1. The document discusses social media strategies for food and beverage businesses to manage their online reputation, drive foot traffic, and reward customer loyalty. 2. It provides examples of how negative online reviews at a cafe quickly spread on social media, and how the business responded to mitigate further damage. 3. The key recommendations are to set up online reputation management, engage customers by soliciting their recipes and reviews, and use social media to reward loyal customers in order to increase foot traffic and sales.

1. Social Media Strategies for F&B Businesses Sept 29, 2011

2. Where do these insights come from? About Me..

4. One of the Top 5 IT Companies in the World

5. What is Social Media?

6. Accha…. Facebook?!

9. how Blogs Social networking sites wikis User generated videos and podcasts Forums and message boards Ratings and reviews tagging widgets

12. The Domino(‘s) Effect

13. From YouTube to The New York Times in 3 days.

14. Expressing their shock in 140 chars Approx 30 more #ccdsucks tweets do the round that evening. When #CCD-sucked CCD sucks… @cafecoffeeday at Ispahani center is kicking twitter out.. #ccducks Tweet from @PPrakash (Prakash P) at 7:50 PM Feb 4 th from Snaptu #ccdsucks cover chrg not defined but threats turng up frm mgr Tweet from @idlee_amin (Tushar R) at 7:51 PM Feb 4 th from Snaptu Cover charge for sitting in this place RT @PPrakash: CCD sucks… @cafecoffeeday at Ispahani center is kicking twitter out.. #ccducks Tweet from @metalsaint (gautham govind) at 7:52 PM Feb 4 th from Snaptu Cover charge for @CafeCoffeeDay? Screw you. #ccdsucks Tweet from @surajram (Surajram Kumaravel) at 7:55 PM Feb 4 th via web

15. Next morning, CCD wakes up and smells the coffee @gopal_b :O We're v sorry about this! It is not CCD's policy to charge a cover. Thanks for letting us know. We're checking on it right away! Tweet from @CafeCoffeeDay (Café Coffee Day) at 10:44 PM Feb 5 th via web @narayananh @bombaylives @additiyom @wiredvijay @ubiquitense CCD does not charge a cover. Thanks a lot for letting us kno n we're v sorry! Tweet from @CafeCoffeeDay (Café Coffee Day) at 10:47 PM Feb 5 th via web @PPrakash @AmolMathur @ahmedhussain @idlee_amin @CreativeWolf Tnks for leting us kno ppl! We don have a policy to chrg a cover. Chking rt nw Tweet from @CafeCoffeeDay (Café Coffee Day) at 10:52 PM Feb 5 th via web @AmolMathur @PPrakash We really want to resolve this issue. pls help us do that. Give us a no. to call so we can personally apologize. Tweet from @CafeCoffeeDay (Café Coffee Day) at 12:14 PM Feb 5 th via web #ccdsucks #ccd CCD does not have a policy to charge a cover anywhere in India. We apologize for the goof up. This will nt be taken lightly. Tweet from @CafeCoffeeDay (Café Coffee Day) at 12:17 PM Feb 5 th via web #ccdsucks #ccd Like we said, give us an opportunity. Give us a no. to call. When resolved, we'll tell evryone bout it on Twitter. Publicly Tweet from @CafeCoffeeDay (Café Coffee Day) at 12:40 PM Feb 5 th via web

16. But, word of mouth spreads… Another 100 #ccdsucks tweets bash Café Coffee Day. Watch power of Indian web users Live on Twitter: unhappy customers vs brand defense #ccdsucks #cafecoffeeday @cafecoffeeday Tweet from @reemsaied (Reem Saied) at 7:08 PM Feb 5 th from LinkedIn Interesting how @CafeCoffeeDay had to use the #ccdsucks hashtag in all their sorry tweets! :D #selfabuse Tweet from @neelannair (Neelakantan Nair) at 11:04 PM Feb 5 th from Echofon @SathyaBhat got thrown out of @CafeCoffeeDay for no reason. They asked for cover charge 1 hr later, after everyone had ordered. #ccdsucks Tweet from @narayananh (Narayanan Hariharan) at 12:15 AM Feb 5 th from HootSuite @CafeCoffeeDay y do u need a number to talk? use twitter! @PPrakash @mad_nad @AmolMathur @javashri @ubiquitense @idlee_amin #ccdsucks Tweet from @narayananh (Narayanan Hariharan) at 12:45 PM Feb 5 th from HootSuite Here is the #ccdsucks FAN page on #fb. Join in. http://www.facebook.com/pages/Cafe-Coffee-Day-Sucks/291737396851 RT to ur frnds.! Tweet from @Pricelessdream /@AmolMathur (Amol Mathur) at 5:567PM Feb 5 th from Echofon

17. REVIEWS: Word-of-mouth becomes WORLD-of-mouth

18. Are you ring-fencing your brand? Do you have Online Reputation Management set up??

19. Involving the Customer What better way to win loyalty than for a customer to think that it’s “his restaurant”?!

20. We’ll make it your way..

22. Can YOU get your customers to share their recipes too?

23. Driving Footfalls Because only having fans on Facebook keeps neither the kitchen busy, nor the cash registers!!

24. Footfall to Fan Continuing brand engagement

25. And then Fan to Footfall!!

26. Do you have a Fans-to-Footfalls, and Footfalls-to-Fans strategy in place?

27. Location, Location, Location.. Heard of ?? Not, it’s not about cigarettes!

28. Giving “Tips”

29. Rewarding Loyalty

30. Are you monitoring “check-ins” into your F&B outlet? Are you rewarding loyal fans?

31. Restaurant Pub Coffee Shop Night Club Hotel If You Own A You Should Not Miss This Opportunity

32. Hotels / Restaurants + Social Media = A Perfect Fit Wondering Why?

33. Food and Beverages, as we all know are very appealing, visually and emotionally, and which evoke conversations, experiences, memories and stories that people share. Remarkable Experience Loyalty WOM Customer Acquisition and Expansion Customer Retention

34. Few Facts About How Decisions Are Taken Today

35. Suggestions From Friends Feedback From Relatives Recommendations From Peers Latest Online Buzz Famous Among Online Communities Where Should I go for Dinner Today???

37. Concluding with an interesting story.. Social Media Integration for your Restaurant, Coffee shop, Pubs or any F&B outlet “ Look forward to be surprised with Oondhiya one of these days”! 

38. THANK YOU For more information, contact: Sanjay Mehta, Joint CEO Social Wavelength Web: www.SocialWavelength.com Email: [email_address] Cell: +91-98200-40918 Twitter: @sm63