"When people are in the mood for a really good porterhouse in Minneapolis, they often head to Manny’s Steakhouse. Recently, some customers mentioned their meal wasn’t as good as usual. In many cases, a restaurant manager in that situation would have simply given the customers a gift certificate, happy he’d smoothed over a rare complaint. But when Manny’s analyzed social media comments it realized such grumblings were becoming widespread. The eatery was able to trace the issue to a meat supplier—a problem that could have gone unnoticed for months without the social media tipoff. Social media monitoring is about making these kinds of connections. Manny’s was only able to uncover the problem quickly by combining verbal feedback, customer surveys, and social media.