Social Media Management

The Challenge
Jeep’s There & Back Guarantee introduced the start of a whole new way of doing business. The community management strategy across all owned Jeep social channels during this critical period needed to address customer sentiment and build trust in the brand again.

Our Approach
Establish a best practice workflow procedure to manage enquiries received through social that require escalation by the client. Develop positive brand engagement and sentiment through round the clock community management, strategic proactive and reactive social posts and genuine customer service. Effectively target the Jeep social audience through tone of voice, messaging and a timely content calendar.

The Results
The ultimate goal of converting ‘brand rejectors’ into brand advocates was achieved by managing the workflow of issues resolution through social. Proactive content performed significantly well – with up to three times the organic reach of previous posts. Social listening provided valuable insight for Jeep regarding what their customers need and want. Community management led to improved customer engagement and growth in positive sentiment.