Conexion one social media

Ten Restaurant Group

Objectives
Occupancy
To increase the occupancy of the restaurants and night clubs by locating and satisfying the ideal customers.
Tools
By operating our technologic platform we are able to implement diverse strategies and iniciatives oriented to increase the satisfaction and interaction with the customers, thus, achieving the occupancy increase.

Players
Business rules & strategy
KPI’s
Contact Center
Customer
Social media
Technologic platform

Players
Channels
Contact Center
Social media
KPI’s
In Bound
From:
Prospects
Pull & Pushstrategy:
Flyers
References
Specials
Reservations
Complain / congratulations line
1
3
Live contact
Out Bound
To:
Prospects
Invitations:
Specials
Social events
Commercialevents
Reservation confirmation / reminder
2
SMS & Chat
Social media analyst
Reservationconfirmation / reminder
Specials, promotions, courtesys, trívias.
SMS & Facebook & Twitter

Interactions
Howtoplaythegame
Channels
Contact Center
Social media
KPI’s

Scenario
KPI´s
Restaurant
system
KPI´s
CC System
Social Media
Satisfied
Unsatisfied
KPI´s
Customer
Contact
Center
Hostess
Prospect
Smartphones
To do
SMS
To do
E-Mailing
Mailing

Prospecting. Outbound
Restaurant
system
KPI´s
- Conversionratefromprospectto active customer
- Reservations vs assistence
- Billinghistory: Buildingcustomerprofiles.
To do
Identifygeograficzones of interest, officesnearby.
Prospectingthoughlinked in accordingtothezones.
Foodordrinksspecials.
Coorporatespecials.
- Conversionfrom prospecto to active customer.
-Personalizedwelcomefromthehostess.
Registrationfor virtual card (data base)
Reservationconfirmation.
SMS

Customercare.Inbound
Restaurant
system
KPI´s
Response to marketing campaigns.
Reservations vs assistence
Callflow
Servicelevel and abandonment
To do
SMS
Marketing campaigns response
Adds, Specials, Reservations, VIP guests, referalattention,.
Attentiontocomplaintsorcongratulations line publishedonthemenusoradds.
reservationconfirmation, regular orexpress.
General info and canalization.

Social mediaMonitoring
Restaurant
system
KPI´s
Number of detractorsfound.
Insatisfactionreasons.
insatisfactionevolution.
Media analysis.
To Do
Twitter, Facebook y Linkedinmonitoring : followers, detractors. Evolution and volume.
Follow up and problemsolvingforunsatisfiedcustomers.
SMS

Social mediaSpecials
Restaurant
system
KPI´s
Specials response
Number of followers
Followersevolution
Followersprofile and preferences.
To do
Publicrewards and encouragementforpossitivefeedback and comments.
Specialstofollowers.
SMS relatedspecials.
Publication of:
Specials,
Prices,
Rewards
Menus
SMS

Social mediaAdministration
Restaurant
system
KPI´s
Social media userbahaivior.
Successrate per social media channel.
Growthrate.
To do
Operationpolicies
Scripts - Specials
Specialfrequency / size - Budget
Accountadministration:
Walls - Photos
Information - Blogs
Pressreleases - Notes
Officialinfo. - Specials
Followers - Reward / loyaltyprogramadministration
SMS

Social media
Foursquare
Restaurant
system
KPI´s
Number of userschecking in.
Number of checkins per user, frequency.
Mayor identification.
number of tips.
Foursquarestatistics.
To do
Chek in rewards.
Tipsrewards.
Foursquarerelatedspecials
SMS

Valueaddedservices
Offer
Restaurant
system
KPI´s
Chat users
Frequent chat subjects
Mostdemandedservices.
Reservations and invitations vs assistance.
To do
Coorporateservice rules, lunch meetings, events.
Familyevents
Virtual loyaltycard (database).
Customeridentificationfromhostess
Specials
Chat
Information, confirmation, delivery , takeout.
Regular and express (VIP) reservations.
Specialdays
SMS

Valueaddedservices
Offer
Restaurant
system
KPI´s
Visitfrequency
Billing
e-mailing response
contactcustomerforbirthday and specialocations.
Desarrollo
Birthday and specialocationsinvitation and / orspecials
Telephone - E-card
E-mail - Regular mail
Billinghistory per customer, profilecreation.
VIP rules and pollycies:
No lines - Rewards
Specials
SMS

Customeropinion
Research
Restaurant
system
KPI´s
Statisticsfromsurveys and research:
Preferences
Improvement áreas
To do
SMS
Random post servicesurveys
Whatisthecustomerthinkingabout…
- Service
- Place
- Foodquality?
¿ Whatismissing?

Business rules definition
Restaurant
system
To do
SMS
- Social media operation rules.
- Outboundpolycies.
Business imagepolycies
Specialspolycies, budget.
System data input and reportspolycies

Interactividad entre Sistemas
Restaurant
system
Desarrollo
SMS
Políticas de Envío de Información en línea (actualización de datos, lenguaje, periodicidad)
Consumo por Cliente ($)
Preferencias por Cliente (Alimentos y bebidas)
Efectividad de asistencia de reservaciones

Systemsconnectivity
Restaurant
system
SMS
Informationexchangepolicieson line
(update data, programminglanguage, periodicity)
Consumption per customer ($)
Customerpreferences (food and drink)
Effectivenessreservationassistance

Feedback
A
B
C

KPI = Increasenumber of customers
Prospecting
Social Media Customers
New Customers
Marketing strategy
Outboundcampaigns
Inboundcampaigns
Strategicbenefits

KPI = IncreaseCustomerBilling
Customersmonitoring
Bilateral Permanent Contact
CustomerKnowledge
Social Media
Chat
Phone
Hostess
Marketing Campaigns
Profilingby:
- Billing
- Food and drink
preferences
- VIP customers
Strategicbenefits

Strategies
KPI = Long TermRelationship
Profitableefforts
CustomerSatisfactionIndex
Targetedoffers
Cross selling
Suggestionsbyprofile
Branding
Word of mouth
Strategicbenefits

Report definition
Proposal and aproval of reporting catalog
6
Customer visits
5
Monitoring
4
1
2
3
2009
2008
2007
2005
2010
2006
Reporting

To do
Tecnology
Operation
Customerapproval
Integration

Time table
Roll out

THANK YOU!

Conexion one social media

by Mitotel on Jun 02, 2011

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Conexion one social media — Presentation Transcript