As a train ticket aggregator, Trainline don’t control British trains.
However, British customers associate Trainline with all issues outside of their control – and were very vocal about this in social comments. Anything from ongoing train strikes, delays and even leaves on the track – all things that fall outside of Trainline’s role as a brand.
So, how did DEPT use social and community management to resolve the negative sentiment on their channels? By creating a social media strategy that heroes regional train travel, inspiring familiarity and engagement, and encouraging customers to engage in a positive way.
+3,770% Ave engagement over benchmark | +996% Ave reach over benchmark | 1 in 5 Posts go viral organically
