Listening Blog

  Crumbl Cookies response 

   I selected Crumbl as my company for this blog which is a cookie company. Lately this company has been getting love and hate from people on the west coast. A main thing that makes them who they are is the fact that they change their flavors on a weekly basis! The company values bringing friends and family together with their cookies. They are a family owned business that started in 2017 in Utah that is now rapidly growing. 

    Crumbl uses social media to promote their weekly cookies such as instagram, facebook, and snapchat ads. The comments on their instagram post are full of love for the cookie from the post. This week they have a cornbread cookie and the post from that is receiving so much love! Shelby from instagram says “For anyone who hasn’t tried this cookie yet...what are you waiting for?!? It’s SO good and I 10/10 recommend you get your hands on some this week!!!” Stacie from facebook says “I don’t know about paying $5 for a cookie that is a little pricey”. Some of the comments are about the pricing due to the fact that they are $5 cookies.  

                       

        They use social media as their marketing platform. Their business has to use something that is readily updating and changing such as social media. They are very engaging with customers and respond to many comments on social media. They did not respond to the facebook comment but they did reply to the instagram comment. I think this can be a very difficult thing but only responding to select comments can maybe come across as the wrong thing. Responding to only positive comments can make people feel like they aren't being heard and just being ignored. On another note there are many reasons as to why a company may not respond such as they commented later when they were no longer responding or the comment got lost in the hundreds of other comments.

     If I were a manager for this company I would try to respond to negative comments to the best of my ability. It can be hard to address them but I believe it is important for the face of the company. I also think highlighting positive comments is a very effective way to get good publicity. I learned that it can be very easy to have a negative or positive reaction from customers. With all that in mind it is important to focus on the positives and the customers that keep coming back which can be hard nowadays with social media.