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 When the internet breaks, your customer service shows its true colors. Joanna and Michelle unpack how to turn outages into opportunities — and what Count Chocula, Coke Zero, and cinnamon rolls can teach you about seasonal offers and brand loyalty.

What You’ll Learn:

• How to turn tech outages and customer frustration into trust-building moments
• The secret behind seasonal scarcity — and how legacy brands like General Mills use it to create FOMO
• The “Coke Zero” framework for refreshing your offers without burning down your business
  
  

Timestamps:
 00:00 - Introduction

04:00 – AWS outage chaos and what it exposed about online business dependency
 07:00 – How to handle customer meltdowns with empathy (and why refunds aren’t the enemy)
 13:00 – Building loyalty through human-to-human connection
 15:00 – Count Chocula & the power of seasonal scarcity marketing
 20:00 – Maeve’s Top Buns: the $1M cinnamon roll case study in organic storytelling
 31:00 – What Coca-Cola Zero teaches us about positioning and audience segmentation
 35:00 – Pivot permission: why it’s okay to change your offer (strategically)

References & Resources:

• Amazon Web Services (AWS)
• General Mills — Count Chocula, BooBerry, Frankenberry cereals
• Coca-Cola Zero Sugar
  
  

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