One of the emerging benefits of the social media phenomenon is the technology's ability to put franchisees right in the middle of fresh customer feedback.
"Social media provides a valuable forum for customer feedback, and whether positive or negative--intercepting and responding to these responses is a critical step towards retaining customers," says Lisa Wehr, CEO and founder of Oneupweb, a digital marketing agency.
Take Dominos, for example, says Wehr. The brand offers up a great example of utilizing the power of consumer response - and social media - to their advantage. Inspired by their harshest critics, Dominos decided to reinvent their pizza "from the crust up"--and document the whole process in their "Pizza Turnaround" campaign. They released a video that addressed the issue (the taste of their pizza)--and showed exactly what steps they were taking to fix it. More importantly, Dominos integrated their social media campaign directly into their plan. "The Pizza Turnaround" microsite includes the original "Pizza Turnaround" YouTube video Dominos had posted, as well as a live Twitter feed featuring Tweets that include the campaign's unique hashtag, #newpizza. So how far did their social media efforts take them? Right onto The Colbert Report, where Dominos was said to taste "like an angel giving birth in your mouth." And it doesn't get much better than that.
Here are four more key social media tips that Wehr recommends if you really want to make the most of your social media efforts.
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