Social media is about so much more than fans and followers. Sometimes the best wins can come from simply paying attention to your audience, caring about what they have to say and then reacting in a courteous and professional way. If you want a community and want to empower positive WOM (word of mouth) marketing opportunities, then you need to listen and react accordingly.
This past weekend a follower tagged our client @MichtersWhiskey in a tweet that included the picture to the left and the below message:
“Welp……guess I gotta drink it all. #idontwantto #ihaveto #nochoice #sacrifice #brokencork #qualitycontrol #michters @MichtersWhiskey”
The tone was not super negative, but the person was not very pleased with a malfunction on the cork of his newly opened bottle. We sprung right into action and direct messaged him to get more details regarding what happened.
After some back and forth with him we remedied the situation and we explained that quality control is very important to us. We wanted to let him know he was heard and that the brand cares.
He was very appreciative and thanked us via DM and then went ahead and tweeted out a message letting the Twittersphere know as well. Here we quickly turned a negative situation into a positive brand engagement and forged a deeper relationship with a fan. The WOM from this engagement is also sure to put the brand in a good light with anyone he shares the story with. Mark it as a social “small ball” win.