Case Study: Mall of America triples guest engagement and grows followers 60% with Khoros

How Mall of America Creates a Great Guest Experience

Mall of America faced the challenge of turning millions of in‑mall experiences into consistent, timely social engagement: their social team lacked a single place to surface guest comments, collaborate across care and marketing, and act quickly to resolve issues or amplify positive moments. To address this, Mall of America partnered with Khoros and adopted the Khoros Marketing platform as the core of their social community management strategy.

Khoros helped MOA build an Enhanced Service Portal (ESP) — a social command center with real‑time visualizations, unified monitoring, and personalized response workflows that link social care and marketing. The result: a 60% increase in social followers, 3x more guest engagement, more than 80K conversations annually (about 1 message per minute), and a consistent, measurable improvement in guest sentiment driven by Khoros.

Mall of America

Nate Sandell

Senior Manager of Social Media