Watching Social Media in Real Time: How Restaurants Can Gauge Guest Enjoyment Through Posts

NYC’s The Modern is bringing guest interaction to the next level. In the cyber age, some restaurants are taking to social media, working in tandem with digital marketing teams, to keep tabs on guests’ levels of enjoyment, engage with them and monitor the brand’s platform in real time.

Although responding to clients via social media is not uncommon, what is changing is the response time and manner. Metropolis eateries are heightening their presence on social media platforms, increasing their level of interaction so it no longer intends to be content or data mining.

Though an asset to many companies in the digital age, many restaurants and chefs are not on board with the real-time response wave of social media.

Well-seasoned sous chef of some of New York’s premier fine-dining establishments, Chris Strelnick argues, “As a chef, there’s a reason why I’m serving you this thing now: you’re supposed to eat it [...] Dining should be about the experience, not about the ‘likes’ or whatever.”

To digital marketers building a brand, however, this is a newfound way to bolter customer service, promote the business and focus on the guest experience in the moment.