Success Story
Local Social Media Communications for Hundreds of Stores
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About the company.
This is Carrefour.
A pioneer of mass food distribution, the Carrefour Group now has 12,225 stores in more than 30 countries. Attentive to its customers and committed to providing better food for all, the group’s ambition is to anticipate and support current developments in issues of the environment, as well as societal and technological changes.
It is with this in mind that the Carrefour Group wanted to digitize the public communication of its stores by taking as a guiding axis a localized commitment to its Facebook presence.
OBJECTIVES
‣ Social-to-store: And expansion of the catchment area of stores and the generation of traffic at points of sale.
‣ Customer proximity: To personalize the customer
relationship at the local level for bette responsiveness and focus on customer needs
‣ Customer engagement and loyalty: supporting stores to generate engagement on their Facebook pages and build customer loyalty through regular network interactions.
To achieve these objectives, the Carrefour Group has chosen to equip its stores with the leading social media management solution in Europe: Facelift.
Company facts.
Company based in
Boulogne-Billancourt, France
Company Industry
Retail
Company size
+320.000
“Facelift is a major, indispensable tool for all companies managing multiple brands. It allows us to convey, via social media, the Carrefour Group’s brand image in a coherent way, on all our points of sale.”
Stéfen Bompais,
Director of Hypermarket Customer Experience & Internal Communication Carrefour
The solution
ENCOURAGE LOCAL PUBLISHING
The objective: Develop store visibility and communicate group values through social networks, particularly local Facebook pages.
Encourage use of social networks: Recognizing that managing social networks isn't typically a store manager's primary responsibility, we engage local teams with Facelift by:
‣ Providing them with an easy-to-use, functional and customized tool.
‣Providing support tailored to their needs.
‣ Emphasizing the value of social as a lever for social-to-store in training sessions to drive customer satisfaction.
Manage and develop a local audience
The objective: Improve listening and customer satisfaction.
Optimize request handling and improve responsiveness by
‣ Automatically tagging incoming requests, like comments, opinions, private messages, etc. for efficient handling.
‣Simplifying prioritization with custom inboxes that filter messages by topic.
‣ Implementing semantic analysis and alerting systems for rapid handling of high-priority requests.
‣Ensuring responsiveness with available response templates that can be also accessed on mobile devices.
93 %
Average adoption growth*
* By all stores over a period of 6 months.
74 %
Average store initiative*
* 74% of all posts are published at the initiative of stores
+ 24,000
Facebook Followers*
* Volume of additional subscribers for all store pages over a period of 6 months.
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OVER 2,000 CUSTOMERS TRUST FACELIFT.
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