Customer reviews can make or break a company in the USA. Especially now that the internet gives customers a way to instantly compliment or complain about service (and to make sure that their opinion is available for anyone to see) one good or bad review can drastically change the number of customers a company has.
In 2012, after Brandon Cook from New Hampshire posted a Facebook story about a Panera manager named Sue making a special order of clam chowder for his grandmother (and giving her a free box of cookies as well), the store became much more popular. Several people who would not otherwise have eaten at this restaurant went there, and commented about it online. Some of the Facebook comments that people made were:
Cyrus Twirpwhirler My family is eating at Panera tonight because of this story. Way to go Sue and Panera!
Snow Casey That is so cool, I’m a customer already, but I like them even more now.
Daniel Julian that is so cool!!! Have to visit Panera soon.