Cheerble is new start up that sells smart pet toys – WickedBall and WickedBone. During its launch, they faced overwhelming demand for their WickedBalls and ran into production issues due to the lack of resources to produce enough to meet orders. As a result, shipments were delayed for several months, angering many of their customers, who took to social media to show their displeasure.
I was involved in proposing a rescue plan that aims to turn the situation around and appease Cheerble’s consumers.
Proposal
Based on the aims of the company, I created a Cheerble Project Proposal for the rescue plan as well as some marketing strategies that can potentially benefit the growth of Cheerble.
I identified some problems that Cheerble should tackle to handle their angry customers, namely the Misalignment of Social Media with Stage of Business, In-activeness in Handling Customer Queries and Negative Shipping Experience. After identifying the problems, I recommended solutions that seeks to resolve them respectively, from changing their social media content to setting up a proper structure for the customer service team.
Social Media Calendar
Customer Service Template
After 2 week of implementing the strategies proposed, negative online sentiments on Cheerble’s Facebook reduced by 70% and customers on both Facebook and Email channels were more willing to be patient upon receiving proper response and relevant updates from Cheerble