Thursday, September 30, 2010

Restaurants using Twitter for customer engagement

In an effort to connect with their patrons, restaurants are turning to Twitter. Restaurants have adopted the micro-blogging platform to promote their offerings and specials; but only recently have they started using Twitter to fully engage with their customers. The Associated Press reports that chains like Chipotle and Pei Wei even have full-time social media employees. Previously corporate-sounding restaurant Twitter feeds now are filled with streams of replies directly to diners, in some cases performing nearly instantaneous customer service.

Geoff Alexander, managing partner of Wow Bao in Chicago explained his company's Twitter commitment like this: "If somebody has 1,000 followers and writes a negative Tweet about Wow Bao, then 1,000 people could think the restaurant is bad. But if Wow Bao publicly responds to that Tweet, 1,000 people may see the issue is being handled."
If you work within the restaurant or hospitality industry, have you adopted Twitter as not only a advertising platform but an engagement tool? We'd love to hear your thoughts! DM us on Twitter @customerworld 

Photo: Courtesy of Vidafine 

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