JetBlue executives realized that many of their travelers were experiencing numerous problems with the airlines and most of the time it stemmed from a lack of communication. Busy commuters did not have time to stop and read detailed information when they were rushing to catch a flight at the airport or lost at a baggage terminal, so Twitter seemed to be worth a closer look. This campaign focused on answering consumer questions in a laid back, friendly format…which was very different from the standard press releases that the company was used to.
- Customer service agents answered customer questions in real time
- Answers were conversational and designed to connect on a personal level
- Several formats were tried as the JetBlue Twitter account gained followers
JetBlue quickly realized that while standard company memos received almost no response at all, consumers were easily captivated with real time interactions from friendly staff members. Since their Twitter account had almost no followers at the launch of the campaign, it was relatively easy to try several different messaging formats until the right combination was found. The company considers this campaign a massive success in connecting with consumers on a personal level and they have plans to expand the program. You can read more about this case study here.
Best Buy was seeking a way to give added value to their customers outside of their physical store locations, so they decided to develop a running promotion on Twitter to answer an array of electronic and computer related questions. They expected that by finding a service that their competitors could not provide and essentially giving it away for free, it would vault them into a much higher overall market share within their industry.
- Qualified employees were asked to volunteer to answer questions on Twitter
- Each response was catalogued so that other users could find information faster
- Over 2,900 employees have answered 40,000 questions since the program launch
While it is tough to gauge the productivity of a free service, Best Buy has seen their @twelpforce account skyrocket with followers over the past twelve months. It also had an unexpected side-effect of boosting employee morale by making average workers the voice of the company; all on an extremely limited budget. You can read more about this case study here.
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Although Einstein Bros. Bagels had maintained a Facebook page throughout 2009, they saw that their number of new visitors had become stagnant with a total at a fan-base of around 5,000. Their campaign approach was designed to determine if direct marketing through Facebook could increase their overall sales, with a secondary goal of increasing feedback from consumers.
- Campaign contacted previous Facebook fans with exclusive free bagel offer
- Afterwards, a block ad was sent replicating offer to new fans
- Promotion lasted 24 hours and sent to all Facebook members
During the first week of the campaign in January of 2010, Einstein Bros. Bagels saw a 1000% increase in fans on their website. On January 25th of the same year, their fan membership jumped from 50,000 to 300,000 in a single day. Those 300,000 members were then used to create a profile of their typical fan. A second campaign was launched to reach those within their most prominent demographic and the fan base doubled again to 600,000. For the mere cost of a bagel, Einstein Bros. Bagels became the 54th most popular business on Facebook. To view the actual study, click here.
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When Levi’s decided to launch their “Ready to Work” campaign in 2010 that featured their new lineup of outdoor clothing, the company focused on the residents of Braddock, Pennsylvania since the area residents were trying to revive the local steel mills. They took these resident’s rugged image and featured it in several Facebook ads that were targeted at the 18-34 year old demographic. Levi’s also tested Facebook-only 40% off discounts during this campaign to have a measurable conversion rate among the viewers.
- Campaign designed to introduce new line of denim clothing
- Featured a rugged, All-American steel town
- Targeted the 18-34 demographic
Within 15 minutes of the campaign launch, Levi’s saw the traffic to their website double as consumers cashed in on the 40% off incentive. Traffic to the Levi’s Facebook page saw 1500% more interactions, with their total amount of fans increasing by 35% over the course of the campaign. A spokesperson for Levi’s stated that the Facebook campaign was a very cost effective way to drive in new business and they will definitely use similar approaches in the future. To view the actual study, click here.
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Clorox had been advertising their Green Works brand of environmentally-friendly products for several months on Facebook without a noticeable boost in awareness or revenue. A new Facebook campaign was started in 2010 that aimed to raise community awareness with several different initiatives ranging from a $3 off coupon to helping the company decide where to send charitable donations. Another goal was to have fans register at their Green Works homepage on the web.
- Campaign designed to increase awareness of Green Works
- Various incentives offered for visiting Facebook page
- Target audience was females aged 25-54
Clorox almost immediately discovered that the $3 off coupon was by far more effective than any campaign they had implemented to date. A .11% engagement rate was record setting for the company, which was later connected to a 12% increase in brand awareness in a Nielsen study. More than 20,000 fans voted and submitted comments for the charitable drives as well. Over 33% of Clorox’s Facebook visitors for the 2010 year can be directly linked to this advertising. To view the actual study, click here.
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In November of 2009, Cheerios began a Facebook campaign that primarily targeted mothers with young children. In order to entice this demographic to become a fan, they offered a free children’s book to charity for each new member that made contact through Facebook. The campaign launch was scheduled in a 24 hour block format where all Facebook members meeting the criteria would see the ad. The overall goal was to increase the company’s image as a responsible, caring business that relates to their customers.
- Facebook campaign aimed at mothers with small children
- Free book donated to organization First Book for each fan
- Goal was to enhance company image with mothers
On November 5th, 2009, Cheerios has 133,129 visitors to their Facebook page, which is a 1500% increase from the previous day. The overall engagement rate (.19 percent) was a record for the company and Cheerios eventually had over 84.5 million total impressions. Over 200,000 people have become fans of the page since the campaign launch with 124,000 books given away. You can view the actual case study here.
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Tod Maffin, COO and Senior Strategist at