With social media taking over the world, like a conquering hero, it is increasingly important that big brands have dedicated teams set up to respond to their audience as quickly as possible. Some brands now give their teams fabulous nicknames - Xbox’s Elite Tweet Fleet, we’re looking at you! - to help them appear more approachable and human.
We all love a bit of a giggle now and again, so let’s take a look at some of our favourite social media wins from the last few years.
1. Tesco - William the Worm - 2016
When Wes Metcalfe found a worm in a cucumber, he took to Tesco’s Facebook page to complain. ‘Upon opening my cucumber I discovered a worm inside the wrapping.’ he wrote, ‘I thought - at last, finally Tesco have come up with something to beat Aldi's free spider with bananas offer.’
Rob from Tesco’s customer care team quickly jumped in on the action and replied to the tongue-in-cheek complaint with his own ‘heartfelt’ reply and a witty poem to celebrate William’s life and death, An Ode To William.
2. Reactions to the Luis Suarez World Cup Biting Incident - 2014
Seconds before Uruguay scored the only goal of the match, Luis Suarez reportedly bit Italian defender Giorgio Chiellini’s shoulder. Within minutes, brands such as Snickers, 2014 FIFA World Cup sponsors Listerine, Cinnamon Toast Crunch and Nando's UK took to Twitter in response, mentioning and tagging him in their hilarious responses. We’d personally rather have a burger!
3. Skyscanner’s 47 Year Layover - 2016
In 2016 James Lloyd posted a screenshot of a recommended journey on Skyscanner’s Facebook page, showing a 47 year layover in Bangkok. Instead of just rectifying this and apologising as he probably expected, Skyscanner’s customer service agent, Jen, instead suggested some fun activities that Mr Lloyd could undertake to fill his time (as well as passing it to the tech team to look into).
4. Southern Rail - #AskEddie - 2017
July 2017 saw Southern Rail gaining a lot of good publicity when they handed over the Twitter reins to Eddie, a 15 year old boy who was on work experience.
The Twitter community quickly came to love him after his hilarious quick-witted responses, and when another member of the team, Neil, jumped in to reply, users quickly questioned where Eddie had gone. All in all it was a fabulous thread to follow, and some really good experience for Eddie.
5. Sainsbury’s - Giraffe Bread - 2012
In 2012 Sainsbury’s officially changed the name of it’s tiger bread after receiving a letter from 3 ½ year old Lily Robinson saying that it looked like the bread had the markings of a giraffe and not a tiger. A couple of weeks later she received a reply from the Customer Manager, Chris King (age 27 & ⅓) agreeing with Lily that the original creator of the loaf might’ve been ‘a bit silly’. And, after the letters went viral, Sainsbury’s did indeed change the name to giraffe bread.
Take the pressure off your full-time team and spread the workload by outsourcing your community management, moderation and engagement to us. We can't promise that our content will go viral, but we have been told that we're pretty good at this social media malarky...;)
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