The Fortune 100 retail brand was not building as much engagement as its competitors. There was a disconnect in its offerings, messaging, and overall customer engagement that could have impacted their long-term business standing.
HGS Interactive built paradigms to unlock quicker responses, ensure quality content, and the synchronization of the brand identity to enhance engagement on social channels.
Created technical and process paradigms to facilitate prioritized response within 15 minutes.
Guided the technology partner in the design and implementation of the social SaaS platform.
Partnered the brand in the development and execution of their brand voice, and designed & executed an influencer engagement strategy.
Created and executed a resolution strategy which ensured full resolution within 4 hours without transfer to other brand ../resources.
Created a 24/7 team paradigm and process which empowered all account ../resources to see, alert, and measure crisis mentions. Innovated a highly negative/irrelevant team approach to hide or remove at scale.
Created a performance measurement dashboard to record content performance & quality factors across the brand’s local facebook pages.
Executed brand membership strategy as the key facilitator of monetizing social media. Provided regular analytics on commerce and membership
The success of the project lies in the synergy between customer experience and marketing. Better resolution means better customer sentiment, which also means that every dollar spent on social is amplified, not diminished – by poor customer experience.
average response time on 90% of social engagements
average time from customer post to brand notification on potential flashpoint and crisis
increase in social influencer engagements
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