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@eric3000
How
Restaurants
Social Media
Win on
@eric3000
@eric3000
• Roles social media plays for your
restaurant
• Social media tactics for restaurants
• How to harness and respo...
@eric3000
Social Media Tactics
@eric3000
• Helpful
• Useful
• Timely
• Informative
• Relevant
• Practical
• Actionable
• Generous
• Credible
• Brief
• En...
@eric3000
“Make it simple. Make it memorable.
Make it inviting to look at. Make it fun
to read.”
Social Media Communicatio...
@eric3000
CONTESTS
@eric3000
CONNECT WITH COMMUNITY
@eric3000
CONNECT WITH COMMUNITY
@eric3000
CONNECT WITH COMMUNITY
@eric3000
CONNECT WITH COMMUNITY
@eric3000
DEALS/PROMOS
@eric3000
IMAGES OF FOOD
@eric3000
IMAGES OF FOOD
@eric3000
FUN
@eric3000
FUN
@eric3000
ACCESS
@eric3000
ACCESS
@eric3000
ACCESS
@eric3000
Reviews
@eric3000
TRUSTED SOURCES FOR RECOMMENDATION
@eric3000
Negative reviews play an important
role too
• A variety of experiences is
consistent with real life
• You can’t ...
@eric3000
“I received the following PM from
the owner of this place:
'dont eat out'
I've never met you but after
reading y...
@eric3000
• Your reviewers are your paying customers
• Your reviewers are human beings with
(sometimes unpredictable) feel...
@eric3000
Subject: Sorry about your visit with us...
Hello Jen,
I know there are no excuses for bad service... I am workin...
@eric3000
1. Validate – Compliment genuinely
2. State – Show you understand them
3. React – Ask a question
VALIDATE, STATE...
@eric3000 Page 26
Privately message your customers. It’s free.
PRIVATE MESSAGE YOUR CUSTOMERS
@eric3000 Page 27
Publicly comment on a review. New free feature.
LEAVE A PUBLIC REPLY ON THE REVIEW
@eric3000
DEALING WITH THE BAD REVIEW
“One of the worst evenings out in a while…All fine
except the rib was so tough that ...
@eric3000
THE RARE EXCEPTION
“Unfortunately, there are a small minority of people that
use these sites for ulterior and mo...
@eric3000
Amount Consumers Willing to Spend for 5-Star Service
October 12-18, 2007
Source: comScore, Inc./The Kelsey Group...
@eric3000
Central dashboard
CHECK YOUR DASHBOARD
@eric3000
THE OPPORTUNITY
• Be aware of all the places where your
customers are talking about you online.
• Read all of th...
@eric3000
Questions?
@eric3000
Twitter: @eric3000
THANK YOU!
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How restuarants win on social media

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Discovery social media tactics and learn from case studies of to increase awareness and loyalty of your restaurant dinners through social media.

Published in: Social Media
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How restuarants win on social media

  1. 1. @eric3000 How Restaurants Social Media Win on @eric3000
  2. 2. @eric3000 • Roles social media plays for your restaurant • Social media tactics for restaurants • How to harness and respond to customer reviews TODAY’S AGENDA
  3. 3. @eric3000 Social Media Tactics
  4. 4. @eric3000 • Helpful • Useful • Timely • Informative • Relevant • Practical • Actionable • Generous • Credible • Brief • Entertaining • Fun • Occasionally funny Posts and tweets should have as many of these attributes as possible Social Media Communication Guidelines
  5. 5. @eric3000 “Make it simple. Make it memorable. Make it inviting to look at. Make it fun to read.” Social Media Communication Guidelines – Gary Vaynerchuk
  6. 6. @eric3000 CONTESTS
  7. 7. @eric3000 CONNECT WITH COMMUNITY
  8. 8. @eric3000 CONNECT WITH COMMUNITY
  9. 9. @eric3000 CONNECT WITH COMMUNITY
  10. 10. @eric3000 CONNECT WITH COMMUNITY
  11. 11. @eric3000 DEALS/PROMOS
  12. 12. @eric3000 IMAGES OF FOOD
  13. 13. @eric3000 IMAGES OF FOOD
  14. 14. @eric3000 FUN
  15. 15. @eric3000 FUN
  16. 16. @eric3000 ACCESS
  17. 17. @eric3000 ACCESS
  18. 18. @eric3000 ACCESS
  19. 19. @eric3000 Reviews
  20. 20. @eric3000 TRUSTED SOURCES FOR RECOMMENDATION
  21. 21. @eric3000 Negative reviews play an important role too • A variety of experiences is consistent with real life • You can’t please 100% of your customers 100% of the time 85% OF YELP REVIEWS ARE POSITIVE
  22. 22. @eric3000 “I received the following PM from the owner of this place: 'dont eat out' I've never met you but after reading your review I don't want to. You seem boring and have none of the qualities I request in a human. If I was introduced to you on the street I guess I would say hi, nice to meet you, but I would not mean it” WHAT NOT TO DO: ARGUE WITH YOUR CUSTOMERS
  23. 23. @eric3000 • Your reviewers are your paying customers • Your reviewers are human beings with (sometimes unpredictable) feelings and sensitivities • Your reviewers are vocal and opinionated (otherwise they would not be writing reviews!) Page 23 WHAT NOT TO DO: ARGUE WITH YOUR CUSTOMERS
  24. 24. @eric3000 Subject: Sorry about your visit with us... Hello Jen, I know there are no excuses for bad service... I am working hard at fixing our current problems. Thanks for the helpful review...most owners would never say that, but I need constructive input from our "real" customers. I don't know who the other reviewers are but I would hope it is how the people really feel about my business. I hope you give us another shot as I am in the process of getting more beers and better bartenders. Please feel free to contact me with any constructive input anytime. Thanks Bill XXXXXX(owner) 415-283-6764 Page 24 Ah! You acknowledge upfront that I was in the right. Wow! You really care about what I thought and wrote. And you even made changes. This seems like a really thoughtful and pleasant business owner. Maybe I did just catch them on a bad day….. WHAT TO DO: BE AUTHENTIC AND FRIENDLY
  25. 25. @eric3000 1. Validate – Compliment genuinely 2. State – Show you understand them 3. React – Ask a question VALIDATE, STATE, REACT
  26. 26. @eric3000 Page 26 Privately message your customers. It’s free. PRIVATE MESSAGE YOUR CUSTOMERS
  27. 27. @eric3000 Page 27 Publicly comment on a review. New free feature. LEAVE A PUBLIC REPLY ON THE REVIEW
  28. 28. @eric3000 DEALING WITH THE BAD REVIEW “One of the worst evenings out in a while…All fine except the rib was so tough that it was practically inedible - I left half of mine (I even asked for steak knives which didn't help!)” “With this in mind, a small gesture, bit off the bill, drink, free dessert etc. goes a long, long way”
  29. 29. @eric3000 THE RARE EXCEPTION “Unfortunately, there are a small minority of people that use these sites for ulterior and more sinister motives and these people, like yourself, are a disease upon our wonderful industry, and it must be addressed.” “You claim to be foodies. I have never met a self professed foodie start his meal with a bowl of chips.” “The rude and incompetent waiter you speak of was me.”
  30. 30. @eric3000 Amount Consumers Willing to Spend for 5-Star Service October 12-18, 2007 Source: comScore, Inc./The Kelsey Group Service (Suggested Average Price) Excellent (5 Stars) Good (4 Stars) Lift Restaurant Meal ($20) $37.95 $25.44 49% Restaurant Meal ($50) $59.93 $41.40 45% Hotel ($100) $137.36 $99.73 38% Home ($250) $252.15 $209.50 20% Travel ($350) $366.72 $299.81 22% Legal ($60) $104.36 $52.51 99% Medical ($15) $29.67 $23.54 26% GOOD CUSTOMER SERVICE PAYS FOR ITSELF
  31. 31. @eric3000 Central dashboard CHECK YOUR DASHBOARD
  32. 32. @eric3000 THE OPPORTUNITY • Be aware of all the places where your customers are talking about you online. • Read all of the feedback and look for trends • Engage in constructive conversation with your customers
  33. 33. @eric3000 Questions?
  34. 34. @eric3000 Twitter: @eric3000 THANK YOU!

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