Brand agility: turning social media moments into wins

🗯️ Remember that time a woman complained that the Waterproof North Face jacket did not work because it got completely wet from the rain and North Face's response was to deliver a new one to her by helicopter. That video (and North Face response) went VIRAL!

But even more viral? The story behind their lightning-fast reaction. Turns out, speed is everything in the wild world of social media. ⚡

Here's two examples why hitting the gas pedal is crucial for brands:

1️⃣ Double-time the exposure: An unexpected TikTok prove the power of real-time engagement. Months ago, a woman posted a video of her car fire, with the only survivor: her trusty Stanley mug. Within 24 hours, Stanley's founder hopped on the trend with a quick video response and give her a new car. BOOM! Millions of views and brand exposure.

2️⃣ Turning frowns upside down: Speed isn't just about capitalizing on positive buzz. An Amazon customer tweeted about a defective product they had received. Amazon responded quickly with an apology and a promise to send a replacement product free of charge. The brand's prompt and easy-to-use return policy helped to alleviate the customer's frustration and maintain their loyalty.

📌  So, how to become a social media speedster?

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