Social Media and the Customer Experience
We realize that Web 2.0 has helped to change the rules of customer engagement. Perhaps because it has brought opportunity and access through mediums like Facebook, new ways to communicate such as Twitter, and higher levels of accountability through sites like Yelp. As a result, brands (including us) have been looking for ways to enrich the customer experience and extend the relationship online. On today’s web, everything is optional and most of it is free. Being transparent and relevant are required now more than ever.
So how do we contribute to the customer experience and engage in the discussion? We believe that our use of social networking should reflect the culture and mission of Tasti D-Lite to make every customer’s day better.
One recent incident involved an unsuspecting individual who mentioned (via Twitter) that he (@eyecube) was working in the Empire State Building. One of our flagship locations is there, so we took a chance and sent along a link to a BOGO coupon. Not a stranger to Tasti D-Lite, his response was as follows:
They came down for a visit later that afternoon. In this particular case, a proactive gesture got a positive response from a customer. That would have been the end to a nice story, but our local staff wanted to show their appreciation by sending up a Tasti cake and some other goodies for the entire office the next business day.
Here are a couple of the responses:
How fun is that? I think the experience and response was a little unexpected for both of us. Part of the fun is not knowing what is going to happen when these new mediums are used. We’ve had great feedback so far on all of the social networking initiatives that we have tried. We hope you’ll join us in the fun. Follow us on Twitter here or join other Tasti D-Lite fans on Facebook here. Also check out @eyecubes’s blog here. (He’s a cool customer.)
January 21st, 2009 at 9:48 am
As a PR practitioner, I really appreciated the pro-active and thoughtful approach of TastiDLite. But I think an important point is not just the social media outreach, which was terrific, but how it was married to a real, human interaction. I’m looking forward to the next time I go downstairs to see my new friends.
January 21st, 2009 at 10:08 am
[...] to know how I got these, and I probably told the story 10 times. For more details, check out the TastiDlite blog post on the [...]