Years ago I bought a 12-pack of Coca Cola and stored it in my pantry. The next day I saw one can had a small pinhole puncture that dried up into a syrupy mess in the cardboard box packaging. After I called, customer service apologized and promptly mailed a physical coupon for free Coke.
At that time, companies often were generous to complaining customers: cell phone companies gave free minutes, magazines and newspapers extended subscriptions, and companies mailed coupons. Occasionally you could even get free stuff–without even complaining–merely by asking. One person spent about $50 to write letters to 35 companies just asking for free stuff. The result is he got lots of free stuff, like free White Castle hamburgers, four Sanford pens, a BMW keychain, and various other samples and coupons, totaling over $270.
Others have reported similar success: see The Thrillist and ToughNickel.
You might think companies would be even nicer today because social media means their outstanding service would be shared and spread around. But if companies know they are being watched, they might actually be less likely to give out freebies. Let’s consider why.
Continue reading Why Social Media Might Make Companies Less Generous – Game Theory Tuesdays
