Cabela's: Fall in love with customers on social, presented by Adam Buchanan
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Transcript of Cabela's: Fall in love with customers on social, presented by Adam Buchanan
SOCIALMEDIA.ORGCASE STUDIES
Member Meeting 32Chicago, 6-15-2014
Learn more about Member Meetingssocialmedia.org/meetings
SOCIALMEDIA.ORG
ME
M
BER M EETIN
G 3
2
CHICAGO
Cabela’sAdam BuchananFall in love with customers on social
The Sandlot, Porter; 1993
That’s a collective
3,600 Hours customers were waiting for a response per week
Killin’ Me Smalls
Ignore
Unresolvable
Political, religious, or irrelevant
Acknowledge
Non-Issue, Needs more information
Thank customer or ask for more information
Feature customer
photos and stories
Respond
Resolvable
Direct customer to
CRD
Respond as quickly as possible
Retail or .com experience
Escalate
Brand reputation
Issues
Work with PR for approved messaging/
address offline
Average response time 8AM-7PM Monday-Friday and weekend coverage
• Respond to 90% of messages we receive
• Average of 70 incoming messages per week
5 Hours
90%
Increased followers on social channels 2-4X