MKTG4505SU16
Being the
well-known coffee company that Starbucks is, they should be utilizing Social
Media and posting the best content available. The following post from the
Starbucks Facebook Page was posted on July 12, 2016 at 10:00 am.
This was a very
successful post for many reasons, the first being the amount of feedback they
received. There were over 423,000 likes/reactions, over 40,000 shares and over
34,000 comments.
Another reason
this post was such a success was the way that Starbucks responded to a customer’s
complaint. A screenshot below captures the exchange.
Starbucks took
the opportunity to engage with an unhappy customer. Instead of bashing or
insulting the upset poster, Starbucks took the opportunity to inform their
Facebook audience and promote goodwill surrounding their brand. Starbucks took
a negative comment and was able to spin it in a good light for them, while not
being rude or distasteful.
All content was
found on the Starbucks Facebook page:
Morgan M.
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