Home > Questions > Question: Can comment card content be used in social media optimization by a brand?

Question: Can comment card content be used in social media optimization by a brand?

Many of you know I traded a 20 year career in hospitality management to found Chalkboarder. I am still very passionate about the hospitality industry and culinary management/creativity.

Today comes a question from a restaurant friend – that I’d like to get your opinion on.

Can a restaurant (or other business) use content from comment cards in their on-and-offline marketing materials? Should they?

Most comment card systems are anonymous. Should a business be able to use a comment left by a customer, if the customer believes they are just addressing management? Thoughts?

I’d love to hear your thoughts on this in the comment section below..

Disclaimer – all comments below are considered public dialogue and may be used in future blogposts by this author. 🙂

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  1. February 14, 2011 at 12:34 am

    Jeffrey – the answer is a resounding ‘Yes’. Yes they can, and absolutely yes they should!
    One of the benefits of point of experience feedback is its value as testimonial and engagement, and if it is done in real time it also means that the restaurant can act on the feedback, fix the issue AND salvage the customer, before he defects OR worse still defects and gets on Yelp.The biggest issue facing restaurants is defection – yet this can be solved by appropriate feedback techniques whilst the customer is in the restaurant – see http://goo.gl/c2IY

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