designs, social media, social media strategy, st. louis, theme park, theme park review, theme parks | Comments Off on Advertising in an Amusement Park – Practice what you Preach!