| People are Talinkg About You - Social Peer Review |
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Did you know that there are web pages with customers aggregating opinions about your restaurant? Did you know you can update the information and even provided marketing information all for free? Did you know you can control customer conversation through “thought leadership”? Below I will give a pretty extensive list of websites that aggregate customer data and then I will give you some tips.
So now that you have gone to the sites and registered your locations what do you do. You monitor them at least once weekly. Why? They are a barometer for your store or concept. Are people raving? How about complaining? Saying nothing? This all means something.
Complaining you can fix, and in order to survive you must fix it. If someone complains you need to send them an email and offer to make it right. Many times you can fix the issue and get them to write a second review. It cannot be said how much it impresses people when a company cares about the product they make. Monitoring these boards is part of that process. The execution to completion is controlling the conversation through proactive brand management.
This process for one unit can be daunting. That is why for anyone with over 20 units I would truly advise having a firm manage the process. It can be come consuming.
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