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Case Study

Simonds Homes

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Turning Complaints Into Customer Service Wins

With great pride, Simonds builds homes and futures so that generations of Australian families can create lasting memories. Established in 1949, today Simonds faces a competitive digital market.

The brand came to us with a desire to enhance their social media offering in order to re-engage their audience and improve their reputation.

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The Challenge

As part of the brief, we set out to expand Simonds’ reach, increase engagement and drive new leads through Facebook and Instagram while working with multiple agencies and stakeholders. Our key task was to create content that would encourage conversation and drive brand interest, whilst promoting trust. We also had to monitor the community, which at times included challenging feedback; our strategy was to turn customer complaints into customer service wins.

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Solution & Results

We sought to create a tone of voice for Simonds that would resonate with its audience. Our social offering reflected this voice and content was created that would speak to customers, offer useful information and promote engagement. Over 12 months, audience numbers are up more than 50%, positive customer interaction is steadily increasing and negative feedback is at a plateau.

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Get Leads Not Likes

We have extensive experience with social media management and pride ourselves on our track record of exceptional results.