Social Listening: Crumbl Cookies
For this assignment, I chose Crumbl Cookies. Customers are saying how wonderful their customer service is and how amazing their cookies are. I was interested in this brand because there is one coming into Corvallis soon and personally, I love their cookies! I always have to make a trip to Salem or Eugene to get them. Crumbl’s value proposition is serving fresh, warm (or chilled) unique and fun cookies. Most people on social media are raving about how amazing their cookies are. One specific comment is about how good the customer service is. The customer says that Crumbl had run out of the cookies that they wanted and they were compensated with free cookies. I think this is outstanding customer service and have experienced nothing but amazing customer service when I’ve been there. Another person commented that they had to wait 25 minutes for 2 cookies. I see how this is frustrating but also understand that they make all of their cookies right there in the store and if they are busy, it