A recent Twitter exchange between Pret a Manger and an unhappy customer offers an important reminder that every customer interaction should be treated as an opportunity to deliver a positive, if not hilariously memorable, experience. The exchange started out innocently enough when a customer tweeted the brand about the taste of a crayfish and avocado
For a few lucky fans who sent direct messages to Mercedes-Benz USA via Facebook and Instagram this past holiday season, Mercedes-Benz sent back more than a simple response. Inspired by the approximately 100 messages the company gets on Facebook and Instagram every day, the company launched the #MBSecretSanta program to reward customers—current and prospective—who engaged
‘Tis the season for fun and festive holiday-themed offerings from companies. But, what happens when your company’s holiday product doesn’t quite meet consumer expectations? As Reese’s recently found out, taking on critics in a clever way can actually generate more brand goodwill. It started innocently. Consumers purchased Reese’s Peanut Butter Cup Trees, expecting to find
Author’s Note: A special shout out goes to Scott Monty, for sharing this campaign in his This Week in Digital blog post, which is worth signing up for. While we often hear about the dangers of texting and driving, Ford has taken to its Instagram account with an ongoing series of simple yet powerful images
Sprite’s recent Snapchat campaign in Brazil is making waves worldwide for successfully generating over two million views in days. Called “RFRSH Na Lata,” or “refresh on the can,” the campaign runs through November 27 and offers Snapchat users a chance to appear on the company’s soda cans in Brazil. For a chance to appear on