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“Every time Main Street Hub has gotten involved and corresponded with customers, they’ve responded back and come back because of that. Main Street Hub strengthens our relationships and customers like what they do.”

David Diehl

200 Fifth, Brooklyn, NY
http://vimeo.com/65073788

200 Fifth Increases Customer Loyalty Through Social Media

Background

For over 26 years, 200 Fifth has been the place for Brooklynites to grab gourmet American grub, enjoy a top-notch beer, and catch the game on one of their 100 flat screen televisions. Known as the “original Brooklyn sports bar,” 200 Fifth enjoys a strong following from locals and hungry sports fanatics alike – and as their business continued to grow, so did their need for a strong presence on social media. With hundreds of reviews on Yelp and Google+ Local alone, owners David Diehl and Mark Gerbush recognized the importance of managing their social media presence, but like most busy restaurant owners, they didn’t have the time or expertise to do it themselves. Wanting to take their social media presence to the next level, they chose to work with Main Street Hub on the Value Plan, which is designed to help local businesses protect their online reputation and attract and retain customers on Yelp, Google+ Local, Facebook, Twitter and Foursquare.

Results

10x the monthly traffic to their Yelp profiles and 14x the customer interactions

On Yelp, more traffic to your profile means more potential customers finding your business. Customer interactions like phone calls to the business, photo uploads and visits to the business website are proof that the internet traffic is converting into real customers. To get these results, Main Street Hub optimized 200 Fifth’s profile by making sure the aspects of their business that made them unique were shown through descriptions, pictures and business information listed on their page. In addition, we monitored and responded to nearly 200 reviews ensuring that each one of those customers felt heard and showing potential customers that 200 Fifth is dedicated to providing great customer service.

Exposure to over 197,000 potential customers on Facebook.

By fully optimizing their Facebook and Twitter presence, our team increased 200 Fifth’s online following and created a place for loyal fans to interact and stay up-to-date with daily sports events. With Facebook’s friend-to-friend connection, the engaging and original content we post to these platforms increased customer interaction and helped spread positive word of mouth across their fans’ networks.

Over 1,000 new visitors and check-ins on Foursquare

200 Fifth’s increased online presence led to a substantial spike in Foursquare check-ins, a strong indicator that fans and followers of the business are becoming regular customers. The Main Street Hub team takes the time to thank each user who checks in and encourage them to follow the restaurant on Twitter.

*metrics over a 5 month period

The Future

By taking their social media a step further 200 Fifth was able to utilize their online following to maintain current relationships while engaging new customers. They use constructive online feedback to provide better customer service and become better operators. 200 Fifth’s online interactions have created a loyal following, and their positive word of mouth will only keep growing as the restaurant continues to generate buzz and connect with customers through social media.