Amy’s Kitchen responds through social media after recall

The organic food company explained the situation through press releases, but community managers are answering consumers’ questions and concerns individually through Facebook and Twitter.


Food recalls are fairly common, but unfortunately corporate transparency surrounding them isn’t always the norm. That’s not the case with Amy’s Kitchen.

The company announced this week that it had voluntarily recalled 74,000 cases of frozen food items over some potentially Listeria-tainted spinach. The company launched amysrecall.com, which has official statements explaining the voluntary recall and a list of the affected products.

The company also used social media to communicate the recall, posting the following on its Facebook page:

Amy’s Kitchen Product RecallOne of our organic suppliers recalled their spinach for possible health effects. While we…

Posted by Amy’s Kitchen on Monday, March 23, 2015

Take a look at the comments on the post. Amy’s Kitchen reps replied to everyone—and I mean everyone—who posted. It’s not just a cut-and-paste job either. Amy’s Kitchen provided individualized responses for every single person who took the time to comment on Facebook, and did the same on Twitter.

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Take a quick stroll through the company’s Twitter feed (with replies) and you’ll find a lesson in social media crisis response.

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