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Social Media Case Study: SmartPak Equine

July 4, 2013/by Corey Padveen

Equestrian products is not the first category to come to mind when one thinks of social media case study, but SmartPak Equine proved that a proper strategy can work anywhere.

SmartPak Equine – an equestrian products company – uses triggered emails to drive sales, and though it may not be the most conventional use of the platform, they have seen some tremendous success.

Before getting into the campaigns that make up this social media case study, it is important to understand what triggered emails are. Unlike conventional automated “Welcome” or “Thank You” emails, event-triggered emails are sent out when an action or event prompts the email. For example, if I have an account, am loading products into my cart for an order and get distracted by a phone call causing me to abandon the order, an email will be sent to me that allows me to return top my cart and complete the order.

This is not always a preferred method by consumers – some find it a little too aggressive. However, SmartPak Equine noticed that their audience was responding well to these emails. Specifically, they were seeing a high level of engagement and conversion with three types of event-triggered emails: shipping reminders, product review reminders and abandoned cart reminders. (For full details on each of these three campaigns, read a breakdown here.)

These three types of triggered emails prompt further engagement with the brand’s website, encourage additional purchases and maintain brand awareness with customers to increase loyalty.

The results of this potentially risky approach has been a 28% open rate, a 5-6% clickthrough rate, a surprisingly high 11% conversion rate and a revenue per email nearly three times higher than conventional, manual email marketing.

So what can marketers learn from these event-triggered campaigns and the successes SmartPak Equine has garnered?

Understand Your Audience

This is not an email strategy that will work with every type of industry. SmartPak took the time to understand their audience, realize how niche they were and create a strategy that would appeal specifically to them.

It is crucial that you understand what your audience wants and how they interact with your brand before putting together a campaign – particularly one as aggressive as this.

Keep Your Audience Coming Back

Of the three most popular campaigns described above, two focus heavily on maintaining brand awareness with existing customers. Retaining clients and maintaining a relationship with them in order to keep them coming back is important to the long-term success of your brand. In order to ensure that this happens, you cannot rely entirely on the customer; you need to take some initiative.

Talk to your audience and customers (however and wherever possible) in order to keep your brand in mind next time they are looking to buy.

Don’t Pretend You Are Not a Business

The goal of every event-triggered email sent by SmartPak is sales. The results? 175% more revenue and 83% higher conversion rates. Social media is about being social and talking to your audience, that’s true. But a conversation will not keep you in business unless it leads to sales.

Make yourself human, talk to your audience and engage wherever you can, but use these conversations as a means of driving business.

SmartPak implemented all of these strategies and their efforts paid off handsomely.

Which of these tips do you think is most important to generating success with social media or email marketing? Tell us in the comments below or on Twitter and have a happy 4th of July!

Social Media Case Study: H&M

June 27, 2013/by Corey Padveen

How did H&M use Google+ to captivate and engage an audience?

There are several critics who claim that Google+ is not a place to engage an audience, and that it is a veritable ghost town in the social media world. Like any form or medium of marketing, it is not necessarily a question of where you are, but how you plan to use your surroundings to your advantage. That is fashion retail giant H&M’s approach to Google+, and they have managed to engage an audience of nearly a million users.

There are a few key features that make H&M an interesting case study for Google+. First, there is the close, personal attention H&M pays to its fans on the network along with the exclusive content they share. Second, H&M monitors their data closely and modifies their Google+ strategy. And third, H&M integrates several key add-ons that help the brand generate business from the network.

Engagement

The devotion H&M has shown to its fans on Google+ should be noted by any marketer looking to build brand loyalty. H&M fans on Google+ are encouraged to share content, which the brand then features on their page.

Conversations are also started by the brand, and visual content is shared on a regular basis in an effort to drive fans to landing pages. Furthermore, much of this content is exclusive to Google+.

It is important to reward your fans. We discussed this recently in an article about Cadbury’s big ‘Thank You’ to their fans. The difference with H&M, however, is that the fashion brand focuses on thanking their Google+ fans with exclusive content. This is an excellent way to engage an audience, and H&M has the numbers to prove it.

Data

The ‘Ripples’ feature on Google+ can be one of your most powerful weapons in developing a strong Google+ campaign – if you know how to use it.

H&M monitors the data in the backend of Google+ in order to understand how, where and when their content is being shared and make the necessary modifications to their strategy in order to ensure that their engagement and share rates remain high. Any marketer will tell you that data and reporting will make or break a campaign. It is important that whenever possible you examine the data you have, and ‘Ripples’ are a powerful feature on Google+.

Integration

Did we mention that Google+ is owned by Google? H&M realizes that and they integrated their AdWords campaigns with their Google+ efforts. The results? Only a 22% CTR (click-through rate) uplift. Not too shabby.

It is important to streamline your processes wherever possible. If the whole machine is functioning together, you stand to produce far better results than if every part is trying to work on its own.

Do you actively use Google+ to engage an audience? Tell us in the comments below or on Twitter!

Social Media Case Study: Vestas

June 20, 2013/by Corey Padveen

Vestas – a multi-billion dollar wind energy pioneer – used LinkedIn to combat rising competition.

Late in 2011, Vestas, a Danish manufacturer and provider of wind-based energy systems, was faced with a global recession, increased competition and an unpredictable regulatory body. The result was a decline in revenues and the burden of bringing the company back to its usual standards fell on the branding and marketing departments.

When one thinks of a social media case study, multinational energy providers are not necessarily the first companies to come to mind. What Vestas showed, however, was that social media marketing can deliver results for companies in all sorts of industries, even those where you might least expect to see an impact.

The Campaign

The Vestas campaign was among the most impressive ever put together on LinkedIn. It encompassed several parts and was tailored, effectively, to each of the 400,000 people who were reached. The campaign, titled Energy Transparency, aimed to accomplish a very specific goal, according to Morten Kamp Jørgensen, Director Brand Management, Group MarCom and Customer Insight, Vestas:

“The goal of the campaign was to start a discussion and education process for carbon conscious corporations to directly invest in wind energy rather than just buying Renewable Energy Certificates (RECs). Many corporations are already investing directly in renewable energy and we wanted to encourage this and engage corporations who have sustainability targets that make them more likely to invest in wind.”

To do this, Vestas launched an InMail campaign to 622 targeted executives at 50 energy-conscious companies, created customized LinkedIn banner ads for the 400,000 employees of said companies, partnered with Businessweek for a special offer for the InMail participants and created custom landing pages for each of the 50 companies’ executives and employees.

The results were outstanding. (You would hope so with that much work!) And while this is a huge campaign – one that not every company would need or be capable of executing – there is a lot to learn for marketers.

The Lessons

Do Your Research

Vestas did not succeed because they blindly launched a campaign on LinkedIn – far from it. Months of careful planning went into this campaign, starting with research into the companies most likely to respond. Again, the 50 companies selected were chosen based on specific criteria that made them excellent candidates.

When putting together a marketing campaign – social media or otherwise – you will only succeed if your campaign is built on a solid foundation of research and data to back up your decisions.

Customize Your Campaign

The banners, the landing pages, the InMail – everything about the Vestas LinkedIn campaign was customized and tailored to fit the individual seeing the content. Adding a personal touch keeps your audience invested.

Sharing generic content leads to fewer click-throughs and, subsequently, a lower conversion. If you personalize the different features of a campaign, you stand to generate a much higher success rate than if you do not.

In with the New, But Not Out with the Old

Vestas took several marketing styles and created a huge campaign that blurred the lines between conventional marketing and new marketing. From LinkedIn, to banner ads, to magazine spreads – they covered all their bases and, more importantly, they connected every aspect of the campaign together.

It is important for marketers to remember that social media is not the end all be all of marketing. While it does present some great new opportunities, it should be looked at in unison with your conventional marketing efforts. Vestas realized that and the numbers prove that they got it right.

Which lesson do you think is most important to pull from this campaign? Tell us in the comments below or on Twitter!

Social Media Case Study: Sony

June 13, 2013/by Corey Padveen

Sony is not the first brand to come to mind when you think of Pinterest, but they managed to make themselves a powerful force on the network.

The logic was simple: everybody’s doing it, why don’t we? In 2011, Sony noticed the persuasion Pinterest had on purchasing mentality and decided to leverage the power of the network to increase traffic and, ideally, drive new sales.

Using a carefully coordinated strategy, Sony managed to garner 2,500 followers in the first six months of their activity on Pinterest, increase referral traffic from Pinterest to the Sony Store website by 800%, and collect more than 4 million brand impressions!

You can argue that Sony’s success came from their status as a brand on the market, but the reality is that Sony succeeded on Pinterest because of the course of action taken. The five lessons below detail what Sony did both before and after launching their Pinterest account and what marketers can learn from the strategy applied by Sony.

Do Some Research

While Sony had the added advantage of a brand that people were already talking about, it is important to do as much research as possible on your brand, competitors, industry leaders and, most importantly, your industry. Find out what people are already sharing and join an existing conversation instead of trying to start a new one. You might find it a lot easier to gain momentum.

Jump Right In

To truly succeed on social media – Pinterest or otherwise – you need to commit yourself and your team to the execution fully. Sony involved a huge part of their team when they started pinning. They did not want to ease their way into the community, they wanted to come in strong and get noticed. There are billions of conversations taking place and you need to find a way to get yourself noticed.

Mix It Up

After doing their research, Sony determined what topics were most relevant, most popular and most engaging, and created boards that fit into all of those categories. Do not limit yourself only to posts about your brand.

On the t2 Pinterest page, we share plenty of content about marketing, but we also share animal pictures, motivational quotes and healthy recipes! Be as broad as possible, because at the end of the day you want to reach as many people as you can. You never know where you might find new business!

Cross Promote Pinterest

Share your pins and promote your Pinterest page wherever you can. Sony posted their Pinterest account and their pins to other social networks, included links in email blasts and added links on their blog to drive new traffic to Pinterest. The more accessible your content is, the faster you will see eyes landing on it.

Pin It!

For Sony, the Pin It! button generated 10 times the number of clicks from the Sony Store than the Tweet This button. That means 10 times the number of links being generated on Pinterest than on Twitter and leading back to the store. Make your website Pinterest-friendly and your visitors will take care of the rest.

While we can’t all be Sony-sized brands, we can all develop strategies that lead to the same degree of success that Sony experienced. Whether your brand is big or small, your strategy is what will determine the value of your social media program.

What strategy do you incorporate into your Pinterest marketing? Has it worked? Tell us in the comments below or on Twitter!

Social Media Case Study: Nutella

June 6, 2013/by Corey Padveen

Marketers were shown exactly what not to do on social media in this week’s social media case study on Nutella.

It is a brand that so many are fond of. And yet, in this week’s social media case study on Nutella, this brand showcases exactly how they damaged that loyalty by not understanding the rules of the social media game.

On February 5th, 2007, Nutella super-fan, Sara Russo held the first annual World Nutella Day. Over the last few years, the unofficial event has become something of a phenomenon: 40,000 Facebook fans, 6,500 Twitter followers and featurettes on authoritative blogs (understandably, considering Sara Rosso and fellow Nutella fan Michelle Fabio operates their own blogs).

For most brands and marketers, this is a dream come true. A fan-organized day, recognized internationally that promotes your product and touts its excellence…for free! This kind of publicity is the thing of legend, and it would make sense, after years of loyalty and dedication to Nutella, that Rosso be recognized and thanked by the brand and its parent company, right?

Well, she was certainly recognized by the brand, but the thanks must have gotten lost in the mail. All that showed up was a cease and desist letter from the legal department of Ferrero, Nutella’s parent company.

In what is widely perceived as a catastrophic brand blunder, there is a lot that marketers can learn. Sometimes, the best lessons are those that teach us what not to do.

Let the Good Times Roll

It was never suggested that World Nutella Day involved Nutella or Ferrero officially. In fact, it was very clearly understood to be unaffiliated with the brand. It was just a group of fans proclaiming their love for a tasty product.

When fans are talking and generating buzz, feel free to engage, but don’t step in front of a moving train. The momentum that this event has built over the last six years is much more delicate than it might appear to be. This kind of traction is easily derailed (sorry about all the train metaphors) if not approached carefully. So, when there is buzz about your brand, and the results are nothing but positive, let it ride.

It’s not every day you get free positive publicity.

Everyone Sees Everything

Perhaps the largest oversight in the actions taken by the legal team at Ferrero was not considering the power of social media and the viral effect.

If the only thought was that a paper copy of a cease and desist was going to remain hidden from the public eye, then shame on the senior executive that approved the course of action. Everyone, in every department should always consider the vast power that virality and social media can have on any given action. The question, “What happens if this gets out on Facebook?” should never go unasked, and that is exactly what happened in this situation.

Love Your Loyalists

Brand loyalists are the key to your brand’s expansion and long-term success. If you are the only one talking about your brand, eventually people might get tired of listening. So when you see someone professing love for your brand, reach out and thank them; never ask them to stop. In fact, go out of your way to make sure they continue.

Andrea Stegmann, a fan of World Nutella Day expressed her shock and disappointment on the event’s Facebook page: “This is some sad news. And I actually lost respect and love for Ferrero. You’ve [done] nothing but promote Nutella. They should thank you and send you Nutella for a life time. And not send cease and desist letters.”

After the outcry, World Nutella Day was reinstated and the cease and desist was dropped by Ferrero. But it all could have been avoided if the power and influence of a strong social community was taken into account from the outset.

What actions do you think Ferrero should have taken in this case? Tell us in the comments below or on Twitter!

Social Media Case Study: Cadbury

May 30, 2013/by Corey Padveen

How did Cadbury make their social media presence as sweet as their candy?

It was early in 2012 that Cadbury realized they were approaching the 1 million fan mark on Facebook. It was around that same time that they realized that only about 16% of fans ever saw any of the content they were posting to their social networks.

Cadbury wanted to get the most out of their social media marketing, and they knew that for an internationally-recognized brand, 16% simply wasn’t good enough. So they decided to do something so big that it would grab the attention of a lot more than a mere 16%: they built a Facebook ‘Like’ thumb out of chocolate to say thanks!

The results of this gesture were 40,000 new Facebook fans and engagement of well over 30% for this campaign. Clearly, there are a few takeaways marketers can pull from this campaign by Cadbury.

Always Engage Your Audience

Engagement is going to be at the forefront of any successful social media campaign. Your audience needs to have a purpose for viewing your content, and providing engaging content is always going to be on top of that list of reasons.

Simply sharing promotional information, or a piece of text, isn’t going to entice anyone to share, comment, or necessarily like your content. The results? It hurts your EdgeRank and can be somewhat damaging to your brand’s growth on social media in the long run, due to the lack of exposure.

Let Your Fans Know You Care

Whether you are a Cadbury with 1 million fans or a Mom n’ Pop with 100, you should always let those that have become fans know that you care.

Success on social media stems from the ability to reach a wider audience than on any other medium, and each fan is another new network of possibilities. So when reaching milestones, show your fans you care – you’d be surprised at how appreciated those gestures are.

Never Ignore Your Analytics

It took Cadbury until the million fan mark to realize that only 16% of those fans were engaging with the brand. Moreover, Cadbury is an international brand; imagine how few fans are engaged with your small business on Facebook if only a small fraction are engaging with a brand like Cadbury!

The reality is that roughly 98% of people who ‘Like’ a brand never return to that brand’s page. You need to find a way to optimize your content and your strategy in order to get those numbers as high as possible. Don’t ignore your analytics. They are providing valuable information that is going to help your brand blow up on social media!

The social media case study on Cadbury’s Facebook campaign provides a great set of Do’s and Do Not’s for marketers.

Which of these lessons do you think is most important? Tell us in the comments below or on Twitter!

Social Media Case Study: Oreo

May 23, 2013/by Corey Padveen

It is tough to say what story was bigger in Super Bowl XLVII: the stadium blackout or Oreo’s real time brilliance.

The most memorable moment of the 2013 Super Bowl was not a last second touchdown, or a heartbreaking finish, but rather a lengthy blackout that broke Twitter records. And what took place on Twitter from the brilliant marketing minds at Oreo was a simple post that blew social media marketers away.

Hundreds of millions of people were watching when the power went out in New Orleans. Twitter began flooding with activity from confused fans and viewers. It wasn’t long before a simple tweet from Oreo became the focus of the entire event, and the focus of marketers, bloggers and news sources for the days that followed.

The tweet was retweeted over 15,000 times, Oreo’s follower count increased by roughly 8,000 and their Facebook post (of the same image) received over 20,000 Likes. Oreo, in the midst of an Instagram campaign, also saw their Instagram follower count increase from about 2,000 to 36,000 after the game – the majority of whom joined in on the campaign after seeing the tweet and/or Facebook post.

The real-time marketing efforts of Oreo were simple, inexpensive, impromptu and the results were outstanding. Below are a few of the key takeaways marketers can learn from this little effort from Oreo that went a long way – very quickly.

Social Media Never Sleeps

Granted, Oreo posted their image during one of the busiest social media events of the year, but the fact remains: if you are running a social media program, you should know that it is not your typical 9-5 gig. A presence on social media needs to be ongoing and engagement with your audience should always be a focal point.

Be Ready When Opportunity Knocks

The marketing team at Oreo was not sitting in a control room waiting for a blackout to occur at the Super Bowl. (Though we are sure there is no shortage of conspiracy theories!) This was a spur of the moment post, and one so topical that it was literally the only thing on anyone’s mind.

Commentary in real-time on ongoing events is always going to receive more recognition than a post that is late to the party. That is not to say that you should have posts waiting and ready to go for any and all events, just don’t miss an opportunity when it comes knowcking, because when it comes to social media, events like this are few and far between, and pass rather quickly.

The Soft Sell is Key

This is a sales ad. Whether or not it looks like one, the goal of this bit of quick-thinking is to get you thinking about Oreo the next time you are in the market. Social media is all about the soft sell. Creating an engaging personality for your brand is what drives sales on social, and that is exactly what this ad does for Oreo. It is quirky, fun, and gets Oreo on the mind.

An ad like this turned thousands of people into brand advocates, and the proof of that is in the shares, likes, comments, retweets and other types of engagement. Remember, when it comes to selling on social media, you want to create content that engages others to share your brand’s message, not just you.

Some quick thinking created a tremendous social media case study for Oreo. A little bit of effort and ingenuity paid off big time, and others took note. Just a short while later when Poland Spring faced a similar situation, they tried a similar response, but were nowhere near as successul as Oreo. They simply weren’t quick enough.

What did you take away from this social media case study? Have you changed your strategy since this took place during the Super Bowl? Tell us in the comments below or on Twitter!

Social Media Case Study: Comodo

May 16, 2013/by Corey Padveen

It doesn’t take a big brand to do something innovative that warrants a social media case study!

If you’ve ever scrolled through the images of Instagram, you know that food is a pretty popular subject on the photo-sharing network. Comodo, an independently-owned restaurant in New York City, recognized the app’s popularity, and decided to integrate the food photographing hobby into their establishment.

Essentially, the idea was to allow users to share their experience in a very natural way that not only promoted diners’ experiences in the restaurant, but also provided user-generated publicity, virality and some pretty nice images of dishes to a wide audience.

The video below does a great job of outlining the premise of the campaign:

The Lessons

This is a simple, cost-effective concept, but there is a lot that marketers can take away from the study.

Make Social Media a Part of Your Brand

There should not be a distinction between your physical brand and the one you have created on social media. What Comodo did was integrate their social media efforts into the dining experience. Thus, the same friendliness, fun personality they were aiming to establish online was personified in the restaurant itself.

There needs to be fluidity in all of your marketing efforts. Consistency is how you will be identified by markets that are both familiar and unfamiliar with your brand. The marketing team behind Comodo realized that and the proof is in the campaign.

Provide Clear Avenues for Engagement

You’ll notice in the video that Comodo’s menu offered the hashtag for sharing images on the bottom. Direction is something that many brands often forget to provide, and the result is a less than optimal social media campaign.

In order to see the greatest benefits from your efforts in social marketing, you need to let people know how, where and with what type of content they should be engaging. Don’t rely solely on organic engagement, help the conversation get started. Two examples of this are Best Buy’s Twelpforce and Comcast Cares. Both are Twitter channels that provide nothing but support, and that is made perfectly clear everywhere they are mentioned.

Adapt Your Marketing Strategies to Your Audience

It’s hard to believe how unique this case study is. It was simple to execute and the results have been outstanding for Comodo. Yet, we still see more billboards and bench ads than we do hashtags when it comes to restaurant marketing.

Comodo’s success arose from the very simple fact that they adapted their marketing for a new generation of consumers. While not all of their customers will be using Instagram to promote the restaurant and the dishes, imagine how much they would lose out on if there were no social media initiatives in place! The opportunity cost of not engaging in social marketing is far greater than the cost that goes into such a program.

Although Comodo is a small, local restaurant, they managed to do something innovative, creative and successful. Social media marketing provides avenues down which anyone can create a viral sensation out of their business.

Do you know of any other small businesses that have used social media to create a viral effect? Tell us in the comments below or on Twitter!

Social Media Case Study: Volkswagen

May 9, 2013/by Corey Padveen

Through the strategic use of LinkedIn, Volkswagen India was able to garner nearly 3,000 car recommendations in under a month.

We often think of LinkedIn as a B2B social network. Often times, that is true. After all, LinkedIn is the professional social network, and rarely do we hear of instances where companies use the platform for direct B2C campaigns. However, through the strategic use of LinkedIn, Volkswagen India managed to receive 2,700 recommendations in just 4 weeks.

In this week’s social media case study, we look at how Volkswagen used a carefully laid out LinkedIn strategy that paid off.

The Challenge

Volkswagen India was looking to increase their exposure in a relatively new market among professionals. But rather than simply running a conventional ad campaign, they wanted a viral component that emphasized the loyalty current customers had and influenced decision-making.

The Campaign

While Volkswagen began their marketing strategy outside of social media, they knew that social would be a large component of any successful campaign. The decision to go with LinkedIn was one that was carefully calculated. According to the Head of MArketing for Volkswagen India, Lutz Kothe, “We knew that for many people, their car affects their professional life and their professional identity affects their car choice. This made LinkedIn a natural choice to connect with current and potential car buyers among the growing professional population.”

Volkswagen India launched a Company Page on LinkedIn and opened it up to the public to begin posting reviews and comments about the product. As engagement increased, they created a series of Recommendation Ads, which showcased some of the brand’s recommendations from their page to other LinkedIn users that fit their targeted demographic. The idea here was to increase engagement and drive traffic to the Company Page and, eventually, the dealership.

Overall, their modest goal was to receive 500 recommendations from current and prospective buyers. Ultimately, in less than a month, they received 2,700 recommendations, over 2,300 new fans asking for more information about the models available and nearly one million viral updates about Volkswagen models.

The Lessons

There is a lot that marketers can take away from this tremendously successful campaign.

Build a Community Around Your Product

If you have a great product, don’t wait for people to figure that out. There is no shortage of competition out there, and the only way you are going to stand out is if you actively seek out a community of fans and continue to engage with them and build that community until, eventually, they are selling your product for you!

Establish Your Goals

This was a very precise, calculated effort on the part of Volkswagen India, and that paid off. If they had gone in without any goals, they would not have known where to begin, and, as the next lesson points out, would not have been able to formulate a strategy.

Start with a Strategy

A strategy is going to be one of your greatest assets when running a social media campaign. One of the most important takeaways in this social media case study is the need for a detailed strategy. Before the program began, the marketing team at Volkswagen India had a challenge, a step-by-step approach, a target demographic, a landscape of where that demographic is located and a plan of execution.

It may sound like a lot to do, but without that kind of planning, it will not only be impossible to measure successes and failures, but it will be impossible to launch a proper campaign!

Take Advantage of Social Media’s Marketing Features

Each network features different elements that are designed to help marketers. In this case, there was a Company Page and Recommendation Ads. On other networks, there are other such features. Use them! They are not there purely for aesthetics, they are there to provide resources to help you effectively grow your business on social media.

You can argue that this was as successful as it was because of the major brand behind the campaign. But as we noted in the introduction of this social media case study, Volkswagen was brand new in the Indian market when this was launched. The successes here can be achieved by any brand, all they need to do is execute efficiently, just like Volkswagen did.

Have you tried to market your product on LinkedIn? Why or why not? Does this social media case study make you see the network any differently? Tell us in the comments below or on Twitter!

Social Media Case Study: Best Buy

May 2, 2013/by Corey Padveen

The Best Buy Twelpforce program has taken the brand from a major force in local retail to an industry leader on social media.

Everyone knows about Best Buy, and everyone knows about their expertise. But a few years ago, Best Buy was faced with a challenge: How does a giant in electronics retail go beyond the walls of a store and engage with an audience, provide ongoing, real-time support, garner brand advocates and build their own brand on multiple channels in the most efficient, measurable way possible? The solution: @Twelpforce.

Twelpforce is Best Buy’s Twitter handle for their online community. Essentially, the Best Buy team provides support and answers to thousands of engaged users who want access to the Best Buy experts.

In this week’s social media case study, we look at what Twelpforce has accomplished, and what genius lay behind the concept that led to it being such a huge success.

The Concept

How is Twelpforce designed? Essentially, it is a handle to which all Best Buy employees have access. Questions about anything and everything electronics-related can be sent, and the Best Buy team answers them as quickly as possible.

With thousands of employees actively engaging with the Twelpforce platform, there is no shortage of experts that can answer a customer’s question without ever trying to close a deal. Thus, people can be comfortable knowing that they are getting a genuine, qualified response from someone who truly knows what they are talking about without being worried that they have fallen into a sales trap.

The Genius

When it comes to Twelpforce, there is a lot for Best Buy to proud of. Tens of thousands of questions have been answered since the program was founded and it has been a continually growing success. Below are a few features of note from the Twelpforce program.

Focus on Conversation

If this social media case study proves anything, it is that conversation is always better than monologue. In the first year of the Twelpforce program, Best Buy noted a 20% drop in customer complaints online. By engaging in active conversations with their clientele and providing simple, straightforward answers, Best Buy managed to boost customer morale and shrink complaints.

People like to talk to someone, with thousands of people ready to answer, conversation was inevitable.

Use Your Whole Team

People might hesitate to look at every employee and ask them to participate in a public, unfiltered conversation. Understandably so; particularly when you have a company as large as Best Buy. But the benefits to this tactic far outweighed the risks.

Limiting your engagement to a small team detracts from the purpose of a program like this. The goals, as noted above, are to start a conversation, and when you are simply providing support, there is nothing exceptionally unique. By involving the expertise of their whole team Best Buy accomplished two things: first, they ensured that questions would be answered promptly. Second, they ensured that no question would go unanswered, as they had a veritable “expert” in every field imaginable!

A 20% drop in complaints proves this was the right move.

If You’re There to Help, Help!

One of the most crucial aspects that led to the success of Best Buy was that they did not use their social community as a direct sales tool. Of course, if someone is asking about Best Buy-related products, then they can be driven to a landing page that helps them out further. But as far as sales go, that is not why people engage in a conversation with Twelpforce, nor would that angle have led to the same amount of success.

Twelpforce was designed to Tweet help (Twelp). By steering clear of the sales angle, Gina Debogovich, Community Manager at Best Buy noted the following: “Factoring in call deflection and sales influence, our online community engagements provide around a $5MM benefit to the organization.”

What strategy do you employ when it comes to engaging with your online community? Tell us in the comments below or on Twitter!

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