Chances are that you have a favorite eatery in your hometown or current city. Whether it is burgers, soul food or sushi, you know that you can go there and get some deliciousness. For me it’s a Boston-based eclectic burrito place called boloco. Now before you go thinking its just rice, beans and meat, take a second to peruse their menu and you’ll see my personal favorites – the buffalo and Memphis burritos along with some other goodies. If you are in Boston and haven’t tried them out, go do it today – you’ll thank me for it.

Now the purpose of this blog is not to wax poetically about gastronomical goodness, but rather conversational media. If you look at Boloco’s website you’ll see that “Join the Conversation” is center stage with a steady stream of tweets (well off-right, but whose keeping score) and if you happen to walk by one of their stores, you’ll see a chalkboard reminding you to check in on foursquare and noting the current mayor, who also gets free menu items on Mondays.

Given my love affair for their burritos and their social media efforts, I wanted to reach out and meet the person who sat behind the account. After countless back and forth’s on things through the months, I finally met Sara Steele-Rogers at the Mega-Tweetup a few months back and had been tweeting back and forth about random things. One thing led to another and I asked her if she’d be willing to peel back the foil and take us behind the scenes of Boloco’s social media strategy.

How did Boloco start out in social media?

Listening to guests has always been a huge part of the boloco brand. John, our CEO, is an early adapter, and joined Twitter a little more than three years to listen and engage. Promotion via social media is not our top priority, although it is helpful with spreading the word about in-store promotions, events we’re a part of/sponsor, non-profits and charities we support, etc.

How did you become directly involved in the efforts?

I joined the boloco team in June and have been directly involved with Twitter, Facebook,[email protected], and guest relations since day one.

Do you have a mission statement for your social media efforts?

Not a technical mission statement. As I said, our objective with social media is to listen and respond to every one of our guests. Ever guest deserves a response. Whether the feedback is positive, negative, or neutral, we just want to create a dialogue and let them know we’re interested in what they have to say.

What networks are you active on and what is your favorite one?

Twitter and Facebook are our primary social media channels. We are also active on Yelp and reply to each and every Yelp review. I wouldn’t say I have a favorite. They’re all useful for different things.

How are you measuring success?

We don’t have any strict parameters when measuring “success”… and we know we can always do better. We know we’re on the right track when we get recognized for our social media efforts- whether it be a blog post, being asked to guest speak to local college classes, etc. If we can make just a few people’s day better, whether it be by adding an extra freebie on their boloco card so they can bring a friend with them (for free) on their birthday, or having our crew send over a free cookie after seeing a foursquare check-in, those are all examples of success!

How many people are on your SM team?

The team consists of me and our CEO John Pepper who occasionally chimes in on the conversation.

What are the engagement levels like?

Our goal is to respond to every form of communication, whether it be Facebook, Twitter, or otherwise. Our number of @ replies and RTs far surpass any promotional messages. I’d estimate we interact with at least 20 guests on a given day through all forms of social media.

What do you see as the biggest wins for social media?

Social media is just another way for us to let our guests know that we’re listening and open to any and all feedback. We’re no longer limited to email or phone; Tweets, Facebook, Yelp, etc. are just as important. Allowing us to learn about the guest experience, what we’re doing right, and what we’re doing wrong, allows us to make changes (and huge improvements) to our company based on the feedback. In a sense, it can also be looked at as free market research – feedback on products, music, flavors, service… all very important things to us.

Why should companies utilize social media?

Companies should use social media to listen and interact with their guests. It should be a tool to assure guests that “we’re always listening” and what guests have to say really matters, no matter if it’s good, bad, or indifferent. Less importantly, social media is a great way to promote – our in-store promotions called Friends with Benefits, Snoloco specials, survey our guests (ask about preferences in flavors, beverages, etc.), and tie-in social media with non-profits or charities we are promoting.

Chances are that you have a favorite eatery in your hometown or current city. Whether it is burgers, soul food or sushi, you know that you can go there and get some deliciousness. For me it’s a Boston-based eclectic burrito place called boloco. Now before you go thinking its just rice, beans and meat, take a second to peruse their menu and you’ll see my personal favorites – the buffalo and Memphis burritos along with some other goodies. If you are in Boston and haven’t tried them out, go do it today – you’ll thank me for it.

Now the purpose of this blog is not to wax poetically about gastronomical goodness, but rather conversational media. If you look at Boloco’s website you’ll see that “Join the Conversation” is center stage with a steady stream of tweets (well off-right, but whose keeping score) and if you happen to walk by one of their stores, you’ll see a chalkboard reminding you to check in on foursquare and noting the current mayor, who also gets free menu items on Mondays.

Given my love affair for their burritos and their social media efforts, I wanted to reach out and meet the person who sat behind the account. After countless back and forth’s on things through the months, I finally met Sara Steele-Rogers at the Mega-Tweetup a few months back and had been tweeting back and forth about random things. One thing led to another and I asked her if she’d be willing to peel back the foil and take us behind the scenes of Boloco’s social media strategy.

How did Boloco start out in social media?

Listening to guests has always been a huge part of the boloco brand. John, our CEO, is an early adapter, and joined Twitter a little more than three years to listen and engage. Promotion via social media is not our top priority, although it is helpful with spreading the word about in-store promotions, events we’re a part of/sponsor, non-profits and charities we support, etc.

How did you become directly involved in the efforts?

I joined the boloco team in June and have been directly involved with Twitter, Facebook,[email protected], and guest relations since day one.

Do you have a mission statement for your social media efforts?

Not a technical mission statement. As I said, our objective with social media is to listen and respond to every one of our guests. Ever guest deserves a response. Whether the feedback is positive, negative, or neutral, we just want to create a dialogue and let them know we’re interested in what they have to say.

What networks are you active on and what is your favorite one?

Twitter and Facebook are our primary social media channels. We are also active on Yelp and reply to each and every Yelp review. I wouldn’t say I have a favorite. They’re all useful for different things.

How are you measuring success?

We don’t have any strict parameters when measuring “success”… and we know we can always do better. We know we’re on the right track when we get recognized for our social media efforts- whether it be a blog post, being asked to guest speak to local college classes, etc. If we can make just a few people’s day better, whether it be by adding an extra freebie on their boloco card so they can bring a friend with them (for free) on their birthday, or having our crew send over a free cookie after seeing a foursquare check-in, those are all examples of success!

How many people are on your SM team?

The team consists of me and our CEO John Pepper who occasionally chimes in on the conversation.

What are the engagement levels like?

Our goal is to respond to every form of communication, whether it be Facebook, Twitter, or otherwise. Our number of @ replies and RTs far surpass any promotional messages. I’d estimate we interact with at least 20 guests on a given day through all forms of social media.

What do you see as the biggest wins for social media?

Social media is just another way for us to let our guests know that we’re listening and open to any and all feedback. We’re no longer limited to email or phone; Tweets, Facebook, Yelp, etc. are just as important. Allowing us to learn about the guest experience, what we’re doing right, and what we’re doing wrong, allows us to make changes (and huge improvements) to our company based on the feedback. In a sense, it can also be looked at as free market research – feedback on products, music, flavors, service… all very important things to us.

Why should companies utilize social media?

Companies should use social media to listen and interact with their guests. It should be a tool to assure guests that “we’re always listening” and what guests have to say really matters, no matter if it’s good, bad, or indifferent. Less importantly, social media is a great way to promote – our in-store promotions called Friends with Benefits, Snoloco specials, survey our guests (ask about preferences in flavors, beverages, etc.), and tie-in social media with non-profits or charities we are promoting.

Chances are that you have a favorite eatery in your hometown or current city. Whether it is burgers, soul food or sushi, you know that you can go there and get some deliciousness. For me it’s a Boston-based eclectic burrito place called boloco. Now before you go thinking its just rice, beans and meat, take a second to peruse their menu and you’ll see my personal favorites – the buffalo and Memphis burritos along with some other goodies. If you are in Boston and haven’t tried them out, go do it today – you’ll thank me for it.

Now the purpose of this blog is not to wax poetically about gastronomical goodness, but rather conversational media. If you look at Boloco’s website you’ll see that “Join the Conversation” is center stage with a steady stream of tweets (well off-right, but whose keeping score) and if you happen to walk by one of their stores, you’ll see a chalkboard reminding you to check in on foursquare and noting the current mayor, who also gets free menu items on Mondays.

Given my love affair for their burritos and their social media efforts, I wanted to reach out and meet the person who sat behind the account. After countless back and forth’s on things through the months, I finally met Sara Steele-Rogers at the Mega-Tweetup a few months back and had been tweeting back and forth about random things. One thing led to another and I asked her if she’d be willing to peel back the foil and take us behind the scenes of Boloco’s social media strategy.

How did Boloco start out in social media?

Listening to guests has always been a huge part of the boloco brand. John, our CEO, is an early adapter, and joined Twitter a little more than three years to listen and engage. Promotion via social media is not our top priority, although it is helpful with spreading the word about in-store promotions, events we’re a part of/sponsor, non-profits and charities we support, etc.

How did you become directly involved in the efforts?

I joined the boloco team in June and have been directly involved with Twitter, Facebook,[email protected], and guest relations since day one.

Do you have a mission statement for your social media efforts?

Not a technical mission statement. As I said, our objective with social media is to listen and respond to every one of our guests. Ever guest deserves a response. Whether the feedback is positive, negative, or neutral, we just want to create a dialogue and let them know we’re interested in what they have to say.

What networks are you active on and what is your favorite one?

Twitter and Facebook are our primary social media channels. We are also active on Yelp and reply to each and every Yelp review. I wouldn’t say I have a favorite. They’re all useful for different things.

How are you measuring success?

We don’t have any strict parameters when measuring “success”… and we know we can always do better. We know we’re on the right track when we get recognized for our social media efforts- whether it be a blog post, being asked to guest speak to local college classes, etc. If we can make just a few people’s day better, whether it be by adding an extra freebie on their boloco card so they can bring a friend with them (for free) on their birthday, or having our crew send over a free cookie after seeing a foursquare check-in, those are all examples of success!

How many people are on your SM team?

The team consists of me and our CEO John Pepper who occasionally chimes in on the conversation.

What are the engagement levels like?

Our goal is to respond to every form of communication, whether it be Facebook, Twitter, or otherwise. Our number of @ replies and RTs far surpass any promotional messages. I’d estimate we interact with at least 20 guests on a given day through all forms of social media.

What do you see as the biggest wins for social media?

Social media is just another way for us to let our guests know that we’re listening and open to any and all feedback. We’re no longer limited to email or phone; Tweets, Facebook, Yelp, etc. are just as important. Allowing us to learn about the guest experience, what we’re doing right, and what we’re doing wrong, allows us to make changes (and huge improvements) to our company based on the feedback. In a sense, it can also be looked at as free market research – feedback on products, music, flavors, service… all very important things to us.

Why should companies utilize social media?

Companies should use social media to listen and interact with their guests. It should be a tool to assure guests that “we’re always listening” and what guests have to say really matters, no matter if it’s good, bad, or indifferent. Less importantly, social media is a great way to promote – our in-store promotions called Friends with Benefits, Snoloco specials, survey our guests (ask about preferences in flavors, beverages, etc.), and tie-in social media with non-profits or charities we are promoting.

Chances are that you have a favorite eatery in your hometown or current city. Whether it is burgers, soul food or sushi, you know that you can go there and get some deliciousness. For me it’s a Boston-based eclectic burrito place called boloco. Now before you go thinking its just rice, beans and meat, take a second to peruse their menu and you’ll see my personal favorites – the buffalo and Memphis burritos along with some other goodies. If you are in Boston and haven’t tried them out, go do it today – you’ll thank me for it.

Now the purpose of this blog is not to wax poetically about gastronomical goodness, but rather conversational media. If you look at Boloco’s website you’ll see that “Join the Conversation” is center stage with a steady stream of tweets (well off-right, but whose keeping score) and if you happen to walk by one of their stores, you’ll see a chalkboard reminding you to check in on foursquare and noting the current mayor, who also gets free menu items on Mondays.

Given my love affair for their burritos and their social media efforts, I wanted to reach out and meet the person who sat behind the account. After countless back and forth’s on things through the months, I finally met Sara Steele-Rogers at the Mega-Tweetup a few months back and had been tweeting back and forth about random things. One thing led to another and I asked her if she’d be willing to peel back the foil and take us behind the scenes of Boloco’s social media strategy.

How did Boloco start out in social media?

Listening to guests has always been a huge part of the boloco brand. John, our CEO, is an early adapter, and joined Twitter a little more than three years to listen and engage. Promotion via social media is not our top priority, although it is helpful with spreading the word about in-store promotions, events we’re a part of/sponsor, non-profits and charities we support, etc.

How did you become directly involved in the efforts?

I joined the boloco team in June and have been directly involved with Twitter, Facebook,[email protected], and guest relations since day one.

Do you have a mission statement for your social media efforts?

Not a technical mission statement. As I said, our objective with social media is to listen and respond to every one of our guests. Ever guest deserves a response. Whether the feedback is positive, negative, or neutral, we just want to create a dialogue and let them know we’re interested in what they have to say.

What networks are you active on and what is your favorite one?

Twitter and Facebook are our primary social media channels. We are also active on Yelp and reply to each and every Yelp review. I wouldn’t say I have a favorite. They’re all useful for different things.

How are you measuring success?

We don’t have any strict parameters when measuring “success”… and we know we can always do better. We know we’re on the right track when we get recognized for our social media efforts- whether it be a blog post, being asked to guest speak to local college classes, etc. If we can make just a few people’s day better, whether it be by adding an extra freebie on their boloco card so they can bring a friend with them (for free) on their birthday, or having our crew send over a free cookie after seeing a foursquare check-in, those are all examples of success!

How many people are on your SM team?

The team consists of me and our CEO John Pepper who occasionally chimes in on the conversation.

What are the engagement levels like?

Our goal is to respond to every form of communication, whether it be Facebook, Twitter, or otherwise. Our number of @ replies and RTs far surpass any promotional messages. I’d estimate we interact with at least 20 guests on a given day through all forms of social media.

What do you see as the biggest wins for social media?

Social media is just another way for us to let our guests know that we’re listening and open to any and all feedback. We’re no longer limited to email or phone; Tweets, Facebook, Yelp, etc. are just as important. Allowing us to learn about the guest experience, what we’re doing right, and what we’re doing wrong, allows us to make changes (and huge improvements) to our company based on the feedback. In a sense, it can also be looked at as free market research – feedback on products, music, flavors, service… all very important things to us.

Why should companies utilize social media?

Companies should use social media to listen and interact with their guests. It should be a tool to assure guests that “we’re always listening” and what guests have to say really matters, no matter if it’s good, bad, or indifferent. Less importantly, social media is a great way to promote – our in-store promotions called Friends with Benefits, Snoloco specials, survey our guests (ask about preferences in flavors, beverages, etc.), and tie-in social media with non-profits or charities we are promoting.