Increase engagement and meaning with the brand. Measure negative and positive sentiment and increase net promoter score
Target persona development: Through focus groups and tissue sessions involving
deep research, we came up with the strategic bedrock of who we were targeting and what their
wants/needs/concerns were, we also studied and understood which medium would be likely to
appeal to them based on their online behavior.
Social media ‘personalities’ or Mascots of the brand through customer care
● Idea: “Airtel Kenya (Jamo & Caro)
Airtel Kenya – Jamo and Caro stand for not just customer care, but also customer experience. They brought back life to the Airtel Kenya social media pages. They both speak the customer’s language, literally. If a customer writes a query in sheng, Jamo and Caro reply in sheng (local slang) and the same for Kiswahili and English. They also ensure that they sort out any customer query within 15 minutes.
Engagement on the Airtel Kenya Social media platforms increased by over 100%
Tactics We Deployed
Without a plan you will get exactly where you planned to go- think about that for a moment. Usually digital comes at the end of a media strategy as an ‘add on’ and what do the results tend to be?
When you realize that everyone in your company is already busy with their actual job and they do not have time to ‘Update your social media pages’ that is where we come in.
High School never ends!!! Social Media can be like high-school sometimes; you’ve got the cool kids who love to party, the techies, the socially conscious etc.
Video has now become the medium ‘de rigueur’ customers have become so accustomed to watching their content that they now expect it! We are experts in creating content that reflects your brand
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