How to drive Local Action with Social Media
Posted on Wednesday, October 31st, 2012 by Steve Prodger
These days the internet is everywhere. Not to date myself, but I’m old enough to actually remember a time before the internet.
I still remember receiving my first email and how great it was and the first time I was able to “Google” a question that was nagging me. Given how empowering those activities were I should have been able to predict how important the online world would ultimately become in all facets of my life.
The internet has gone from that early novelty to a necessity for most people and ubiquitous in our day-to-day lives. Smartphones are in most pockets or purses, and everyone from national chain restaurants to local diners are offering their customers free Wi-Fi.
The internet has changed the face of customer feedback as well. The web was first introduced to customer feedback as a better way to do surveys over a decade ago. These more flexible and easier to use surveys opened up a valuable new channel to collect both better and a higher volume of customer feedback data than ever before.
Today the next generation of internet technology, Web 2.0 if you will, is causing a similar shift in feedback. What’s happening is an explosion of growth in social media and online review sites.
The difference between today and yesterday however is what exactly restaurateurs and franchisees should be doing with this feedback is isn’t quite as clear as when online surveys began.
In a couple of weeks, I’ll be hosting a webinar where this exact topic will be discussed. With social media and social review sites quickly becoming the channel of choice for customers to voice their opinions (both good and bad) of their dining experiences, the question for restaurant brands is “what do we do now?” This new online data presents both a challenge and an opportunity for restaurant brands when it comes to improving their guest experiences.
What insights can you gain from these new feedback channels? More importantly, how can these insights drive local actions that improve the guest experience?
Our live Webinar, How Social Media can Drive Local Action, will explore the challenges restaurant operators are facing today and discuss how looking at the guest experience through a social lens may help you to see the big picture of guest feedback.
In the session you’ll learn:
- How social media and social review sites fit into the landscape of guest feedback
- What types of feedback are the most relevant to local operators
- How local operators can use social media feedback alongside feedback from other sources to drive focused actions to improve the guest experience
I hope you can make the time to join in this important discussion and please feel free to provide me with any thoughts or feedback you may have on the topic.
This entry was posted in What are the Best Practices for Setting Up & Running a Program? and tagged customer feedback, customer survey, Food Services, local, Social CEM, social media. Bookmark the permalink.