A Lesson in Customer Delight on Social Media from Bruegger's Bagels

On Tuesday, I posted a Tuesday Tidbit about social media misbehavior. In a nutshell, a study showed that companies aren't replying to an astonishing 80% of messages they receive on social media.

Today, I experienced first hand the opposite of that. In fact, I was delighted by the customer delight on social media, thanks to Bruegger's Bagels.

You see, I love bagels. Specifically, Bruegger's Bagels. Those mouth-watering carbohydrate bombs are a favorite breakfast treat of mine, no matter the glycemic load they carry into my body, my husband and I often stock the freezer with Bruegger's baker's dozens. Having gotten a coupon in my inbox, I went to their website to choose my baker's dozens flavors. That's when I saw this...

Ohhhhh bother. After having a good chuckle at others' grammatical misfortunes, I decided to tweet at them. And instead of not replying and fixing it quickly, Bruegger's chose to delight me!

@jolissa FIXED! Fingers slippery with cream cheese. #BagelProblems

— Bruegger's (@Brueggers) November 11, 2015

We can all learn a little something from their behavior here. My tweet was an easy one to reply to - it's not always that easy, especially if there's a more negative comment about your brand or product in a tweet or message. However, just not replying shouldn't be an option.

There's almost always a way to delight.