In many restaurants, the role of the community manager is considered pointless and not worth spending money on. However, with the growing importance of social media, direct customer-to-business communication plays a fundamental role on which a large part of the positive or negative opinions about any establishment depends.
Considering that 3 out of 4 opinions posted about a given establishment are published while the customer is still on the premises, thorough monitoring of the social media surrounding a business makes it possible to take measures that can drive its growth. It is also important to remember that a customer will feel far more at liberty to post negative comments if a company has no internet presence than if it does. There is clearly a big difference between criticising a waiter behind his back and shouting it rudely to his face.
Taking customer opinions into account can also help identify negative aspects of the business that may not have been noticed before. In short, the advantages of having a community manager are many, since it can shape the opinion of a large audience that would be impossible to redirect in any other way.
