Social Media Strategies for F&B Businesses


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If you are running a restaurant, a coffee shop, a pub, a lounge bar... you can do fabulous stuff using Social Media. This presentation gives you some tips.

This was a talk delivered by Sanjay Mehta, Jt. CEO, Social Wavelength, at a seminar organized by Hotel and Restaurant Association of India, at the Nehru Centre, Worli, on 29th Sept, 2011.

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  • Social Wavelength
  • Social Wavelength
  • Before transitioning to the next slide, we mention 2 things: Because of the coming together of these human desires and technologies, word of mouth is becoming stronger, and Example of a club
  • Social Media Strategies for F&B Businesses

    1. 1. Social Media Strategies for F&B Businesses Sept 29, 2011
    2. 2. Where do these insights come from? About Me..
    3. 4. One of the Top 5 IT Companies in the World
    4. 5. What is Social Media?
    5. 6. Accha…. Facebook?!
    6. 8. Social Media: Consumer-to-consumer interaction via the Internet, and sharing of insights, experiences, opinions, perspectives. “ Traditional Media Social Media V/S <ul><li>If you are a consumer facing brand: </li></ul><ul><li>People are talking about you, whether you like it or not!! </li></ul><ul><li>People are talking about you, whether you are present or not!! </li></ul>
    7. 9. how Blogs Social networking sites wikis User generated videos and podcasts Forums and message boards Ratings and reviews tagging widgets
    8. 10. Key Focus Areas <ul><li>Reputation Management </li></ul><ul><li>Involving the Customer </li></ul><ul><li>Not just fans, footfalls too..! </li></ul><ul><li>Location, Location, Location </li></ul>
    9. 11. Managing Reputation <ul><li>Because it’s a service industry </li></ul><ul><li>Because consumers can broadcast now </li></ul><ul><li>Because word of mouth matters </li></ul>
    10. 12. The Domino(‘s) Effect
    11. 13. From YouTube to The New York Times in 3 days.
    12. 14. Expressing their shock in 140 chars Approx 30 more #ccdsucks tweets do the round that evening. When #CCD-sucked CCD sucks… @cafecoffeeday at Ispahani center is kicking twitter out.. #ccducks Tweet from @PPrakash (Prakash P) at 7:50 PM Feb 4 th from Snaptu #ccdsucks cover chrg not defined but threats turng up frm mgr Tweet from @idlee_amin (Tushar R) at 7:51 PM Feb 4 th from Snaptu Cover charge for sitting in this place RT @PPrakash: CCD sucks… @cafecoffeeday at Ispahani center is kicking twitter out.. #ccducks Tweet from @metalsaint (gautham govind) at 7:52 PM Feb 4 th from Snaptu Cover charge for @CafeCoffeeDay? Screw you. #ccdsucks Tweet from @surajram (Surajram Kumaravel) at 7:55 PM Feb 4 th via web
    13. 15. Next morning, CCD wakes up and smells the coffee @gopal_b :O We're v sorry about this! It is not CCD's policy to charge a cover. Thanks for letting us know. We're checking on it right away! Tweet from @CafeCoffeeDay (Café Coffee Day) at 10:44 PM Feb 5 th via web @narayananh @bombaylives @additiyom @wiredvijay @ubiquitense CCD does not charge a cover. Thanks a lot for letting us kno n we're v sorry! Tweet from @CafeCoffeeDay (Café Coffee Day) at 10:47 PM Feb 5 th via web @PPrakash @AmolMathur @ahmedhussain @idlee_amin @CreativeWolf Tnks for leting us kno ppl! We don have a policy to chrg a cover. Chking rt nw Tweet from @CafeCoffeeDay (Café Coffee Day) at 10:52 PM Feb 5 th via web @AmolMathur @PPrakash We really want to resolve this issue. pls help us do that. Give us a no. to call so we can personally apologize. Tweet from @CafeCoffeeDay (Café Coffee Day) at 12:14 PM Feb 5 th via web #ccdsucks #ccd CCD does not have a policy to charge a cover anywhere in India. We apologize for the goof up. This will nt be taken lightly. Tweet from @CafeCoffeeDay (Café Coffee Day) at 12:17 PM Feb 5 th via web #ccdsucks #ccd Like we said, give us an opportunity. Give us a no. to call. When resolved, we'll tell evryone bout it on Twitter. Publicly Tweet from @CafeCoffeeDay (Café Coffee Day) at 12:40 PM Feb 5 th via web
    14. 16. But, word of mouth spreads… Another 100 #ccdsucks tweets bash Café Coffee Day. Watch power of Indian web users Live on Twitter: unhappy customers vs brand defense #ccdsucks #cafecoffeeday @cafecoffeeday Tweet from @reemsaied (Reem Saied) at 7:08 PM Feb 5 th from LinkedIn Interesting how @CafeCoffeeDay had to use the #ccdsucks hashtag in all their sorry tweets! :D #selfabuse Tweet from @neelannair (Neelakantan Nair) at 11:04 PM Feb 5 th from Echofon @SathyaBhat got thrown out of @CafeCoffeeDay for no reason. They asked for cover charge 1 hr later, after everyone had ordered. #ccdsucks Tweet from @narayananh (Narayanan Hariharan) at 12:15 AM Feb 5 th from HootSuite @CafeCoffeeDay y do u need a number to talk? use twitter! @PPrakash @mad_nad @AmolMathur @javashri @ubiquitense @idlee_amin #ccdsucks Tweet from @narayananh (Narayanan Hariharan) at 12:45 PM Feb 5 th from HootSuite Here is the #ccdsucks FAN page on #fb. Join in. RT to ur frnds.! Tweet from @Pricelessdream /@AmolMathur (Amol Mathur) at 5:567PM Feb 5 th from Echofon
    15. 17. REVIEWS: Word-of-mouth becomes WORLD-of-mouth
    16. 18. Are you ring-fencing your brand? Do you have Online Reputation Management set up??
    17. 19. Involving the Customer What better way to win loyalty than for a customer to think that it’s “his restaurant”?!
    18. 20. We’ll make it your way..
    19. 22. Can YOU get your customers to share their recipes too?
    20. 23. Driving Footfalls Because only having fans on Facebook keeps neither the kitchen busy, nor the cash registers!!
    21. 24. Footfall to Fan Continuing brand engagement
    22. 25. And then Fan to Footfall!!
    23. 26. Do you have a Fans-to-Footfalls, and Footfalls-to-Fans strategy in place?
    24. 27. Location, Location, Location.. Heard of ?? Not, it’s not about cigarettes!
    25. 28. Giving “Tips”
    26. 29. Rewarding Loyalty
    27. 30. Are you monitoring “check-ins” into your F&B outlet? Are you rewarding loyal fans?
    28. 31. Restaurant Pub Coffee Shop Night Club Hotel If You Own A You Should Not Miss This Opportunity
    29. 32. Hotels / Restaurants + Social Media = A Perfect Fit Wondering Why?
    30. 33. Food and Beverages, as we all know are very appealing, visually and emotionally, and which evoke conversations, experiences, memories and stories that people share. Remarkable Experience Loyalty WOM Customer Acquisition and Expansion Customer Retention
    31. 34. Few Facts About How Decisions Are Taken Today
    32. 35. Suggestions From Friends Feedback From Relatives Recommendations From Peers Latest Online Buzz Famous Among Online Communities Where Should I go for Dinner Today???
    33. 36. Which all points to Social Media!! <ul><li>What Social Media is NOT: </li></ul><ul><li>Just Advertising! Not one more “campaign” </li></ul><ul><li>About SEO / Google search rankings! </li></ul><ul><li>Quick fix </li></ul><ul><li>What Social Media IS and CAN BE: </li></ul><ul><li>A means to connect and interact with your prospects and customers </li></ul><ul><li>An online reputation management tool </li></ul><ul><li>An ongoing marketing and business process </li></ul>
    34. 37. Concluding with an interesting story.. Social Media Integration for your Restaurant, Coffee shop, Pubs or any F&B outlet “ Look forward to be surprised with Oondhiya one of these days”! 
    35. 38. THANK YOU For more information, contact: Sanjay Mehta, Joint CEO Social Wavelength Web: Email: [email_address] Cell: +91-98200-40918 Twitter: @sm63