ICUC

Food/Bev Case Study

Bolstering a brand through
improved review management

THE CLIENT

Using successful review management to get to the next level

Our client is a North American restaurant chain originating in the 1960s. Alongside pizza and wings they serve a wide range of family-friendly fare. From a dozen franchises they have steadily grown by adding new locations and offerings over six decades. Today they generate over $1B in sales and are poised to pass 400 locations across the US, Canada and Mexico. Partnering with our client’s marketing team, ICUC provides listening, moderation and social media management services for our client.

THE CHALLENGE

Heavy regulations and
diverse audience

Pharmaceutical companies need to be creative when communicating with their customers. They have different audiences with different needs. While social media should make messaging easier, its scope and scale make it a challenge to navigate. A jungle of regulations makes it even trickier.

Realities of the industry

48

90

% of Food and beverage companies only respond to social media during business hours

13

% of restaurants see over 100,000 pieces of UGC per month

Our custom solutions

Local Reviews

Reputation is how a brand differentiates themselves from the competition. But customers don’t fill out comment cards anymore, so our client needed to manage reviews across the entire social web. ICUC consolidated all that customer feedback in one place.

Customer Journey Tracking

ICUC helps you make the most of your social media data. Most restaurants are sitting on a potential goldmine of valuable data about their customers. ICUC can integrate that social customer data so it is accessible in one place.

Social Customer Care

Food and beverage is a fast-paced industry and social media might even be faster. That’s why ICUC helped our client deliver rapid, consistent and authentic customer service online on demand. We were able to respond much faster than their in-house team, and we have systems that track customer service tickets to completion.

Campaign results

Our client can scale without having to worry about being overwhelmed

True 24/7/365 protection on all their social media channels

Revenue growth at locations due to increased foot traffic

Better review scores and ratings

Explore our other Case Studies

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Food chain brand bolstered online with Review Management
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Multinational pharmaceutical company prevents social crsis
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ecommerce
800-store retail giant thrives off Social Media Listening
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Ready to talk?

Schedule a free consultation

Ready to turn your social media channels into a force for your business’ success? We’re here 24/7 to engage your customers, build your reputation, manage any level of crisis, and more.

I hit submit. What happens now?

  1. You should expect to hear from a of our Customer Care team within a few business days.

  2. We provide a free consultation of your social media challenges, and how we can offer value.

  3. Once partnered, our team begins our 4-step onboarding process to build a custom program addressing your specific needs.

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