Turning customer contact into PR gold

Once again, I have to applaud the the PR team at Virgin Trains. They really know how to spot an opportunity and turn it into a winning story, as demonstrated this weekend:

Virgin trains

They clearly haven’t forgotten the rewards of publicly going over and above for their customers…

Virgin trains eg

The story of the¬†new menu¬†reminded me of the time Sainsbury’s grabbed headlines by changing the name of their “Tiger Loaf” to “Giraffe Loaf” on the advice of¬†a three-year old girl.

The¬†foresight to realise¬†that doing so would be a great story resulted in¬†a viral hit and a huge amount of¬†positive PR coverage¬†on BBC, Daily Mail,¬†Telegraph, The Sun… the list¬†goes on and on.

So, make sure you have a good relationship with your customer service team and ask them to let you know if they receive any ideas from your customers that you could make a reality. Beyond making that one person happy (and most likely a customer for life), the story could bring big rewards for you in PR terms.