Bolstering a brand through improved review management

Online Review Management, Community Management, Social Listening & Reporting

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

From international chains to independent cafes, all restaurants share a similar existential challenge. They must stand out from their competition. Besides the expected factors that keep a restaurant alive such as friendly service, delicious offerings and smart management, restaurants must deliver a brand experience that is uniquely their own.

Realities

Our Solutions

Social media brings increased complexity to every restaurant’s marketing program. A comprehensive platform like ICUC is one way to manage this complexity and allow you to keep up with technology trends.

Three areas we integrated into the solution:

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.

The 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