July 16, 2015
Old Navy Breakdown Creates Social Media PR sensation
Sometimes you get a win falling right into your lap. That’s what happened with recent events for Old Navy. But they took that win and amplified it – you might even say they supersized it. Louisiana photographer Rachel Taylor recently took a picture of herself wearing an American Flag plus size tank shirt in Old Navy’s dressing room.
Taylor had been shopping at Old Navy that day when she found herself between a mother and daughter discussing the tank top and how huge it was. Her feelings were hurt, and she exited the store. She went directly to her car and cried. Afterward, she decided she didn’t want to leave feeling bad about herself, so she went back into the store, grabbed the tank top and took the picture.
She posted the picture with a thank you to Old Navy for having fun clothes in all sizes so everyone can enjoy the opportunity to look “fierce.”
Old Navy rapidly responded to this PR windfall. They posted the picture to their account offering their gratitude to Rachel Taylor in turn and sending her a gift certificate for her next shopping adventure to Old Navy. The picture and message went viral getting over 100,000 Facebook likes almost immediately.
Obviously this picture touched on a nerve. One that had people both commending Taylor’s ultimate choice and others calling her something of a cry baby and to just stop being so sensitive. Whatever your personal opinion, Old Navy also came out looking “fierce,” as a considerate and accommodating fashion retailer.
The average American woman is a size 12 by most reports. That means for all the size 0’s there are multiple plus-sized women. Old Navy is savvy to that, and they put themselves into a situation to get some strong, unsolicited social media PR. While you cannot plan it, you can certainly lay the groundwork by giving your customers reasons to sing your praises . And, when they do, double down by showing a little public gratitude. .
Ronn Torossian is the founder and CEO of 5W Public Relations and one of the most well-respected Public Relations professionals in the United States. Ronn is the author of "For Immediate Release: Shape Minds, Build Brands, and Deliver Results with Game-Changing Public Relations."View more posts from this author