When Candace Payne of Texas recently posted a video on Facebook Live, after buying an electronic Chewbacca mask at a local Kohl’s, it appeared to be innocent and charming. But, Payne’s hilarious reaction to herself putting the mask on in her car helped the video go viral and become a national sensation, and Kohl’s rewarded her customer loyalty in a phenomenal way.
Payne spent several minutes laughing on the video, which was broadcast on May 19. To date, the video has been watched more than 64 million times!
The funny thing was Payne didn’t want to share her mask with her family, so Kohl’s representatives took notice of the incredible viral video and surprised her at her home two days later. They gave more Chewbacca masks to her family, for her son, daughter, and husband. What’s more, they presented her with a $2,500 gift card, and 10,000 Yes2You loyalty program points.
“We’ve shared this video on our social channels and have seen incredible traction and some of the top engagement we’ve ever seen,” Kohl’s spokeswoman Maggie Lund told Loyalty360.
Lund explained how the Kohl’s video at Payne’s house impacted the company’s social engagement levels.
“Candace’s genuine spirit and authenticity have encouraged a level of social engagement that is truly incredible and represents the two-way conversation we aim to achieve with our customers every day,” Lund said. “This video resonates so well within our brand – celebrating the good stuff in everyday life. As a thank-you, Kohl’s surprised Candace at home with Chewbacca masks for her entire family, a bundle of additional Star Wars products, a $2,500 Kohl’s gift card, and 10,000 Yes2You points. We posted a video of the surprise on Kohl’s social channels and have received more than 30 million views. The quick traction this content is getting is incredible and is some of the top engagement Kohl’ has ever seen.”