Case Study: Sweetwater achieves scalable one-on-one social customer service and increased sales with Brandwatch

How musical instruments retailer Sweetwater Sound uses best social media customer service practices to create one-on-one relationships with customers

Sweetwater Sound, the world’s leading music technology and instrument retailer, is famous for its immersive Fort Wayne campus and for pairing every customer with a dedicated Sales Engineer for life. The company’s challenge was to replicate that highly personal, hands-on instrument-buying experience online—efficiently and scalably—while supporting digital initiatives like its high-resolution Guitar Gallery and rigorous 55-point inspection process.

Led by Social Media Manager Steve Dwyer, Sweetwater used proactive social listening to connect online mentions to its customer database and enable one-on-one outreach (for example, surprising a disappointed customer with the company’s signature bag of candy). The approach deepened customer relationships, generated positive earned media, boosted reputation and reach, and helped drive increased sales by guiding fans from social interactions through to purchase.

Sweetwater

Steve Dwyer

Social Media Manager