We have been running it continuously since September 2012
and we comprehensively support the Reserved profile on Facebook.
Goals
Systematizing the current one
communication and creating consistent
communication framework,
engaging fans.
Popularization of the profile.
Creation of procedures
and efficient customer service
in the social media channel.
Activities: A coherent communication framework
We have developed a strategy
communication.
We took the specifics into account
different markets
and we migrated
profile on the global page.
We systematized
communication.
Effects
After the first 3 months:
150 000
new fans
Numbers increase
active fans
+190%
Index increase
engagement rate
+130%
Numbers increase
user comments
+540%
and the number of likes
+220%
Activities: Popularization of the profile
We organized a dozen or so
competitions and special events.
We reward loyalty
fans with discounts
with unique codes
lines.
We run campaigns
Facebook Ads.
Effects
Number of fans in September 2012:
0.7 million
Number of fans in June 2015:
1.7 million
Activities: Social care (customer service)
We have located the points
inflammatory and we prepared
procedures and response scenarios
to the most frequently appearing ones
inquiries.
We built the tools
reducing response time
(including accessibility search engine
given model in the store).
We have created an efficient one
and quick to respond
monitoring system.
Effects
This is how the number of our responses to consumer inquiries changed: Data: own analysis
How long do we respond: Data: Sotrender, March 2015
