Clients: Retail and Food Services

Key Dynamics for Retail and Food Services in Social Media

  • Social execution that drives traffic into stores and/or drives transactions to the website
  • On-page experience comparable to and consistent with in-store experience (driven by social cultural model)
  • Two-tier brand support (both retail brand and the products it carries)
  • Simultaneous support of long-term retailer brand relationship with consumers and short-term promotional focus that drives traffic
  • Social Customer Service & Support including integration into brands internal service/support process flow
  • Ability to scale up and down to support seasonal patterns, especially Black Friday, through early January
  • Support customers quickly via social channels
  • Social crisis management

Classic case study:
Burger King social crisis management on Facebook

Contracted for content moderation of the brand Facebook Page, with monthly Community Tone/Insight reports, LiveWorld also focused on brand reactions to audience-introduced issues and attacks from environmental activists. Our staff analyzed the tone and momentum of the activist campaign and recommended corporate social responsibility action, which outlined the company’s concern with the issue and its plan to change business practice. LiveWorld social crisis management enabled the client to diffuse three crises and adopt an ongoing readiness program.

Current Clients:

  •      eBay           Major big-box retailer

1996 – 2010 Clients:

  • Aramark
  • Bloomingdales
  • Borders
  • Burger King
  • David’s Bridal
  • Home Depot
  • Macy’s
  • McDonalds
  • Men’s Wearhouse
  • Staples
  • Starbucks
  • QVC
  • TJX: TJ Maxx, Marshalls