As a company, Chipotle has been so involved in social media that it pays less for traditional advertising than most fast food restaurants. Chipotle has a team of three people who run social media and respond to about 83 percent of the posts. At the end of the post, the person behind the tweet or Facebook comment is signed.
I think Chipotle has it right. Customers feel special when a big company replies to a comment, status or tweet. They even go as far as asking about their lives because they truly want to get to know their customers. Instead of being used as a tool to interact, I find that social media serves as a mask for some companies.
See story here: http://mashable.com/2012/03/21/chipotle-social-media/
2 comments:
I completely agree that social media serves as a mask for some companies. Chipotles use of Facebook for interaction with their customers sets them apart from their competitors. Plus, I'd eat Chipotle anyday over Freebirds.
I love how they are making this more personal by having 3 people do these posts! If I got a tweet back I would feel cool!
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