Qdoba Mexican Grill reminds us to reward our brand ambassadors

February 10, 2011
By

It’s no secret that I love Qdoba Mexican Grill. I talk about them, I tweet about them, and you can find me scarfing some three-cheese nachos at least once a week. And don’t you dare ask me about that other Mexican grill that starts with a C — it’s not even on my radar.

But this isn’t a blog post about how delicious Qdoba is (But seriously, you should try it, if you haven’t already). Because not only do they do food well, but they also do social media well. I’ve developed a great rapport with the folks on the Qdoba Detroit Facebook page, where they frequently have trivia contests with food giveaways. But the real kicker is that the corporate Qdoba Twitter page, the guys tweeting from the company headquarters in Denver, have taken the time to engage with me on a meaningful level.

The other day a friend of mine tweeted about visiting that other Mexican grill that starts with a C. I kindly nudged said friend and suggested he start to familiarize himself with Qdoba instead. This sparked an entire side conversation with a handful of my other friends on Twitter, some chiming in to ask if Qdoba was any good because they had never been, others suggesting that the company offer me some free food for my brand loyalty.

But I wasn’t expecting anything to come of the conversation. I wasn’t crossing my fingers for free food or asking Qdoba to give me a cookie. Yes, I included their Twitter handle in my tweets, but they could have very easily skimmed over the conversation and went about their business. But they didn’t.

They joined in. Several times:
And what’s cool is that they remembered something about me from a previous conversation via Twitter — the somewhat-unique way in which I order my meal.And not only in that moment did I feel more special than their other 5,592 followers, but they also threw a cherry on top: five free entrees. Just because.

And the thing is, they don’t have to give me free stuff to keep coming back — I’ve already bought in hook, line and sinker. But they know that making someone like me, an ambassador for their brand, just a little bit happier means I’ll continue to engage and continue to talk to others about my experience. I mean, I wrote a blog post about it, didn’t I?

It’s something to think about when considering your own product or service. Do you empower your ambassadors? And I’m not talking about handing out free stuff all day. Do you thank them for being so loyal? Sometimes a simple “thanks for doing business with us” can go a long way.

Post by Erica Finley, digital media strategist at The Urbane Way and @Erica_Urbane on Twitter. At The Urbane Way, we specialize in social media marketing and PR and lifestyle branding. How can we help you?

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