18 Sep 2013

Trying To Do Social Right… By Insulting Your Product?

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So this company called Firebox makes a game called Bite the Bullet which consists of twelve chocolate “bullets” – one containing a very hot pepper.  You play a Russian Roulette type game where each person eats a chocolate and one gets the very hot surprise.  Their website allows customers to comment on the product, and the sales staff has done a decent job of trying to respond to customer comments.  But then there are these:

Screen Shot 2013-09-18 at 9.55.41 AM

Screen Shot 2013-09-18 at 9.55.20 AM

Working diligently to address customer complaints is a good thing, but admitting that your product is of low quality, needs improvement, or just “isn’t that bad” is not a good thing. Distracting from the complaint by saying the product tastes awful, but “the box was nice” is also an epic failure.

This is a perfect example of how the best intentioned company can try to do social right, but still get it very wrong.

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