Restaurants Use Twitter To Respond To Customer Complaints

USA Today fea­tu­res Chi­cago res­tau­rant Wow Bao (@Bao­Mouth), “an ups­cale fast food place,” as an exam­ple of how food ser­vice is using Twit­ter to res­pond to digi­tal word-of-mouth.

Geoff Ale­xan­der, mana­ging part­ner of Wow Bao, explai­ned his company’s Twit­ter com­mit­ment like this: If some­body has 1,000 follo­wers and wri­tes a nega­tive Tweet about Wow Bao, then 1,000 peo­ple could think the res­tau­rant is bad. But if Wow Bao publicly res­ponds to that Tweet, 1,000 peo­ple may see the issue is being handled.

The article also notes that Graham Elliot (@Graha­mE­lliot), owner of Chicago’s Graham Elliot Res­tau­rant and judge on Fox’s rea­lity TV show Mas­terChef, wri­tes his own tweets because he “wants his Twit­ter voice to be in line with the brand.”

“It’s great to have this wall torn down,” Elliot said. “Most of the time, peo­ple just want to be heard.”

Stats: @GrahamElliot

• 1,557 Tweets
• 5,716 Follo­wers
• 516 Lists
• Follo­wing 0
• @ replies: 30.89%
• RT: 5.14%

Stats: @BaoMouth

• 8,658 Tweets
• 1,729 Follo­wers
• 253 Lists
• Follo­wing 991
• @ replies: 21.34%
• RT: 60.41%