Many of you may know that I do a lot on social .. it stands to reason, we help companies transform with social, in sales, human resources, marketing, customer service and soon procurement and finance.
So I often post photos of my travels.
Not very glamorous but I was at Kings Cross railway station in London as I was on the way up to Leeds to talk to a possible Associate. I'm first line recruitment for DLA Ignite dlaignite.com
Anyway, I took some photos of Kings Cross in the rain and posted them with my tongue placed firmly in my cheek.
Anyway I was contacted by a Mexican restaurant @BenitosChat telling me to drop by next time in the area.
Now, if you haven't been to Kings Cross station, like many stations, airports they are now mini shopping malls, full of places to eat and shops to walk around as you wait for a train.
Now, I posted my photo on Instagram and Twitter, didn't use any posh hashtags, just #kingscross and no other restaurants contacted me, but @BenitosChat did. Why is that?
Of course I thanked them for being social and have offered for them to come on my podcast channel.
I'm now writing a blog about them.
All this is free publicity.
Why? Because they cared to listen for potential customers in the area, they didn't try and pitch to me. They nicely contacted me and said, if you are in the area or next time you are in the area drop by.
Why am I not drowning in invites from shops and restaurants in Kings Cross or anywhere else in London?
Now I actually don't want to be drowned in invites, but why, when social media is over ten years old, when the channels are free, (apart from your time) haven't other companies figured a quick "wave and hello" might get them custom.
Maybe this is why retail and restaurants are having a hard time? They certainly don't feel to me that they are living in 2020.
... and next time you or I are in Kings Cross I know a Mexican to eat. I have no idea what it's like, but it feels cool and funky just by them offering a customer experience (CX) on social.
Sam travels often for business. On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. The receptionist at the Lord Rochester upgraded his room, comped him for food and spa services, and generally treated him like royalty. On his next visit to London, he insisted on being put up – along with his entire team – at the Rochester. However, this time he was given a standard room, no little extras and was treated as a “regular” guest. Was this evidence of a successful customer experience strategy? Will Sam be back?