Kettlemans Recipe for Social Media Success and Personalized Customer Experiences

In the bustling world of the food service industry, where every bite and byte counts, Kettlemans Bagel Co. has carved out a niche for its delicious bagels and innovative approach to customer engagement and digital presence. Founded in 1993 in Ottawa by a visionary longing to bring a taste of Montreal to his hometown, Kettlemans has grown from a single location to a beloved chain with nine locations across Canada. Emma Latreille, communications manager at Kettlemans, shares insights into how the brand has embraced the digital age, particularly through social media, to enhance customer experience and expand its reach.

Social Media Strategies and Best Practices:

Emma Latreille highlights the transformative power of social media in reaching and engaging with Kettlemans diverse audience. With the onset of the COVID-19 pandemic, Kettlemans Bagel accelerated its digital transformation, focusing on platforms like TikTok to showcase the behind-the-scenes magic of bagel making. This created engaging content and allowed Kettlemans to connect with a broader audience, including the younger demographic prevalent on Instagram and TikTok.

Kettlemans approach to social media is nuanced and strategic. Content is tailored to the platform and its audience—more mature themes for Facebook's older demographic and dynamic, visually appealing content for the younger users of Instagram and TikTok. This targeted strategy is backed by trial and error, highlighting the importance of adaptability and responsiveness to audience preferences.

"It took me a very long time to try and figure out what our content should be based on what our users really enjoy. But a great example of one of our top ones that always does very well is obviously because we're a bagel restaurant. People like to see the whole process from the start all the way to the end. So we use a lot of contents like that, like different angles, different aspects of it, and we'll play around with what does really well."

—  Emma Latreille, communications manager at Kettlemans.

Personalization and Customer Experience:

Personalization is key to creating memorable customer experiences in today's digital age. Kettlemans leverages its app to offer a seamless ordering process, rewards, and personalized promotions. Features like birthday rewards and location-based push notifications enhance convenience and foster a sense of community and belonging among customers.

Moreover, Emma emphasizes the significance of direct communication with customers, especially in managing reviews and feedback. By personally addressing customer concerns and feedback, Kettlemans demonstrates a commitment to quality and customer satisfaction, turning challenges into opportunities for improvement and engagement.

"I personally take care of all of that myself, so I will always either comment back or send them a private message just to get them to kind of explain more like the reason behind the maybe more so negative review to see where Kettlemans has some opportunities to grow as well as try and make the situation and rectify the issue at hand with them to give them kind of another opportunity to come in and give us a try. Doing so shows that we care about our customers and go the extra mile to ensure they're well taken care of."

—  Emma Latreille, communications manager at Kettlemans.

The Role of Data and Customer Feedback:

Customer feedback and engagement heavily influence Kettlemans approach to innovation and menu development. Suggestions for new bagel flavors or sandwich combinations are actively solicited and considered, illustrating the brand's dedication to customer-centric innovation. This engagement enriches the menu and strengthens the bond between Kettlemans and its customers, making them co-creators of the experience.

Closing Thoughts

Kettlemans success story offers valuable lessons for restaurant operators in the digital era. By embracing social media, prioritizing personalization, and fostering open customer communication, businesses can enhance customer experience and build a loyal community. Emma Latreille's insights provide a roadmap for leveraging digital tools to survive and thrive in the competitive foodservice landscape.