Before we dive into the specifics, let’s take a step back and look at social media’s relationship to restaurant marketing. A study by the Center for Hospitality Research at Cornell University addressed the use of social media as part of a restaurant’s marketing plan. Some of the findings are interesting:
- The 5 most often sited goals for restaurants using social media…
- Increase Brand Awareness (23%)
- Increase Loyalty (21%)
- Bring in New Customers (21%)
- Increase Customer Connection to Brand (19%)
- Increase Revenues (16%)
- The top 3 customer types restaurants focus on…
- New Customers (47%)
- Current, but Not Loyal Customers (31%)
- Loyal Customers (22%)
- The top 5 ways restaurants measure the impact of their social media efforts…
- Number of Customers (31%)
- Followers (21%)
- “Likes” (19%)
- Amount of “Chatter” (13%)
- Coupon Redemptions (10%)
- Of those responding to the study, independent restaurants are more likely to use social media (75%) than chains (59%).
- The 30-39 year old age demographic is the most sought after by restaurants using social media (45%), followed by 40 to 49 years (about 32%).
The top four social media platforms used by restaurants, in order of their popularity, are Facebook, Twitter, Foursquare, and blogs.
The study concluded that Facebook is the optimal social media platform for restaurants, based on flexibility and reach. Independent restaurants, coincidently, have a higher propensity to use Twitter and Foursquare compared to chains.
The researchers interpreted the results of their survey to indicate that most restaurateurs do not have a specific goal in using social media, but are simply jumping in, hoping for a positive outcome. For social media campaigns to be effective, they need a well-defined strategy with clear goals and objectives that are in synch with your restaurant’s overall marketing objective. Establish a set of measurable results, and test your social media strategy. Find what works and from there you can experiment for even better results.
Just as important to note, this area of social media is constantly evolving, with new players entering the scene all of the time. Pay attention to your customer and the different demographics that come through your door. Don’t be afraid to ask what is relevant to them and where they have seen good examples of local businesses reaching out on social media. There will be some trial and error, but if you can leverage this powerful new channel to cater to your audience in new and exciting ways, it is definitely something to take advantage of, and doesn’t seem to be going away any time soon!
What should you talk about on social media? We’ve picked a couple of specific topics to get you started.
When it comes to social media, your restaurant probably has one or all three of the following: a Facebook page, a Twitter account, and a presence on Instagram. (Bonus points if you are on Pinterest as well!)
What should you talk about on these platforms to engage your customers?
A recent survey of more than 1,200 restaurant consumers asked what guides their choices when they decide where to dine or order takeout/delivery.
83% said that treating employees well is important. Highlight your employee-of-the-month on social media. Did someone get a promotion, graduate from college, or do something great for a customer? That’s great material to put on social media and promote within your company.
73% indicated that support of their local community influences their restaurant choice. When you support a local community event, take some photos and post them online. It makes a significant difference in the minds and perceptions of your potential customers, while really showing them that you genuinely care.
When you promote menu items, keywords such as “fresh”, “locally-sourced”, “whole grain”, “vegan”, “Gluten-free”, and anything “all-natural” are great to mention.
The survey revealed that the convenience of an online ordering system shares the top spot with taste and quality, which is why making your online ordering capabilities easily available to all customers can be one of the most impactful moves to support your business.
What kind of photos should you post?
Social media offers an excellent opportunity to reach customers on an emotional level using photos. Here are three suggestions of photos you can post to Twitter and Facebook:
Photos of Dishes – Presentation is everything. Post a photo of your popular entrées and desserts to Twitter and Facebook. You can even add an offer: ‘Surprise your sweetheart with pie tonight – order an entrée online and get 50% off one of our delicious pies.’
Photos of Employees – Highlight your employees and how well they do their job. Post photos of employees so customers feel like they know them the next time they come in to eat.
Photos of Customers – Patrons are also part of your restaurant family. When a customer comes in with a new baby, capture it on your camera phone. How about the folks who order online at your restaurant three times a week for lunch? Snap a picture (with their permission) the next time they pickup an order and use the photo for promoting ordering online at your restaurant by posting it to Facebook and Twitter.
How to Drive Profits Through Social Media
Over the last decade, Social Media has transformed the food and dining experience. A recent study shows that 69% of millennials photograph their food before eating it. And the ‘gram’s ability to offer an experience is becoming just as important, if not more important, than the experience itself. So if you want to have a future in the industry, you absolutely need to be social media conscious and competent.
Here are some of the easiest most effective ways for your restaurant, coffee shop, or service industry business can leverage social media in 2019:
First, you need to have a great product. If you’re serving food, you need to make sure that it’s actually good and that it’s well executed for social media content. Meaning that not only should it taste good but it should look good on camera as well.
Know that almost everything in your restaurant is going to be photographed or videoed, especially the food, drinks, and tables. So making the extra effort to ensure your food is well plated and the tables nicely set will go a long way.
Next design a space that promotes Instagramable experiences. Whether it’s in the lobby where customers will wait to be seated, at the table, or in the bar, create spaces that create moments for your customers to easily capture while patronizing your business.
Having an exciting experience to capture for social media makes an experience worth having for a lot of people. And giving that experience to them adds a lot of value, not only to customers but to your business through “free advertising”.
Now that you have “set the IG stage” offer your customers free Wi-Fi in exchange for their follow of your restaurant’s social media page/s. This gives your customer the free bandwidth they need to post pictures and videos while simultaneously building your following. Not only that but it also allows you to access and track customer data which you can use to create powerful, targeted lookalike audiences for your future Facebook and Instagram ads.
Once you’ve created great experiences for your customers to capture, given them the internet to do it, you can offer them incentives to share those experiences with their friends on social media. Discounts on future visit purchases in exchange for social media posts is a great way to get exposure to new customers while creating repeat customers out of first time patrons.
Lastly get on social media and contact local influencers at scale, offer them free dinner, drinks, entrée’s etc. anything to get them in the door. Not only will they appreciate the status perks, but your restaurant is perfectly staged for them to do what they do best, create content.
This is an incredibly cheap and effective way to reach masses of your customer base while creating a culture around your restaurant. Getting popular, powerful people to patronize and support your business elevates its status and people will absolutely come in to do the same.
I know social media has changed the way the service industry does business, but it has never been easier to leverage technology for new customers and profit. Traditional advertising mediums are dead and wasteful.
Using social media tactics like these allow you to effectively reach, contact, and advertise to your customers at a fraction of the cost with much greater impact. Try them out and let us know what you think and how they’re helping your business grow!
6 Specific ways to promote your restaurant using social media
Here are some tips on how to use Facebook, Twitter, and Instagram to increase the awareness of your restaurant and online ordering site. Most digital cameras have a video function, so consider substituting still photos for video when the opportunity arises.
Show, Don’t Tell – People love pictures. Ask one of your takeout customers to pose with their order when they come in to pick it up. Maybe include the employee that assisted the customer too.
New Dishes – Offering a new takeout item on your menu? Offer it first on your NetWaiter site, and promote it with photos sent out via social media: “Checkout our new dish – available only online!”
Pitch Your Promotions – Offering an incentive for ordering online? Perhaps 50% off a dessert for orders over $15? Make sure that gets posted via social media and include a photo of a dessert.
Tip of the Week – A lot of restaurants let their customers in on recipes. Promote it online (as long as it’s not a secret family recipe).
Updates – New things are always happening at your restaurant. Talk about them on Facebook and other platforms.
Tell Stories – Catering a special event, or hosting it at your restaurant? Talk about it online. Maybe a customer has a special story? Ask them if you can share it online.
Some helpful social media tips came out of a recent “Summer Brand Camp Conference” as reported by Nation’s Restaurant News. Here they are, along with some of our own thoughts-
Facebook is still the most favored platform. There are others, but Zuckerberg’s baby seems to pay off the most. Our guess is that both your kids and your grandma are on Facebook. It’s easy to use. Twitter, while popular, is perceived as slightly more technical.
Simplicity is key. Short and visual messages often get the best response. The top Facebook post for Buffalo Wild Wings was a tantalizing photo of a glass of beer and the post: “Mmmmmm, Beer.” People love pictures.
Social media should be a conversation – not a sales pitch. If you’re always trying to hawk your product, people find it annoying.
Resist the urge to jump right in and defend your restaurant against a negative post. Other customers may step in to defend you, which looks better and may prevent you from getting into an online squabble.
Folks love video, and everyone can be a videographer with a smartphone. Some smartphones even allow you to edit videos on the device. Tell customers if they make a good video about your restaurant, you’ll post it online.
Integrate your social profiles with other marketing efforts. If you’re advertising anything offline, you should include your social media information too.
More than one location? It might be best for each location to conduct their own social media efforts if each has its own character. A sandwich shop in an industrial center will have a much different vibe than the same brand in a college town.
These suggestions are quick and easy, but remember – all markets are different – do what works best for your restaurant.