Challenge
AAMCO Transmissions maintains more than six hundred car care centers throughout the United States. Each center maintains a presence on Facebook that must adhere to national branding guidelines from corporate while connecting with the local community. Content must be created and shared up to seven days per week. The larger challenge, however, was listening each day for complaints and issues raised by customers on social platforms such as Facebook.

Solution
Working with Qorvis Communications, I developed a solution to manage Facebook pages for all AAMCO service centers. I also managed a team of social media specialists to monitor the comments posted on the centers’ pages and respond in accordance with the AAMCO social playbook which I revised in collaboration with AAMCO’s communications team to guide interactions with AAMCO customers. In many cases we successfully transformed negative situations into positive experiences and strengthened the corporate brand. The solution was powered by Hootsuite⧉.

Results
The Facebook social media program for AAMCO created a consistent and faithful brand image for participating car care centers and provided engaging organic content and ads. Using community management, we successfully transformed negative situations into positive experiences to strengthen the corporate brand.