A non-pork eating Chipotle customer took to Twitter his dismay over their pinto beans being cooked in pork, having eating it for years. The CEO quickly contacted him to apologize and shared with him that they implemented a new policy that moving forward all Chipotle restaurants will have this information on their menus. The result? A happy returning customer.
This is an example of brands being human and owning up to it. That’s why we love Chipotle!
People tend to distrust people who show they are flawless and void of human emotions. Likewise with brands. Companies that embrace being human and admitting their flawsomeness have a better chance at connecting with their customers while earning their trust and loyalty. Here’s to a featured flawsome brand, Johnson & Johnson.
Johnson & Johnson’s reinstating the women’s tampon brand, o.b. Ultra. The company announced in 2010 it would discontinued the brand, which sparked a “girlcott” by outraged customers who launched the website to petition the company to reconsider. The site gained widespread support and in late 2011, Johnson & Johnson reinstated the brand with a clever “ENDLESS CELEBRATIONS” microsite dedicated to a series of goofy personal power and apology videos to their customers, coupled with a coupon.
The Girlcott Site
We used our warrior princess alter ego, Xena.
Showing your goofiness and saying you are sorry is flawsome.
Coupons to entice returning customers.
This post is an adapted version of a more comprehensive trend briefing on the act of being flawsome.