Great social customer care probably isn’t the first thing that comes to mind when you think of Five Guys Burgers. More like delicious, beefy burgers and tasty fries.
But Five Guys lets 1,200 franchisees join in on the brand conversation over social media, keeping it personal in all of their various markets across the US and the UK. They’re a great example of how brands don’t have to sacrifice personal customer care just because they grow.
This case study from HootSuite looks at what Five Guys have done to keep their social customer care to scale, even as their customers are proliferating. Their secret is a mix of user-generated content from its million-plus followers, and hyper-local targeting. It adds up to a very effective social strategy that all brands can learn from.Get The Case Study