Thursday, 2nd of February 2012
PR triumph for Sainsbury’s
For retail businesses, good customer service has always been of paramount importance, however with social media now firmly a part of our lives, it has never been more so. With the potential of negative comments easily viewed and accessible by consumers, companies are having to continually work to improve their customer service and protect their reputation. For those that get it right though, the rise of social media can work massively in a brand’s favour-as Sainsbury’s recently found out.
After receiving a letter from young Lily Robinson suggesting ‘tiger bread’ should be called ‘giraffe bread’, the BBC reports that retail giant Sainsbury’s has now renamed the bread - go Lily!
Lily Robinson wrote to the supermarket, suggesting that the bread should be called giraffe bread, back in May 2011, not only did she get a personal reply (and a gift card) it seems that she managed to stir something in the Sainsbury’s product team – maybe they knew all along it didn’t look like a tiger?
The letter and its story went around the web and seemed to really shine a positive light on Sainsbury’s for responding to Lily and thanking her for her input. They obviously thought long and hard and have finally decided that she’s right.
Nice move Sainsbury’s – you’ve strengthened your customer service reputation and created some great PR at the same time.
