The Social Media is now becoming one of biggest communication platform in the world, and as the result, people are now depending on this channel to connect and also to search for the essential information. Furthermore, netizens also tend to share their experience, memories, tips for others as advisors in all aspects of life. Without Sharing - Learning - and of course Liking, the Social Life is nothing. F&B, a part of the Hospitality industry, is now affected by the Social Media. In more details, customers have changed their service behavior by adding 'searching & reading' step as the first step in their process. This means customers will search for a place and read reviews and ratings of this place before making decisions and visiting. So that it's clearly that peer-to-peer reviews have become increasingly important in recent years, to the extent that half of the visitors will not choose a place before consulting an online review site.
'Hear me' is one of the emerging elements of the service experience that matter to your customers. It means the customers call for the service provider to understand their situation and listen to their needs. So it's unquestionably the service provider always wish to discover the way to approach and respond to customers' feedbacks. Thus those businesses that listen to the customers carefully and truthfully tend to get the high ranking on their service network.