A Twitter case study
This case study has also provided me with new material that I can use on our Online Marketing training course and I have already posted a “How To” article on our delegates training forum and extranet website, which allows them to use the info in their own business.
Case Study background – July 2015.
I was at the Cape Town International Airport, and we decided to go for breakfast at the Mugg & Bean outlet in the departures terminal. I ordered my usual – a medium roast mug of coffee (as I love coffee and don’t enjoy it in a cup, as always find it too little). The waitress advised me that they do not do “mugs” anymore, which was quite surprising to me, as the mug is a tradition at Mugg and Bean.
“Was this another way that Franchise Restaurant Chains are cutting costs” – which is another story on its own, and why I tend not to support franchise brands, and rather the “Mom and Pop” eateries, who care a lot more about their customers.
I decided to Tweet about my negative experience whilst sitting at the restaurant.