Post by Havas Media Network

What happens when a brand genuinely listens and acts? This campaign from KFC Spain turned criticism into cultural connection by responding directly to its audience, not reframing the conversation, but owning it. To relaunch its improved fries, KFC went back to every customer who had ordered the old ones and gave them the same amount again, free, made with the new recipe. Honest. Human. At scale. A project led by PS21 and Arena Media for KFC España y Portugal, the approach combined CRM, personalised in‑app messaging, direct replies to past complaints, outdoor featuring real customer comments, and a full‑day radio takeover. This is client transformation in action. Listening deeply, acting decisively, and turning feedback into growth. The results followed. Strong engagement, significant app growth, and 43,000 orders in a single day, twenty times the average. Congratulations to all the amazing team behind this work. Learn more about this campaign here: https://lnkd.in/efNPDUSw