PowerPoint Presentation

h ppy communitymanagementwinner mixx awards 2016

The speakers.

Creative Director Content at TBWABout HoltofMarketing Supervisor at McDonaldsAthina Manirakiza

The winning case.

Facebook walls are tough places.

We could have responded like this:

Suck you too, James!

But we prefer this:

Sorry James, you cant eat our tasty Juicy Jane through a straw yet . But when it does, well let you know. In the meantime, do suck up our delicious milkshakes.

McDonalds Belgium, the French and Dutch Facebook page, has about 140.000 followers. Each day, both pages receive on average 1.035 reactions, questions, complaints and suggestions.

Our recipe.

Humor works. Even in theworse situations. Every comment is responded with a smile. Without ignoring the problem, and apologizing when needed, we try to turn negative comments into a positive. With witty replies, emojis, pictures whatever works. To turn upset customers into happy. And every dislike into a like. We call it: Happy Community Management..

Our tools.

A great 365 content strategy.A great identity: a personal, consistent, caring, happy and forever young tone of voice.A great, dedicated team of content creators, 24/7.A great tool to publish, monitor and engage with our fans: Sprinklr. Great patience.

About Sprinklr:

Weve worked closely with Sprinklr to build a custom setup: the system allows us to categorize and assign comments & complaints by urgency, type and certain keywords.The number of engagements grew by 38,4% in the past year.In the last quarter we swiftly managed a total of 7.2K comments and messages.We managed to maintain the same level of timely response: within minutes during working hours.

The results.

Return the love.

act in the

How to turn a challenge into an opportunity?

Thank you!