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The conversation economy foh boh social media

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The conversation economy   foh boh social media The conversation economy foh boh social media Presentation Transcript

  • The Social Web The Conversation Economy fohboh.com Restaurant Social Media
  • FOHBOH Front of House | Back of House
  • The FohBoh Social Web Portal
  • C2C
  • C2C B2C
  • C2C B2C B2B
  • Who we work with • Interested in protecting and growing their brands online • Interested in improving customer retention and engagement using the social web • Interested in reducing employee turnover using the social web • Interested in knowing what their customers want to eat tomorrow using the social web • Seeking a competitive edge using the social web
  • The Conversation Economy ...is the Social Web
  • Where peer-to-peer conversations, fueled by social communities, online reviews and research, drive brand perceptions and purchasing decisions.
  • Where peer-to-peer conversations, fueled by social communities, online reviews and research, drive brand perceptions and purchasing decisions. It’s a powerful force of change
  • It’s about • Listening • Understanding customer behavior • Connecting, sharing and engaging • Being open, honest, transparent, and respectful • Finding influencers • Identifying your brand advocates • Empowering brand ambassadors
  • It’s about • Listening • Understanding customer behavior • Connecting, sharing and engaging • Being open, honest, transparent, and respectful • Finding influencers • Identifying your brand advocates • Empowering brand ambassadors Building relationships
  • Social media are more than Facebook and > Twitter.
  • It's not about the technology
  • It's not about the technology
  • It’s about people and interactive communication
  • Why You Should Care
  • They are your customers
  • They are your customers
  • They are your customers
  • ...and consuming media differently • 6 - the number of hours the “Connected Consumer” spends on social sites each month • 9 - hours of information the average American consumes each day • 85 - percentage of American’s who are active on social sites
  • ...traditional media isn’t working
  • ...traditional media isn’t working
  • Social media makes your media work harder.
  • Social media is working
  • Social media is working Content is a primary driver social media buzz
  • Because...
  • Because... Communities are the driving force for innovation.
  • Because... Communities are the driving force for innovation. The connected customer has the power.
  • Because... Communities are the driving force for innovation. The connected customer has the power. Understanding customers is the bedrock of marketing.
  • Because... Communities are the driving force for innovation. The connected customer has the power. Understanding customers is the bedrock of marketing. Customer retention and engagement!
  • Brand Advocacy
  • Building relationships and brand advocacy takes time Brand Advocacy
  • Building relationships and brand advocacy takes time Brand Advocacy
  • Building relationships and brand advocacy takes time Brand Advocacy
  • Not just for marketing • Marketing • Communications • Human Resources • Finance • Franchising • Operations • Real Estate
  • Not just for marketing • Marketing • Communications • Human Resources • Finance • Franchising • Operations • Real Estate
  • “…not everything that can be counted counts, and not everything that counts can be counted.” – Albert Einstein
  • “…not everything that can be counted counts, and not everything that counts can be counted.” – Albert Einstein Social Media Expert
  • This counts You can’t protect your company’s When will you find out? reputation if you don’t know what is being said about it on social media sites.
  • This counts How was their dinner? You can’t protect your company’s When will you find out? reputation if you don’t know what is being said about it on social media sites.
  • This counts How was their dinner? You can’t protect your company’s When will you find out? reputation if you don’t know what is being said about it on social media Who will they tell? sites.
  • Old New Email Social Networking Reputation Management Mystery Shopping Software Customer Guessing Customer Knowing Custom Social Media Facebook + Twitter Strategy Broadcasting Conversations Business CRM Social CRM
  • What is the end game? A rich, deeper understanding of who your customer really is
  • What is the end game? Brand Advocacy A rich, deeper understanding of who your customer really is Increase traffic + social conversion
  • What is the end game? Brand Advocacy A rich, deeper understanding of who your customer really is Increase traffic + social conversion Staying ahead of your customer
  • My top10 1. It’s about people not technology 2. Strategy before tactics: People, Objectives, Strategy,Technology 3. Actively participate 4. Get all departments to buy-in 5. It’s not just a marketing opportunity 6. Social media is a two-way conversation 7. Be patient with ROI 8. Monitor, measure and course correct regularly 9. Extend your reach with brand ambassadors 10. Don’t give the keys to your brand to an intern
  • FohBoh ® Restaurant Social Media The Power of Social Intelligence™ info@fohboh.net 408-728-9243