With an article proclaiming "the democracy of fine dining," USA Today recently covered a growing trend of restaurants using Twitter to improve diner experiences and expectations.
Among companies like Chipotle and Pei Wei (which have full-time social-media staffers) and Chicago-based Graham Elliott (whose Twitter is run by the MasterChef judge himself) lies the example of Chicago Asian eatery chain Wow Bao.
Wow Bao has had some bad online reviews, possibly unmerited. Its solution: creating @BaoMouth, a social presence that listens for complaints and offers mobile coupons to users who are ambivalent about its food.
The engagement shows recipients that Wow Bao listens. It also shows that the company cares enough to actively want to change the opinions of doubters, and reinforce the loyalty of believers.
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