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Use Twitter to blow my mind

Word of mouth comes from making people happy. The more you amaze them, the more they talk.

Kelly Morehead from P.F. Chang's talks about how they thrill customers with Twitter. They look for folks tweeting about the restaurant — and surprising them before they leave. 

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  1. Tim Bursch July 10, 2009 at 4:19 pm #

    Just think if more brands/biz listened to their customers like this. Instant fans.

  2. Bert DuMars July 10, 2009 at 8:56 pm #

    Thank you very much for this post. Shows the power of proactive customer service. Wonderful, real-time customer service, brand building case study. Thanks for sharing.

  3. Tim McDougall July 11, 2009 at 1:31 pm #

    Thanks for posting, Andy. Lost in all the conversation on this is that, in addition to making the effort from a home office standpoint (and we have good people doing that), is that you can’t pull things like this off without a fantastic team of servers, managers, hostesses and other restaurant staff. They create the culture. We just try to use technology to amplify and support where and when we can.
    –Tim McDougall, CMO, P. F. Chang’s China Bistro, Inc.

  4. kristin mccutcheon July 14, 2009 at 1:20 pm #

    Great story! Wonderful people at PF Chang’s coast to cost! Best food ever!

  5. Jeff SanGeorge July 26, 2009 at 3:48 pm #

    Great story. I’m actually surprised to find out that PF Chang’s was monitoring twitter. A few weeks ago an email went out stating that their white rice was not gluten free (a dietary restriction) despite being advertised as such. Several people, including myself, tweeted about it. I waited to see what PF Chang’s to pick up on it and see their official position, but no reply.
    Since then I have learned that the report of the white rice was false (a mis-informed manager in NC was the source). I’ve notified the people in my network, but in the meantime I’m sure there was some damage done to their brand. I’m surprised that they didn’t catch it, or didn’t choose to respond.


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