Elvie

The brief: Develop a brand tone and personality for community management purposes; influence strategy decisions with data and learnings from community management and interactions with Elvie customers; increase positive brand sentiment and presence on other social platforms

The work: In collaboration with the customer service team, categorised social interactions into those needing customer service escalation and those needing creative responses; established a playful and impactful brand tone that increased responses; researched and wrote the company’s first Reddit strategy

The results: Average 57% increase in positive sentiment across social channels per month; 5% increase in share of voice across all channels; 100% overperformance of product refresh influencer campaign