I don't do this often, but I have to give a huge gold star to Wildflower Bread Company because here has got to be one of the most perfect examples of how a restaurant or even any brand for that matter can do Twitter with utter awesomeness and develop a stronger customer bond...because after this experience, this customer definitely has developed more love for the Wildflower brand.
Just doing my usual online social thing
I go to the Wildflower Bread in Scottsdale because they have free WiFi so I can blog and tweet, and I can eat lunch or early dinner. Sometimes I like to eat my heavy meal of the day between 3-5pm, and not all places serve the dinner like meals all day. After 3pm, Wildflower does.
So, I do a check-in at Yelp on 2/1. I'm more open to doing the "here's where I'm at" thing on Yelp versus Gowalla or Foursquare because on Yelp it feels less stalkerish to me and I have a context to check-in as I'm a food blogger. All my Yelp check-ins are then automatically set up to post to my Facebook page and my Twitter account @noshtopia. I do @noshtopia versus @skinnyjeans because I'm still not comfortable announcing to 47K people where I'm at. @noshtopia has a smaller yet more more focused audience of foodies, so I'm good with announcing my food whereabouts to them.
A pleasantly shocking surprise
About an hour later, I'm still at Wildflower, and I check my @noshtopia replies and I see a tweet from @WildflowerCEO aka Louis Basile asking me how my visit was. I am literally in shock. Typically at these chain type restaurants, you're barely even asked how your visit is when you are physically in the restaurant. I'm getting asked on Twitter about the service, so obviously, Wildflower not only does active searches on their name, but they follow up...right then and there. The social media person in me feels my heart swell :)
I think the move is pretty bold and refreshing too because they take the chance of me replying in an open forum that I might say my visit sucked or I hated it...especially when I got the CEO's ear. Often, you'll hear companies shy away from doing this kind of customer communication in social media because they are driven more by the fear of negative feedback. To me, I think the companies who are serious about creating a better experience for their customers will be open to ALL feedback and listen.
I, of course, reply with some nice comment because I genuinely do have a good time every time I go to Wildflower. I mention one of my favorite foods there which is the big pretzel with the honey mustard, and @WildflowerCEO replies to my reply with again something about keeping in touch with them so they can continue to do better.
How social media and business work ideally in the real world
I am so impressed by this whole interaction, you have NO IDEA! Obviously, you do because I'm gushing about it on my blog and tweeting about the experience. I had to share this Twitter experience because it is literally how every marketing person would ideally like their client/company to behave in social media.
As a customer, who lives on the web, I feel like this company understands how I live (online), and has taken the time to engage me and to make sure that I am having a good experience with them. No doubt that I will be eating more pretzels and soup there. Bravo to Wildflower!
Oh, and one last tidbit. This is how much Wildflower understands web workers, bloggers, or mobile workers and wants these types to come to their place, at least in the Scottsdale restaurant. Besides the free WiFi, there are electrical plugs at every booth. Having a plethora of plugs is awesome. Seriously, paying attention to that detail is very impressive to me.