Pizza Hut Case Study

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Super Bowl Sunday is one of the busiest pizza days of the year. Find out how Pizza Hut put together their own team for the big game and scored a big win.

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Pizza Hut Case Study

  1. 1. Case Study / Pizza HutPizza Hut ScoresBig on Game DayThe Challenge was made up of people from across the organization including, Marketing, Customer Care, and MenuSuper Bowl Sunday is one the of the busiest pizza Innovation. The team was trained on social customerdays of the year. Pizza Hut expected to sell over 2 service best practices; they prepared a list of topmillion pizzas on that day alone. To deal with the issues/questions to expect, and learned how tooverwhelming number of orders, Pizza Hut had made handle these questions and comments in an honestit possible for customers to pre order pizzas. They and authentic manner.could do so by ordering online, at pizzahut.com.Even with pre-orders and pre-planning, the team atPizza Hut knew that they needed to prepare in a big The Resultsway for what would be their busiest day of the year.“Super Bowl Sunday is such an important day for Game day arrived and the Pizza Hut Big Game Squadus,” says Tressie Lieberman, Sr. Manager of Digital sprung into action. They monitored over 14,000 pizzaMarketing, “we know our customers are going conversations, including mentions of Pizza Hut asonline to find answers so we wanted to make sure well as their competitors throughout Super Bowlwe were there to listen and offer solutions.” Sunday. The squad was also able to assist over 450 customers on Facebook and Twitter that day. The Game Squad not only answered customer questionsThe Approach and dealt with issues, but they also reached out to provide e-gift cards for those customers that hadThere has been a shift in the way customers look for experienced delays or issues with their orders. Theycustomer service. Knowing that social media plays also offered the e-gift cards at random as a way toa large part, the team at Pizza Hut was anticipating reward their brand advocates.a large spike in the number of online conversationsthat mentioned pizza and more specifically Pizza Hut Touchdown! Pizza Hut considered the program aon Super Bowl Sunday. huge success. Plans are now underway to look for ways that they can continue with this approachPizza Hut decided to put together their own team for online each and every day.the big game – The Pizza Hut Big Game Squad whichwww.radian6.com1 888 6RADIAN (1 888 672-3426) Copyright © 2012 - Radian6

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