Conexion One Social Media
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Transcript of Conexion One Social Media
Ten Restaurant Group
• Occupancy To increase the occupancy of the restaurants and night clubs by locating and satisfying the ideal customers.
• ToolsBy operating our technologic platform we are able to implement diverse strategies and iniciatives oriented to increase the satisfaction and interaction with the customers, thus, achieving the occupancy increase.
Objectives
Players
Technologic
platform
Contact Center
Business rules & strategy
Social media
Customer
KPI’s
Players
1From: ProspectsPull & Push strategy:
FlyersReferencesSpecials
ReservationsComplain / congratulations line
In Bound
To:ProspectsInvitations:
SpecialsSocial eventsCommercial events
Reservation confirmation / reminder
Out Bound
3Reservation confirmation / reminderSpecials, promotions, courtesys, trívias.SMS & Facebook & Twitter
SMS & Chat
2
Live contact
Social media analyst
Channels Contact Center Social media KPI’s
Business rules & strategy
Interactions
Channels Contact Center Social media KPI’s
Business rules & strategy
How to play the game
Scenario
Restaurantsystem
SMS
KPI´s
To do
To do
KPI´s
Contact Center Prospect
Customer
SatisfiedUnsatisfied
CC SystemSocial Media
Hostess
KPI´s
Smart phones
E-Mailing
Mailing
Prospecting. Outbound
Restaurantsystem
SMS
KPI´s
To do
- Identify geografic zones of interest, offices nearby.- Prospecting though linked in according to the
zones.- Food or drinks specials.- Coorporate specials.- Conversion from prospecto to active customer.-Personalized welcome from the hostess.- Registration for virtual card (data base)- Reservation confirmation.
- Conversion rate from prospect to active customer- Reservations vs assistence- Billing history: Building customer profiles.
Customer care. Inbound
Restaurantsystem
SMS
KPI´s
To do
- Marketing campaigns response- Adds, Specials, Reservations, VIP guests,
referal attention,.- Attention to complaints or congratulations line
published on the menus or adds.- reservation confirmation, regular or express.- General info and canalization.
- Response to marketing campaigns.
- Reservations vs assistence
- Call flow- Service level and
abandonment
Social mediaMonitoring
Restaurantsystem
SMS
KPI´s
To Do
- Twitter, Facebook y Linkedin monitoring : followers, detractors. Evolution and volume.
- Follow up and problem solving for unsatisfied customers.
- Number of detractors found.
- Insatisfaction reasons.
- insatisfaction evolution.
- Media analysis.
Social mediaSpecials
Restaurantsystem
SMS
KPI´s
To do
- Public rewards and encouragement for possitive feedback and comments.
- Specials to followers.- SMS related specials.- Publication of:
- Specials, - Prices, - Rewards- Menus
- Specials response- Number of followers- Followers evolution- Followers profile and
preferences.
Social mediaAdministration
Restaurantsystem
SMS
KPI´s
To do
- Operation policies- Scripts - Specials- Special frequency / size - Budget
- Account administration:- Walls - Photos- Information - Blogs- Press releases - Notes- Official info. - Specials- Followers - Reward / loyalty program
administration
- Social media user bahaivior.
- Success rate per social media channel.
- Growth rate.
Social media
Restaurantsystem
SMS
KPI´s
To do
- Chek in rewards.- Tips rewards.- Foursquare related specials
- Number of users checking in.
- Number of check ins per user, frequency.
- Mayor identification.- number of tips.- Foursquare statistics.
Foursquare
Value added services
Restaurantsystem
SMS
KPI´s
To do- Coorporate service rules, lunch meetings, events.- Family events- Virtual loyalty card (database).
- Customer identification from hostess- Specials
- Chat- Information, confirmation, delivery , take out.
- Regular and express (VIP) reservations.- Special days
- Chat users- Frequent chat
subjects- Most demanded
services.- Reservations and
invitations vs assistance.
Offer
Value added services
Restaurantsystem
SMS
KPI´s
Desarrollo
- Birthday and special ocations invitation and / or specials- Telephone - E-card- E-mail - Regular mail
- Billing history per customer, profile creation.- VIP rules and pollycies:
- No lines - Rewards- Specials
- Visit frequency- Billing- e-mailing response- contact customer for
birthday and special ocations.
Offer
Customer opinion
Restaurantsystem
SMS
KPI´s
To do
Random post service surveysWhat is the customer thinking about…
- Service- Place- Food quality?
¿ What is missing?
- Statistics from surveys and research:- Preferences- Improvement
áreas
Research
Business rules definition
Restaurantsystem
SMS
To do
- Social media operation rules.- Outbound polycies.- Business image polycies- Specials polycies, budget.- System data input and reports polycies
Interactividad entre Sistemas
Restaurantsystem
SMS
Desarrollo
- Políticas de Envío de Información en línea (actualización de datos, lenguaje, periodicidad)
- Consumo por Cliente ($)- Preferencias por Cliente (Alimentos y bebidas)- Efectividad de asistencia de reservaciones
Systems connectivity
Restaurantsystem
SMS- Information exchange policies on line
(update data, programming language, periodicity)- Consumption per customer ($)- Customer preferences (food and drink)- Effectiveness reservation assistance
Feedback
ABC
Prospecting Social Media Customers New Customers
KPI = Increase number of customers
Marketing strategyOutbound campaignsInbound campaigns
Strategic benefits
Customers monitoring Bilateral Permanent Contact
KPI = Increase Customer Billing
Customer Knowledge
Social MediaChatPhoneHostessMarketing Campaigns
Profiling by:- Billing- Food and drinkpreferences- VIP customers
Strategic benefits
Strategies KPI = Long Term Relationship
- Profitable efforts- Customer Satisfaction Index- Targeted offers- Cross selling- Suggestions by profile- Branding- Word of mouth
Strategic benefits
201020092008200720062005
3
5
1 24
6
Proposal and aproval of reporting catalog
Cu
sto
mer
vis
its
ReportingReport definition
Monitoring
To do
Customer approval
Integration
Operation
Tecnology
Time table
Developement
Operation
Integration
Roll out
THANK YOU!