Reflection on Social Media Case 4: Nestle's "Funner Menu Options"

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 The Nestle Company has been known for their electronic customer services. People reacted very well to their customer service over others because of their options to listen to an electronic response or to choose to talk to a person. This is not why Nestle had a viral experience with social media however. This company decided to include within their customer service responses a “Funner Menu Option.” Within this menu option they offered jokes as well as sounds of different actions that would no doubt put a smile on the listeners face, and it did exactly that.
News started getting out about Nestle through someone creating a Reddit with the phone number to call customer service, promising that the call would be worth it if they pressed 4. Once posted the calls started flooding in and the reactions were mostly positive. At first this seemed a little overwhelming to those who worked in customer service with Nestle, but this attention was bringing them so much more attention than ever before, and positive attention at that. There were a few who commented in the thread who tried to spread a negative message about Nestle within the threads, but those were drowned out by all of the positive reactions to “Funner Menu Option.”
This menu option could have easily been hijacked much like the “McDstories” hashtag. So why wasn’t it? I think that the reason it wasn’t like the McDonalds hashtag is because Nestle didn’t try to sway the public to react in a certain way. I found this to be an interesting approach to boosting company moral. By just making their company a little bit more fun, it brightened everyone’s day thus brightening their view of the overall company. Granted, people did try to hijack this approach, but it brought people too much joy overall for that to stick… Which was genius targeting on Nestlé’s part. 

Comments

  1. JButlerFebruary 14, 2018 at 9:57 PM

    Good job!

    ReplyDelete
  2. Erin SwearingenFebruary 15, 2018 at 10:53 AM

    Awesome job Keslie! I really like how you compared this to McDonalds case of creating their own hashtag. I think that soemthing like that is super important to note in today's world that companies can let comsumers advertise for them, and its FREE, they just have to give them the tools to do so.

    ReplyDelete
  3. UnknownFebruary 15, 2018 at 10:11 PM

    Great job! I also thought it was interesting to see the difference between nestle’s phone menu and McDonald’s hashtag campaign. Well done!

    ReplyDelete

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