The competition of catering industry is increasing fierce in recent years, and the impacts of social media on consumers is gradually becoming obvious as well. As a result, digital marketing has become one of the most important marketing methods of how catering brands shape their images. Haidilao, which is a representative of service industry, is a typical research object since it is active on TikTok, Red Note, and Weibo. This study explores how Haidilao takes advantage of social media, especially short videos, User-Generated Content (UGC), and employee interaction, to improve customer engagement and brand loyalty, while also analyzing how its multi-platform strategy forms digital marketing ecosystem. By using literature analysis, this study concludes previous research toward digital marketing, UGC, and brand loyalty, while using case analysis to explain the strategies of Haidilao in Tiktok, RedNote, and Weibo. The findings show that Haidilao successfully enhances customer engagement and brand intimacy through short video, UGC, and employee interaction. It combines online content and offline service to create a digital ecosystem, while facing the challenges of content homogenization, rising management costs, and diffusion risks. This study provides management implications for future optimizing strategies.
Research Article
Open Access