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RESTAURANT · GUEST OPERATIONS

Social as a guest-operations and demand-sensing layer.

Social did marketing and operating work at once — resolving guest issues, protecting the relationship and surfacing demand in real time.
Brand:
The Cheesecake Factory
Creators:
Creator pilot across food, lifestyle and culture (names withheld for client confidentiality)
Platforms:
TikTok, Instagram, Facebook
Services:
Creator strategy, organic social, TikTok content development, community management, social guest relations, performance analysis

752

GUEST ISSUES HANDLED (301 escalations + 451 defused)

98 .7%

POSITIVE / NEUTRAL SENTIMENT

503 K

LIKES FROM PROACTIVE CM

3 .98%

CREATOR PILOT ER

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THE CHALLENGE

A new world needs participation, not an announcement

Social as more than a menu board
Social had to do more than broadcast menu news. We used social to drive engagement, support online ordering, protect the guest relationship and surface real demand signals.

  • Connect marketing, community and guest experience into one model.
  • Turn everyday guest conversation into operating value.

The Approach

One model: content, community, guest care

We ran creator storytelling, always-on community management and social guest relations as a single operating model rather than three disconnected functions — resolving escalations, clarifying launches and surfacing demand signals in real time.

The Result

Discovery at scale

An operations and demand layer
Social did marketing and operating work at once.

  • 752 guest issues resolved or defused (301 escalations + 451 issues)

  • 98.7% positive or neutral sentiment

  • 503K likes from proactive community comments

  • 3.98% creator pilot engagement rate across 20.4M views

Community action and resolution rates from platform and CM logs.

Chilly-Goat--4-col 1 (Large)

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