conexion one social media
DESCRIPTION
Conexion One Social MediaTRANSCRIPT
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Ten Restaurant Group
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• 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
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Players
Technologic
platform
Contact Center
Business rules & strategy
Social media
Customer
KPI’s
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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
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Interactions
Channels Contact Center Social media KPI’s
Business rules & strategy
How to play the game
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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
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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.
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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
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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.
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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.
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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.
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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
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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
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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
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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
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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
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Interactividad entre Sistemas
Restaurantsystem
SMS
Desarrollo
- Políticas de Envío de Información en línea (actualización de datos, lenguaje, periodicidad)
- Consumo por Cliente ($)- Preferencias por Cliente (Alimentos y bebidas)- Efectividad de asistencia de reservaciones
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Systems connectivity
Restaurantsystem
SMS- Information exchange policies on line
(update data, programming language, periodicity)- Consumption per customer ($)- Customer preferences (food and drink)- Effectiveness reservation assistance
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Feedback
ABC
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Prospecting Social Media Customers New Customers
KPI = Increase number of customers
Marketing strategyOutbound campaignsInbound campaigns
Strategic benefits
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Customers monitoring Bilateral Permanent Contact
KPI = Increase Customer Billing
Customer Knowledge
Social MediaChatPhoneHostessMarketing Campaigns
Profiling by:- Billing- Food and drinkpreferences- VIP customers
Strategic benefits
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Strategies KPI = Long Term Relationship
- Profitable efforts- Customer Satisfaction Index- Targeted offers- Cross selling- Suggestions by profile- Branding- Word of mouth
Strategic benefits
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Proposal and aproval of reporting catalog
Cu
sto
mer
vis
its
ReportingReport definition
Monitoring
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To do
Customer approval
Integration
Operation
Tecnology
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Time table
Developement
Operation
Integration
Roll out
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THANK YOU!