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Pret-a-Manger created a lot of buzz on social media in 2015 with its mysterious and seemingly-unofficial free coffee giveaways.

If you were a regular at a particular store, or if a barista simply liked your face, you may have received a free coffee.

Many people on Twitter took this pretty seriously, seeing the gesture as affirmation of their good looks or friendly manner (see tweets below). 

Well, now Pret is making this official and has added a twist that could turn out to be the most genius piece of marketing strategy of the year.

Pret has decided to make this policy official by giving out 120,000 free coffees in special 'make someone smile' sleeves.

The brand has also ratcheted up the spirit of good will by allowing coffee winners to, in turn, pass on their special coffee sleeve to an unsuspecting member of the public who will themselves be entitled to a free coffee.

It's a masterful strategic move that should ensure Pret's 2015 buzz continues into 2016.

In a sector where loyalty is increasingly important yet many have been confused by the influx of technology (consolidated loyalty apps, QR codes etc.), Pret seems to understand that loyalty is about creating enjoyable and interesting interactions with the customer, not merely collecting tokens.

A couple of tweets that adequately describe the cultural success of Pret's free coffee scheme to date.

Pret's new Make Someone Smile free-coffee sleeves.

pret coffee sleeve

Pret's social success

Pret has had a lot of successful brand exposure through social media.

In December we covered its annual Christmas sandwich promotion (here are five reasons we liked it), which cleverly mixed strong and simple promoted social posts, with teaser giveaways and a countdown.

Already this year, a post from Pret CEO Clive Schlee, detailing five insights from 15 years of Pret in America, has shown how the all-conquering sandwich shop is continuing to forge an open and friendly tone online as well as in store.

Pret has had some criticism in the past for some of the protocol behind its famously warm customer service (some calling it 'emotional labour', others 'smiley culture') and the lack of a living wage (the business claims to be 'close' to the living wage once benefits are taken into account e.g. food).

However, with Pret's consumate understanding of what its customers want, I can't see its success stalling any time yet.

pret countdown to christmas sandwich

Ben Davis

Published 18 January, 2016 by Ben Davis @ Econsultancy

Ben Davis is a senior writer at Econsultancy. He lives in Manchester, England. You can contact him at ben.davis@econsultancy.com, follow at @herrhuld or connect via LinkedIn.

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Comments (1)

Lisa Wisniowski

Lisa Wisniowski, Brand Communications Director at Stickyeyes

As a beneficiary of a complimentary dessert last week I can confirm that something as simple as a smile and a bit of kindness (enforced or not) absolutely contributes to your 'fondness' for a brand - all too often brands overthink activity - keep it simple!

7 months ago

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