Wrapped Rescue

End of year means one thing to Spotify users: Wrapped. The annual event where listeners discover their most-streamed songs and podcasts. But some noticed a few discrepancies in their data. Sharing an account with family members had impacted their results, leaving Wrapped cards dominated by dad rock and baby sharks. So Spotify Premium came to the rescue by finding impacted listeners and responding live with hyper-personalised apology notes, offering free Spotify Premium Family, and saving future Wrapped cards and online reputations. The responses received +100,000 impressions within 24 hours.