A lesson from Mercedes Benz on Social Media

January 10, 2014 / Share:


By Ryan Carter

The other day,  I turned 29 and bought a new Mercedes Benz. How could my day get any better? Simple. A tweet. Yes, after buying my first car, a Tweet is what made my day.

Upon returning home, I snapped a few pictures of my new ride and posted them to Facebook, Instagram, and Twitter. I mean, if you don’t do that immediately, it’s like the purchase never happened. I tagged @MBUSA in my pictures and used the hashtag #ML350. Within minutes, my tweet was favorited by Mercedes Benz on Twitter and I received a response. They used Tweet a Coffee to say thank your for my purchase! (If you haven’t used Tweet a Coffee to say thank you on Twitter, you should. It’s a genius move by Starbucks.) Not only that but they took enough time to read my bio and know I had a dog named Cooper that has an over-the-top online personality! Driving out of the lot, I was already thinking, “Yea, I could be a Benz kinda guy.” But after they responded to my tweet, I was immediately shopping for a Mercedes Benz coffee mug that I could put my Tweet A Coffee in!

Social media is a fantastic tool for listening. It’s an opportunity for any brand to hear what customers are saying and respond back in a way that reflects positively on their brand. Personally, I take to social media if I ever have any customer service issues. With most large brands that have a strong social media team, I know I can get a response back almost immediately. I once handled the return and exchange of my broken Swiffer WetJet all from using Twitter. No 1-800 numbers at all!

As a social media manager, sometimes we forgot the power of a genuine and thoughtful response. It’s the simple gestures that can take a great experience to a WOW experience. I now follow Mercedes Benz on all the social media platforms I’m most active on and will more than likely engage with a lot of their content because of this experience.

Remember to make each tweet an opportunity to tell your story and completely WOW a customer. Keep that in mind and you’ll have a huge community of life! 

More News from the EC

You are now leaving Entrepreneur Center

Entrepreneur Center provides links to web sites of other organizations in order to provide visitors with certain information. A link does not constitute an endorsement of content, viewpoint, policies, products or services of that web site. Once you link to another web site not maintained by Entrepreneur Center, you are subject to the terms and conditions of that web site, including but not limited to its privacy policy.

You will be redirected to

Click the link above to continue or CANCEL