The challenge
Our client wanted a clearer picture of how people perceived its brand, and how much of the conversation it owned against others. It needed insights it could turn into a better customer experience.
At the same time, the company was ready to start answering customers directly on social, and to open new revenue streams with media partners. Each goal depended on listening done well and on the right setup behind it.
What we did
Trellist built the listening program, stood up social customer care, and helped turn listening into a partner revenue stream.
- Listening as part of customer experience. We delivered the listening strategy, implementation, and ongoing reporting and analytics, acting as an extension of the customer experience support team.
- Platform optimization and dashboards. Trellist optimized the social platform and set up dashboards so teams could see perception and share of voice at a glance.
- Social care at scale. We created the social care strategy and implemented the first phase with 50+ seats.
- A new partner revenue stream. Trellist implemented and managed an innovative partner revenue stream with two entertainment media partners, built on the platform and social listening software.