Did you know customers stood by the Coffee Brand @sleepyowlcoffee when it delivered products in the wrong packaging?
Wrong packaging could've resulted in a deluge of bad customer reviews - But this BRAND HACK saved them.
Read the amazing story of Sleepy Owl's #brandloyalty
Wrong packaging could've resulted in a deluge of bad customer reviews - But this BRAND HACK saved them.
Read the amazing story of Sleepy Owl's #brandloyalty
When the #pandemic hit the world in 2020, businesses were caught off-guard. Sleep Owl was no different. From their Inventory getting stuck on the highway for 45 days to running out of packaging -The new coffee brand was navigating a host of operational & financial problems.(1/9)
When @sleepyowlcoffee ran out of packaging for their hero product i.e. the original cold brew with which they entered the coffee market, the brand had 2 choices - And NEITHER of them were easy.
#branding #storytelling (2/9)
#branding #storytelling (2/9)
1. Stop Taking Orders for their most popular flavor, and suffer losses worth $$$$
2. Ship the product in different packaging and take the risk of negative branding. (You know where angry customers post their reviews, don't you? 🤐) (3/9)
2. Ship the product in different packaging and take the risk of negative branding. (You know where angry customers post their reviews, don't you? 🤐) (3/9)
Sleepy Owl decided to take the risk and ship their Original Cold brew Using the packs of ‘dark roast’ flavor.
But here's the brand hack that changed things: They were brutally honest about the crises, and intimated the customers on what was really happening. (4/9)
But here's the brand hack that changed things: They were brutally honest about the crises, and intimated the customers on what was really happening. (4/9)
With every order of cold brew, they sent a short, sincere, and non-pretentious apology note 👇 (5/9)
"We are sorry for the switch. The packaging of the original cold brew has been slightly delayed due to the pandemic.We didn’t want to keep you waiting for your brew. So this is a quick-fix"
And there was never a negative review about the glitch in the packaging.
(6/9)
And there was never a negative review about the glitch in the packaging.
(6/9)
Brands try to portray a "We-are-super-successful" image in front of customers.
But here's the thing: Customers are smart & more empathetic than you realize. They know that failure & crises are realities. Failure makes us human & makes brands more real (7/9)
But here's the thing: Customers are smart & more empathetic than you realize. They know that failure & crises are realities. Failure makes us human & makes brands more real (7/9)
Customers prefer:
Honest failures over pretentious success stories.
Consistency over perfection.
@sleepyowlcoffee's decision to make their customers a part of their crises is the BIGGEST LESSON in BRAND LOYALTY. (8/9)
Honest failures over pretentious success stories.
Consistency over perfection.
@sleepyowlcoffee's decision to make their customers a part of their crises is the BIGGEST LESSON in BRAND LOYALTY. (8/9)
Liked this thread?
RT & follow me: I dissect real-life hacks that brands use to become viral & successful.
If you are interested in how Sleepy Owl carved a niche of its own in an already competitive ☕️ market - I've a thread coming this week! Follow @prans_rocks to stay updated!
RT & follow me: I dissect real-life hacks that brands use to become viral & successful.
If you are interested in how Sleepy Owl carved a niche of its own in an already competitive ☕️ market - I've a thread coming this week! Follow @prans_rocks to stay updated!
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