Boloco is a Boston-based group of 18 restaurants located throughout New England that serve traditional and globally inspired burritos, bowls, salads, smoothies, and shakes using a blend of bold, inspiring and often unexpected ingredients. Currently, Boloco engages with their customers via email, Twitter, facebook , and YouTube - and in person. Listening to their customers is part of the company's DNA. For every customer comment, there is an appropriate response within the channel originally used. The Boloco team strives to be as transparent as possible - owning up to mistakes, in some cases by re-tweeting a complaint with a response. Response time is quick, leaving people sometimes wondering if the social team handling the accounts ever sleep. Passion. The good people from Boloco are not short on passion. Passion for their product, but mostly passionate about their guests and the experience. This is evident in their communication on social network sites with their communities. Social media has given them a real-time platform to solicit feedback on their product and interact with guests. Sure, many companies can say the same, but with Boloco, they prove day in and day out that they are listening and taking the time to regard each and every social interaction, and respond to it. Conversations about abbreviations for brevity to proper use of emoticon are discussed - and often as digital communication does not have the same cues that verbal does. Considerations like these drive the social team to evaluate how they serve their digital community when they do not have a Boloco burrito in hand. Boloco's CEO, John Pepper was recently asked in Forbes Magazine about how his team uses social media. He responded, "We use social media primarily as a tool to continue an ongoing dialogue with our fans (and foes) outside of the four walls of our restaurants. We are very flattered when we receive positive feedback, and we are very appreciative and try to be super responsive when we receive negative feedback. Social media allows us to bring our teams and our restaurants to life even for those who aren’t presently in one of our restaurants… our goal is to be appealingly off-center (ie. never boring!), to not take ourselves too seriously, and to strive for 100% honesty even when it hurts."
Boloco Website - http://www.boloco.com | Boloco on Facebook - http://www.facebook.com/boloco | Boloco on Twitter - http://www.twitter.com/boloco | Boloco's CEO on Twitter - http://www.twitter.com/bolococeo | From Forbes - The CEO of Boloco's Social Media Strategy - http://www.forbes.com/sites/danschawbel/2011/12/16/the-ceo-of-bolocos-social-media-strategy/
