With over 60 outlets, Shwapno is the largest grocery chain and the best retail brand in Bangladesh. Their goal is to make sure the customers always leave with a smile.
Objective:
One of the biggest Youtube celebrities of our country, Salman Muqtadir, had a bad customer experience at a competing retail chain and posted about his experience on Facebook. We identified the situation through our social listening tool. Rather than sitting back we stepped up to use this incident proactively to make the retail chain industry better and convert the celebrity YouTuber to a Shwapno customer.
PROCESS
Idea:
Soon after Salman posted his experience on social media, we sent him a goody bag from Shwapno with an apology note on behalf of the industry – also promising him that if he tried Shwapno, his experience would be amazing.
Execution:
The YouTuber was surprised and ecstatic. It worked amazingly as he made another post shortly, but this time with the picture of our goody bag appreciating the kind gesture made by Shwapno team.
RESULTS
His post for Shwapno’s gesture received 20,000+ organic engagement overnight. People acknowledged Shwapno’s effort and good intent. It also communicated that customer experience is the top priority for Shwapno and that they care. Thus, a problem was turned into free PR with a creative idea, fast execution and (free) influencer marketing worth a lot of media value. This was made possible by WebAble’s social listening tool which also tracks our clients’ competitors.
