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In the U.S., they have 57 stores, and each averages 40,000 sq.ft. of gaming and restaurants. July 2010 marked their first anniversary of doing social media. Customers are totally online, especially the 18-24 and 25-34 age groups, talking about food and entertainment; Dave & Buster’s benchmark themselves against casual dining because it has similar demographics. They go to where the customers are. There’s a fundamental shift (in marketing), and we have to get social media into the decision set. Facebook is the most important right now. We have a new data warehouse and customer surveys. […] The WSJ succeeded in charging for content because their content was traditionally part of their customers’ workstreams. When your livelihood depends on something, you pay. Most “news” and media entertains, it has little financial impact. […] |
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At the enterprise social business engagement Engaging Times Summit, Mike gave an overview of the Alterian software stack and a preview of their new platform. The key takeaway is that Alterian is not a social media company, its core competency is deep marketing data analysis. That said, their SM2 platform is one of the social media monitoring leaders [disclosure, I’m an SM2 client].
Continuing the social business Engaging Times Summit, Donna shared Western Union’s social media journey thus far and where they are going. They are still in the early stages, having been limited by regulation (in the financial services industry). Spun off from erstwhile parent First Data in 2006, Western Union has more room to maneuver, and its CEO and CMO have become social media enthusiasts.
Social Business Case Study: Jennifer DeMarco Herskind, Dave & Buster’s summarized how Dave & Buster’s was beginning to see results from their social media initiatives. She presented it at Alterian’s Social Business Engaging Times Summit.