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
Virgin Media Business customers who need to contact customer service now enjoy, on average, a 61 second response time. According to Martin Hofschroer, Virgin Media Business discovered that customer service levels differed greatly between banks as the quickest bank answered one call in just seven seconds while the slowest took five minutes and 33 seconds to reply to a call.
Research by the Institute of Customer Service revealed that almost a tenth of British people expect a business to have a presence on Twitter.
Do you see Twitter to be of value to you and your customer service team?
Learn more: Tweeting Rather than Talking Can Improve Customer Service
ConversationAgent.com researched larger companies that are using Twitter for customer service and relationship management. Blogger Valeria Maltoni writes that during the vetting process she looked at three distinct factors:
1. answering customer questions in real time — in other words, they have the support of the organization to be problem solvers, and not just to point to policies and disclaimers
2. thinking about customers first — which means, navigating the line between company rules and customer needs with skill. It will come as a shocker to many of you, putting a “customers first” tagline is a tiny step if you don’t walk the talk
3. orienting customers on what the account is about — often you can tell the level of thoughtfulness from the bio alone
The top companies using Twitter include: JetBlue, SouthWestAir, Comcastcares with nine more making the cut. We encourage you to read the post for more information.
But interestingly, Maltoni asks if its even important for customer support to be on Twitter? Can traditional customer support survive with the influx of social media? Maltoni asks if the data and understanding of the customers on Twitter actually help the organizations understand the customers that aren’t on Twitter. Do you think that data would stand?