NorthShore Care Supply

Built community in a category where customers rarely speak up

Context

Social media was outsourced, and the brand had no advocates or customer content in a category where people rarely talk about their experience in public.

What I did

• Launched a customer hero club that captured 500 customer stories and fed content for more than a year.
• Launched a brand ambassador program from scratch, adding no-cost UGC to the mix, and was the first to bring creator content to the brand.
• Brought social media in-house, hiring and developing the team to run it.
• Expanded the brand from five social platforms to eight.

Results

Tools and channels