Previous post: Announcing BlogWell Minneapolis: How big brands use social media
Next post: Why paying for love doesn’t work
Word of mouth comes from making people happy. The more you amaze them, the more they talk.
Kelly Morehead from P.F. Chang's talks about how they thrill customers with Twitter. They look for folks tweeting about the restaurant — and surprising them before they leave.
Thanks for the word of mouth! Your message has been sent!
Please enter a valid email.
Your email failed. Try again later.
Previous post: Announcing BlogWell Minneapolis: How big brands use social media
Next post: Why paying for love doesn’t work
ConAgra Foods: Embracing a social media culture
Kraft: Building structure around social media management
BlogWell: How Big Brands Use Social Media
SMBC: Building social media to scale
Microsoft: Learning (and playing) with Ribbon Hero
You can have amazing word of mouth.
Word of mouth marketing is something you can do very well. My company GasPedal will help you get started quickly, with simple-but-intense training, honest answers, and eye-opening ideas. GasPedal's fast, how-to marketing strategies are affordable, easy to execute, and deliver measurable ROI in 60 days.
Learn more: http://gaspedal.com
Join the Social Media Business Council, a brands-only community that helps large organizations build successful social media programs.
Learn more: http://www.socialmedia.org
{ 2 trackbacks }
{ 5 comments }
Just think if more brands/biz listened to their customers like this. Instant fans.
Thank you very much for this post. Shows the power of proactive customer service. Wonderful, real-time customer service, brand building case study. Thanks for sharing.
Thanks for posting, Andy. Lost in all the conversation on this is that, in addition to making the effort from a home office standpoint (and we have good people doing that), is that you can’t pull things like this off without a fantastic team of servers, managers, hostesses and other restaurant staff. They create the culture. We just try to use technology to amplify and support where and when we can.
–Tim McDougall, CMO, P. F. Chang’s China Bistro, Inc.
Great story! Wonderful people at PF Chang’s coast to cost! Best food ever!
Great story. I’m actually surprised to find out that PF Chang’s was monitoring twitter. A few weeks ago an email went out stating that their white rice was not gluten free (a dietary restriction) despite being advertised as such. Several people, including myself, tweeted about it. I waited to see what PF Chang’s to pick up on it and see their official position, but no reply.
Since then I have learned that the report of the white rice was false (a mis-informed manager in NC was the source). I’ve notified the people in my network, but in the meantime I’m sure there was some damage done to their brand. I’m surprised that they didn’t catch it, or didn’t choose to respond.
Comments on this entry are closed.