Case Study: Brooks Brothers achieves dramatic social engagement lift and real-time customer care with Spredfast

How Brooks Brothers turned a celebrity Tweet into a serious social win

Brooks Brothers, a nearly two-century-old retailer with a Twitter following of over 60,000, needed to manage real-time social conversations, provide excellent customer care, and surface audience content that could drive brand loyalty. Their challenge was efficiently identifying and responding to brand-relevant posts to create meaningful consumer experiences across social channels.

Using Spredfast’s Conversations Social Inbox, Analytics, and Intelligence, the social team spotted an ESPN analyst’s tweet about shopping in-store, confirmed details with the store, and delivered a surprise pair of shoes to the customer’s hotel with a handwritten note. The quick, personalized response generated a surge in social attention—featured tweets drove a 1900% increase in favorites, a 76% increase in retweets, and over 2 million potential impressions while allowing the team to track engagement across the influencers’ combined audience.

Brooks Brothers

Taylor Twellman

Athlete and Television Analyst