Scale up to increase brand presence. The customers’ perception of a brand’s level of care matters just as much as the brand’s intentions. Efforts to please customers aren’t always visible, yet brands should strive to show their customers how much they care. Well aware of that, we wanted to ensure that Blue Moon’s customer felt heard, never ignored, no matter what.
Our team is a key part of Blue Moon’s seamless customer experience, including: embodying their fun, helpful, positive tone of voice, while forging relationships directly with users, identifying engagement-worthy content, consumer trends, and product issues. To increase speed of response, we built an information library and regularly liaise with the brand manager on relevant issues. We monitor and report back on the overall tone of the conversation, while zeroing in on the overarching sentiments of customers, with the goal of mitigating the risk.