Interview with Pourhouse about their Twitter Strategy
Recently, I was preparing a presentation on Twitter for a client*. To emphasize the benefits of using Twitter, I wanted to give them an example of a business in their industry (restaurant) which had seen results. I emailed some questions to Chuck McIntosh of Pourhouse and he was kind enough to respond. (Note: find them on Twitter at @pourhouse_van)
Q: What were/are your key objectives re: using Twitter?
Chuck: few things we focus on using Twitter:
1. To generate positive awareness and new customers for our business.
2. To constantly keep top of mind consciousness.
3. To keep in touch and communicate with customers, their needs, and moderate feedback.
Q: How do you use Twitter to drive business, communicate etc.? Do you use Twitter separately or is it part of a larger social media strategy?
Chuck: We use multiple social sites to drive business and to communicate with customers. Yes, we use both Twitter and Facebook among others, they all work together to create our social network.
Q: What benefits and results have you seen from what you’ve done?
Chuck: Consistent feedback from customers in real time, people tweet straight from the bar or their table about their experiences. Whether good or bad, we can address it immediately which has been fantastic for us. Another obvious benefit is the awareness it creates. If someone is having a positive experience and they share that, others read it and want to try Pourhouse as well. If you consistently strive to make every customers experience great, then you are getting a consistent feed of testimonials sent out from people to their friends, you can’t beat that. And if there are negative ones, you can monitor them and deal with both the customers concerns and with your staff immediately. It’s a great monitoring system.
Q: Would love some links to coverage you’ve received re: your use of social media.
Many of these articles came from the awareness that our network creates.
Q: Can you offer tips or suggestions for others in your industry in terms of what you’ve learned, discovered?
Chuck: When using Social Media, be real and authentic, be consistent, and contribute.
*On a related topic: In July, Tanya Roberts and I will be running a Twitter for Business Workshop together. If you would like to be put into our database to be notified of the date of this session – or to find out about future monthly workshops, please enter your name and email into this form.
One more thing: Laurie Pawlik-Kienlen wrote a great post “How to Find Your Blogging Voice – 8 Tips for Bloggers” which mentions some points from the “Finding Your Online Voice” talk I gave at Northern Voice.