Case Study: Hootsuite achieves powerful social media advocacy and higher customer loyalty with Influitive

How Hootsuite Powers Its Social Media Advocacy Machine

Hootsuite, a global social media management leader with 11 million users in 175 countries, needed to prove that online networks could drive brand growth, improve retention, and scale customer support. The challenge was to mobilize enthusiastic users into a structured advocate community that would amplify product news, surface insights, host local events, and deepen customer loyalty across diverse markets.

Hootsuite launched a Brand Ambassador program built on listening, targeted recruitment (free education, exclusive rewards), strong onboarding, gamified engagement, local HootUps and continuous adaptation. The program grew to roughly 950 ambassadors (from ~100 to ~1,000 in 2014) and delivered measurable results: a 40% lift in engagement from education, 200% more amplification for product news, community self-solve rising from 30% to 65% (avoiding two hires), and HootUp attendees that were 72% non-users with a 13% conversion rate—boosting retention, support efficiency, and new customer acquisition.

Hootsuite

Jeanette Gibson

Vice President of Customer Experience and Community