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That one time a random cashier broke down why a brand's apology went viral
I was checking out at a grocery store in Austin last Tuesday and the cashier pointed at her phone and said 'that company just apologized the right way by accident.' She showed me how they fumbled the first attempt at a PR response but then a silly follow-up video from the CEO in his kitchen got 2 million views because it felt real. Made me wonder how many viral moments are just happy accidents versus intentional strategy.
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karen_west591mo ago
That cashier's story is a good example but I think most viral stuff is still just luck. Companies try too hard to plan these moments and that's exactly why the kitchen video worked - it was a happy accident, not a strategy.
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phoenix_thompson41mo ago
@karen_west59 your story reminds me of when my neighbor's cat went viral for opening his own cans of food - pure accident, no strategy involved.
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