EAT-ing is Tweet-ing

It started with a Tweet…

https://twitter.com/oli/status/217158091970580480

…and ended with perfect coffee, and some complimentary cake.

I wasn’t expecting anything when I mentioned the rather horrible coffee from EAT yesterday morning. I was venting. The best I was hoping for was an acknowledgement.

However, the real reason i’m impressed is because EAT didn’t do anything beyond what they normally do in-store, they just started the conversation online. They offered me a (delicious) replacement, and made sure that I head to EAT when I step out for lunch or need a pick me up in the morning.

It can be easy to forget that ‘social media’ is mostly just a chance for a direct conversation with someone. If you’re a brand or business who does this regularly with your customers over a till point, don’t replace what you already know.