Question

Please respond with a few sentences and an example. It is for my social media marketing course:

Access to real time customer insight provides the opportunity for Social Business organizations to dynamically calibrate, anticipate, and offer products and services in an effort to meet the need of the consumer in a highly competitive shape shifting marketplace. For this discussion, I would like to to research and reference real world examples of this malleable approach to gauging consumer need. Most recently I read an article about a college student literally getting his Kit Kat candy bar stolen from his vehicle. After posting the story online the actually Kit Kat brand intervened and replenished his vehicle with over 6,500 Kit Kat candy bars. This is a perfect example of a company leveraging a real-world situation and immediately reacting therefore creating visibility, awareness, and good publicity for the brand. What kind of stories have you come across?

Answer 1

Amazon is a firm which has its main objective as Customer satisfaction and the below is a real world example for the same -

An individual has ordered a couple of bean bangs in Amazon which it promised to deliver by a certain date. It wasn't delivered to the customer's address though the date passed but on tracking, the package status was updated as delivered. The individual called up the customer care and highlighted the issue that the package wasn't delivered. After a couple of inquiries, Amazon refunded the amount though it still showed the staus as delivered at their end. After a couple of days, the individual found his package in one of the 4 buildings of his apartment and called Amazon to make them know that his package was delivered but it was lying elsewhere in the same apartment. The customer informed Amazon to take back the refunded amount, out of his honesty, but Amazon didn't take back the refund, and out of surprise, offered the customer his bean bags for free appreciating his honesty. This created a very favourable impression in the mind of customer and can be considered as an excellent example of customer satisfaction.