Case Study

Community Management for Booths Supermarkets

Booths Supermarkets is a family-owned independent retailer with 27 stores across the North of England.

We began working with their internal marketing & customer services team in 2017, providing community management on all of their social channels during office hours and out of hours/weekends as well.

The Challenge

Booths were receiving a high volume of customer comments, positive and negative feedback, and enquiries on social media. They needed a social media agency available every day of the year, both during office hours and out of hours, to provide exemplary customer service, handle complaints, and offer crisis management.

The Strategy

Our community management package offered everything they were looking for.

We use Booths’ tone of voice to guarantee consistency with the rest of their communications and provide unique and personalised responses to all customer interactions. From customer service issues to product, staff, or store compliments, we ensure every engagement is acknowledged and receives tailored replies—even on weekends when Booths’ internal customer service is unavailable.

We thank customers for their positive praise and pass on feedback to the appropriate department at Booths to amplify their success stories. For negative comments, we engage directly, offering resolutions or connecting them with the internal customer care team.

We also post real-time content received out of hours from all 27 stores to ensure profiles are constantly updated. Our responsive crisis management team is always on hand to safeguard their brand.

The Results

Unparalleled Engagement
Since 2017, we’ve delivered a 100% engagement rate, ensuring every customer interaction is acknowledged and valued.

Strengthened Community Relationships
Booths’ audience feels heard and appreciated as part of a loyal and engaged social media community.

Trusted Partnership
Our ongoing relationship with Booths’ marketing department has blossomed into a close, trusted collaboration. This ongoing partnership reflects the impact of our work and their confidence in our expertise.