How a Fan Post on Panera's Facebook Page Got Half a Million Likes

Small act of customer service reaps huge rewards

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Given all the rubbernecking at ChapStick-style social-media fails, and all the hijacking of corporate crowdsourcing efforts, it's tempting to see the Internet as a sea of sharks always out for brand blood. But the truth is, millions of people on Facebook are hungry for a feel-good story, and ready to praise any brand that delivers it—magnifying even the smallest, most random act of kindness into something that's celebrated across the web.
     Case in point: Panera.



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