When Chipotle Mexican Grill tapped Joe Stupp to be Head of Social Media, the company selected the person with the most relevant experience imaginable. In Reality, Joe used to be the restaurant supervisor of the very first Chipotle. Now just about 1,800 eating places robust, Chipotle nonetheless strategies social media in an unconventional style that is most likely befitting a a lot smaller brand – with just a handful of people who recognize every aspect of the industry intimately, and who love talking with buyers. They answer all different types of questions, from the fundamental – “The Place does your hen come from?” – to the absurd – “What Kind Of bathroom paper do you utilize in the bathroom?” – and all with a digital smile. Or most likely it’s a wink?
Joe spent a while with me and Dan Moriarty for Episode 3 of the focal point on customer support Podcast. One Of The Vital most quotable moments of this episode include:
- “We don’t in reality view it as customer service, however more like we’re simply conversing with Individuals.”
- “Being response to our clients… simply comes naturally to us.”
- On social media response time: “We Have Now zero targets round that…We Don’t track it. We Do Not regulate it. It’s simply something that we do. ”
- Advice to others: “People truly should be careful that they be aware of their business in and out.”
As a reminder, manufacturers featured on the point of interest on customer support Podcast appear on account of YOU the listener. To Nominate a brand that has wonderful customer support on social media, simply use the hashtag #FOCS.
Listed Here Are the highlights of Episode 3 and The Place to seek out them:
(2:Forty Five) Joe’s history at Chipotle, starting with the very first restaurant
(4:35) Chipotle’s philosophy on customer service
(6:19) What sorts of questions does Chipotle obtain on social media?
(7:10) The weirdest query Chipotle has got
(7:48) The Place Joe’s crew sits within the group
(9:32) How Chipotle achieves its “superb” response time
(11:Eleven) Questions About particular restaurants vs. brand questions
(13:53) One Twitter deal with or two?
(15:Fifty Three) Joe’s Recommendation to different firms starting a social customer service observe
(17:25) What’s subsequent for Chipotle’s customer service
(20:05) What Joe likes to tweet about personally
Chipotle used to be nominated by way of Chad Mitchell throughout a contemporary #SMTLive webinar. Have You experienced awesome customer service on social media? If This Is The Case, please nominate the emblem with the aid of sending a tweet using the hashtag #FOCS!