Building a next-generation Social Ecosystem
Industry
Retail
Company Size / Annual Revenue
Enterprise / $100B+ revenue
Markets
North America
Relationship
CMO, VP of Social Media
Challenge
A leading global retailer faced significant inefficiencies from a fragmented social media approach, resulting in inconsistent brand messaging, siloed operations, and delayed content delivery. The organization needed a cohesive strategy powered by consolidated tech and tools to unify internal processes, optimize content production, and enable rapid, performance driven decision-making.
Approach
We initiated an in-depth, multi-workstream diagnostic to rapidly uncover performance barriers and operational bottlenecks. This diagnostic identified critical issues: fragmented technology, multiple competing stakeholder groups, diluted brand messaging, and missed opportunities in leveraging shared real-time insights.
In response, we designed an agile operating framework, integrating advanced technology to deliver real-time performance analytics and content optimization. Through collaborative workshops, we restructured roles, clearly defined responsibilities, and embedded data-driven KPIs. Comprehensive training and strategic implementation ensured the team quickly adapted, achieving immediate performance gains.
Results
Increased social engagement rates by >20%%
By removing duplication we reduced content costs by 35%
Unified brand messaging and co-ordination across all social channels.
Created a flexible, responsive operational model equipped for continuous improvement.
This new approach delivered immediate impact, empowering marketing teams to proactively shape the customer conversation and adapt swiftly to market changes.
