Interacting with customers on social media is a win-win situation. In addition to satisfying the customers' needs and giving them some bragging rights for earning a company’s recognition, the company itself also earns credit. People like companies that like their customers. When you respond, retweet, comment or like anything involving your customers, you are positioning yourself to succeed with consumers.
If a customer wants an answer to a question by tweeting at a company, it’s not unreasonable for them to expect a response. If they are having trouble finding a link on a company’s website, it shouldn’t be a problem for them to get in the contact with the company to find it. Even if they want a customized bathing suit, it’s not the most unrealistic request.
A high school swimmer, Ryan Klarner, recently posted on Taco Bell’s Facebook page asking for a Speedo that read, “Think Outside The Buns.” Taco Bell not only responded to the post, but sent him the branded swimwear.
Image via All Facebook
It is actions like this that separates a company from competitors. The company’s current slogan, “Live Mas,” (previously “Think Outside the Bun” and “Yo Quiero Taco Bell”) was launched in February as a more “lifestyle-targeted” slogan. Klarner’s claim to fame as an accredited high school swimmer certainly seems to fit that genre.
Taco Bell has been recognized before as one of the wittiest brands on social media. Go to its Twitter profile – the company is constantly retweeting and responding to other Twitter users. It responds to its followers on Twitter or anyone tweeting about tacos, tweets along with trending topics and even references pop culture. In teasing its next big launch, the Cool Rang Doritos Locos Taco, Taco Bell’s Facebook and Twitter pages both included a photo of a bag of Cool Range Doritos alongside a taco with the caption, “Anything could happen in 2013.”
Image via Twitter
The fast food chain also used social media platforms to push advertising for new appetizer items, including Facebook ads, promoted tweets, BuzzFeed, Pandora, Machinima, Waze, YouTube, Yelp and PayPal.Other reasons for Taco Bell’s reign as one of the top brands embracing social media are its understanding of the power of visuals, picking up on popular social media trends, lack of fear to be funny, touching all of the bases (social media platforms), integration of different types of media, addressing of industry issues and its boldness. It has set the bar high for other companies looking to engage their consumers and create a genuine online, social media presence. I’m excited to see what the brand will bring in 2013!