Last week we wrote about the Nova Scotia Liquor Corporation's reaction to a point of sale error that overcharged patrons during the busy Easter long weekend. 

Taking to social media, the NSLC invited customers to vote for the charity of their choice to receive the surplus money and gave people over a week to vote. Well, the results are in.

Sixty-seven thousand people took the time to vote in just over a week.

That wasn't a typo, literally two times the entire population of Yukon voted and by doing so interacted with the NSLC online. The corporation just posted the results on their facebook page and within minutes have amassed sixty-three likes, fourteen shares and several positive comments.

Let's take a minute and recap what happened here:

#1 — Company makes an error that is costly to customers and potentially costly to their brand (we're talking people's perception here).
#2 — Rather than sweep the issue under the rug, the company proactively tells customers via social media and the news about their mistake, immediately take responsibility while offering full refunds to all involved.
#3 — Having survived the initial backlash, company seeks to make good on error and invites customers to take an active stake in the problems solution.
#4 — Just like a real relationship, company engages in two-way dialogue that focuses on a mutually beneficial opportunity.
#5 — Company enjoys growth in online social footprint and helps improve the community where its customers live.

If social media is about creating meaningful relationships, the NSLC just had one heck of a first date. 

Follow @yukonneil on twitter, zero images of food guaranteed!


Be the first to comment

Most Read Articles

Strong brands demand higher prices

I am a fly fisherman. I’ve put in my 10,000 hours of reading, learning, practicing and… Read more

Strong Brands Raise Brand Advocates

Brand advocates are highly satisfied customers. They talk well of you and your brand, product or… Read more

Aspirational vs. Actual Brand Articulation

When I was young I remember always being asked “what do you want to be when… Read more