On Brands, Social Media interactions and customer service

Karthik Srinivasan writes about his experience with Hippo and Mast Kalandar  about brands

that sets expectations afresh, that if things go wrong, the brand is willing to set things right promptly instead of sitting mum and ignoring annoyed customers.

This is my take 

Agree with his reasoning that brands will and keep targeting people with more online influence with these kind of incentives for a better online reputation (and "bonus" posts) 

At the same time there will be 90 others(with little/no online reputation) who still crib about their service/taste in the case of Hippo in online and offline world. 

Leaving aside Hippo experience, w.r.t to Mast Kalandar kind of cases,

I think it has to be brand/product philosophy as to how they want to serve their customers, like a retailer( Nordstrom) with "No questions asked return" policy and all the customers treated the same way.[ Not sure if they still adhere to this] .

May be Domino's 30 Min delivery promise can also one of such policy [ofcourse there are cases where the delivery guys argue about it (in India) ]

PS:

Hippo is yet to send my gift hamper that they promised to send to their first 1000 followers on twitter.