Twitter has been a part of my life since the very beginning. I have tweeted about restaurants I like and dislike, the sweltering hot, crowded green line trains before and after red sox games, and as a way to easily meet up with multiple friends at once. This summer, sitting at my desk on the 10th floor office of a building in downtown Boston, I took out my phone and started composing a tweet about the lunch I had just had. I had a burrito at Boloco, thinking to myself how chewy I thought the steak was—how the rice was on the dry side. It was still good…but it was still bettered by a burrito from Anna’s. My mental comparison of Boston’s best burritos manifested itself, as many fleeting thoughts do, in the form of “Tweet.”
“Anna’s > Boloco > Chipotle > Felipes > Qdoba”. I hit the send button and put my phone down to get back to work. Minutes later, I heard a little buzz and my phone lit up. I checked my notifications and saw that Boloco had tweeted back at me, saying “I guess second best isn’t half bad.” Overwhelmed with excitement, I ran around the office, telling the other interns about how Boloco tweeted at me. The restaurant that we walked by every lunch break, THE Boloco tweeted at me. I couldn’t be happier. I instantly retweeted their message to me and worked in delight for the rest of the day.
Sure, now I know that it was probably someone’s job to sit on Social Media websites and personally respond to any tweets/Facebook messages. But despite this fact, I still gladly represented the brand and will always remember that Boloco, not Anna’s, not Chipotle, not Qudoba, interacted with me personally.
Interacting with your customers is a great way to turn them into brand ambassadors. Personally, I was quick to retweet Bolocos message to me, sharing it with all of my followers, too. This spread the word—not only does Boloco have delicious food, but it also interacts and cares about its customers. Personal touches like this can be the difference between a good company and a great one.