Nowadays contact with your favorite (or least favorite) brands is only a tweet away. We’ve all seen it: a customer is angry with a product or service and they take to Twitter to call out a bad experience. I’ve done it myself. This gives the brand a chance to fix the problem, to make things right, to reach out to the customer and retain their business. I recently saw a tweet that blew me away: I took a screenshot, saved it, and am writing about it today.
See the tweet here:
What the person known as @QuashTagGaming did was complain about a product. DiGiorno was paying attention and took advantage of the opportunity to, at the very least, gain some visibility, and in this case, earn a lifelong customer.
I reached out to @QuashTagGaming, and he told me Domino’s did eventually reach out to him.  He told them they were too late, and he was with DiGiorno now. He told me that his family now buys DiGiorno pizzas every weekend. Not only did DiGiorno gain a lifelong customer, but he’s telling people about it. Besides anyone who he’s told this story to in person, his 1700+ Twitter followers (and the followers of anyone retweeted it) read his story. And now you, too, know his story. I’m not saying everyone who read the tweet would automatically be a lifelong DiGiorno customer, but it shows what kind of a company they are. It’s great PR, all at the cost of 3 pizza coupons.
This was an amazing move by a frozen pizza company, and it shows the power of social media. You can reach out to users for more than just damage control when they are upset- you can actually get new customers if you think out of the (pizza) box. In this case, DiGiorno found a customer that was unhappy with the competition and won them over. How will you use social media to build your brand and expand your customer base?
 

We’ve all received a disappointing pizza delivery, had a mediocre frozen pizza, & experienced equally underbaked customer service. The difference maker? A tweet. Share your thoughts below or email Eric directly.