The newly increased online ability of customers to share reviews and comments about your restaurant can be a bit frightening. What is really the best way to deal with this newly empowered consumer?
Well EatAspen.com attended the Aspen Food and Wine Trade Seminar “Social Media: Managing a Newly Empowered Consumer” to find out. The ballroom of the Hotel Jerome was full of restaurant industry profesionals and a panel discussion was led by representatives from Facebook, UrbanSpoon, Kimpton Hotels and a famous Twittering Chef.
We know you are in a hurry and want the meat of the seminar, so here are the main points.
Build an online strategy: With an online strategy you can keep the information fresh, have a focus on who and what can be posted by your employees and a way to respond.
Don’t outsource Facebook or Twitter. It needs to be your voice, honest, and genuine. You have to respond to angry or upset customers. This is also a great opportunity to improve your restaurant by listening to the consumer.
Don’t use Twitter & Facebook to Promote. Your Facebook and Twitter accounts should promote customer dialog. If you are only promoting your restaurant and specials, people will stop following your restaurant. Now you’ve lost their ear for good.
The online conversation is happening with or without you. Customers are talking about your restaurant, service, and business online no matter if you have a twitter or Facebook account. It is better to be part of the dialog and learn from your customers than to be in the dark.
Keep your restaurant information online & up to date. Consumers are more likely to come to your restaurant if they can find your menu, see pictures, and your information is up to date.
If you have further questions or need help building your on-line strategy, please contact us at info@eataspen.com
Thanks to the panel! Kevin Colleran (Facebook’s director of national sales), Chris Cosentino (executive chef at Incanto in San Fransico), Niki Leondakis (COO of Kimpton Hotels), and Ethan Lowry (Urbanspoon).
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