Social media in service: An analysis of the top 20 restaurants in New York and Lima

Is there any similarity in the restaurant industry between New York and Lima? From the experiences of a technologically more developed, what lessons could be learned by a country which is developing new uses and access to new technologies? The service industry contributes 60% to Peruvian GDP and in the last 10 years, the Peruvian GDP has grown at a rate of over 6% annually. In the service industry, one of the most developed and internationalized is the restaurant industry. Moreover, about one third of the Peruvian population has an account on Facebook (according to Facebook, 9´566,320 of its users live in Peru), this data is certainly a reason for all companies involved in developing a strategy marketing that exploits this media. Facebook is the most used social network service worldwide. Based on an in-depth analysis of the top 20 restaurants in New York, according to a Zagat ranking, we will examine how these restaurants use their social media and what could be learned for the development of this tool in Peru. On the other hand, we will also perform an exhaustive analysis of the top 20 restaurants in Lima, to see if they are on the right track, and what could be improved in the use of these tools. Finally, a comparison is made to formulate recommendations learned from one of the most important gastronomic cities with a highpaced city life. The quality of its restaurants and access to new technologies make NYC a city with an interesting benchmarking to compare to others, and to evaluate for its management of new tools to manage customer service and marketing.