How California Pizza Kitchen turned a mac and cheese mistake into a marketing moment

California Pizza Kitchen is winning consumer praise for giving a customer free pizza and mac and cheese for a year after her mac and cheese order was delivered sans noodles. The chain is also now offering half-priced mac and cheese to all customers. A TikToker, who goes by the handle @fumptruck, posted a video a few days ago explaining that she was having a hard week—she broke up with her boyfriend, she injured herself and then, after ordering macaroni and cheese from California Pizza Kitchen, she received just a tub of cheese sauce, but no noodles. After calling the restaurant, she said two staff members told her that she had ordered incorrectly and should have ordered noodles separately. @fumptruck I give up 😩 #badday #macandcheese #macncheese #cpk #californiapizzakitchen #omg ♬ original sound - Garage Gremlin 🍉 California Pizza Kitchen commented, “We’re on it!” A few days later, @fumptruck posted a video of a care package from the pizza chain, which included a certificate for free mac and cheese and free pizza for a year, along with a large box of uncooked corkscrew pasta. “I can’t believe they did this,” @fumptruck says in the video. “This is so sweet and really good marketing.” @fumptruck @California Pizza Kitchen really made my day! I can’t believe this happened 😭. Go to https://www.thepeopleconcern.org to learn more about how you can help! #unmacmycheese #macandcheese #cpk #lol #viral #marketing #update #storytime #greatday ♬ original sound - Garage Gremlin 🍉 The comments section was full of praise for the pizza chain. “That’s how a good company responds,” said one commenter. “Their marketing team is awesome. So smart!!” read another. California Pizza Kitchen didn’t stop there. The company also posted a response video featuring chef Paul Pszybylski, the chain’s VP of culinary, showing the steps for making mac and cheese. Iris and Blue Engine were the agencies behind the video and the care package. “Since recently we gave one of our guests only half a mac and cheese, we’re going to give all of our guests half off mac and cheese starting today through the rest of the month,” Pszybylski says in the video. @calpizzakitchen PSA on how to make CPK Mac 'N' Cheese correctly.👨🏻🍳🍝 Use promo code cheeseANDmac for 50% off your Mac 'N' Cheese order available for takeout and delivery. Offer valid July 19, 2024 – July 31, 2024, for take-out or CPK delivery only. No third-party delivery. 50% off order of Mac and Cheese. Use promo code: cheeseANDmac. Only at participating locations in the U.S. (excluding locations in airports, stadiums, universities, Guam, mobile kitchen, and franchised locations). Excludes tax, catering orders and gratuity. No substitutions, modifications, or additions. Cannot combine with other offers or fundraisers. One per customer per day. One per check. No cash or gift card value. Employees are not eligible and will not apply to Dine Out Card. Void where prohibited. Additional exclusions or restrictions may apply, and terms may change without notice. Offer may be canceled due to pricing or other errors. Questions (including list of non-participating locations)? Call (800) 919-3227. ♬ Funny song for video creation - dg cria Fans praised California Pizza Kitchen’s response. “And THAT’S how you recover an oopsie,” wrote one person. “What a comeback!! I know what I’m having for dinner,” read another. The video has over 8.8 million views. See America's Hottest Brands 20 brands that are trending in 2024 Click here Customers can use the code “cheeseANDmac” for California Pizza Kitchen takeout or delivery orders. The quick response is the latest example of how brands can benefit from acknowledging a mistake and leaning into it. The North Face did the same after a woman’s TikTok showed her complaining about the brand’s raincoat not being waterproof. The North Face gave her a new jacket. Stanley, known for its viral water cups, won praise when it bought a customer a new car after hers caught on fire, but her Stanley cup in the car’s cupholder still had ice in it.

How California Pizza Kitchen turned a mac and cheese mistake into a marketing moment

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