So today I got a flat tire. A flat tire is never welcome, but the timing for this one was really bad. I was stuck in rush hour traffic, with the kids, on the way to school. Did I mention it was raining? So, while I’m waiting for road side help, I went to Twitter and here’s what happened.
Brilliant. @FirestoneAuto had a social media plan in place. They were actively listening for key phrases that would connect them to customers. They were building brand advocates. It worked. I will fight you if you say something bad about Firestone Auto Care. I wasn’t a customer before but I will be now. Well done.
It gets better. @RelationalEQ sent me coffee to turn my morning around. GET OUT OF TOWN! WHAT!? Another brand advocate made.
Bonus lesson: Starbucks is the secret sauce here. How long until other retailers catch on that sending goodies through Twitter is a great idea?
Have a great day.
