Case Study
Nicole van Zanten
How Shokz Improved Customer Sentiment
CPG 
United States 
Mid-market (25-250 employees) About
Founded in 2011, leading bone conduction technology retailer Shokz has reached record growth – in 2019 alone, they saw 55% YoY sales growth. When they moved their headquarters to Austin, Texas in 2020, it was official – they needed a trustworthy agency partner to scale with them. A tough pandemic year shook things further. With a growing demand, Shokz struggled to address a growing amount of negative customer sentiment online, and a lagging customer response time. Their internal teams weren’t built for customer service and insights at scale. They partnered with ICUC, and within just one year, the two teams saw major changes in Shokz customer sentiment.Services
Moderation ReportingPlatforms
Facebook 
Instagram Free Download Book a Meeting 
★ ★ ★ ★ ★“With ICUC, we cut a 5 hour response time in half, and saw a 10K item jump in engagement. These shifts have been paramount to our brand community’s health and our ability to share our products with the world.” Colin Greenseich Social Media & Influencer Manager Transform your brand’s digital strategy with tailored solutions.
Schedule a consultation to explore how ICUC’s services can fuel your growth. Schedule a ConsultationOther Case Studies
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FOOD & BEV How Boston Pizza Improved Guest Experiences
Explore >No matter your industry, ICUC is ready to protect your brand’s online reputation and drive meaningful audience engagement
CPG & Retail Agencies Energy Gaming Technology See More Don’t see your industry? ICUC is trusted by 200+ companies across the world Get in touch now! Book a MeetingDiscover ICUC Services
Social Media Strategy
Transform your content and brand voice optimized for audience engagement and cross-channel brand alignment. Explore >
Social Listening
Know who is talking about your brand and your competitors, all the time and in real-time. Explore >
Social Media Moderation
Protect your brand reputation, knowing your brand is in safe hands the moment a crisis hits. Explore >About CS -- Short Version [non-downloadable asset]
About
Founded in 2011, leading bone conduction technology retailer Shokz has reached record growth – in 2019 alone, they saw 55% YoY sales growth. When they moved their headquarters to Austin, Texas in 2020, it was official – they needed a trustworthy agency partner to scale with them. A tough pandemic year shook things further. With a growing demand, Shokz struggled to address a growing amount of negative customer sentiment online, and a lagging customer response time. Their internal teams weren’t built for customer service and insights at scale. They partnered with ICUC, and within just one year, the two teams saw major changes in Shokz customer sentiment.Results
250K Q4 2023 Moderated Engagements 18m Number of Instagram Followers Alone 30 min Service Level AgreementServices
Moderation ReportingPlatforms
Facebook Instagram Book a Meeting About CS -- Short Version [with downloadable asset]
About
Founded in 2011, leading bone conduction technology retailer Shokz has reached record growth – in 2019 alone, they saw 55% YoY sales growth. When they moved their headquarters to Austin, Texas in 2020, it was official – they needed a trustworthy agency partner to scale with them. A tough pandemic year shook things further. With a growing demand, Shokz struggled to address a growing amount of negative customer sentiment online, and a lagging customer response time. Their internal teams weren’t built for customer service and insights at scale. They partnered with ICUC, and within just one year, the two teams saw major changes in Shokz customer sentiment.Services
Moderation ReportingPlatforms
Facebook Instagram Free Download Book a Meeting Case Studies Slider (to be updated)
CASE STUDY For 14 years, ICUC has been key online strategic partner for global coffee chain company community management
↗ 250K Q2 2024 Moderated Engagements ↗ 18M Instagram Followers: Cultivated a Robust Community on Instagram ↗ 5X Increase in Brand Mentions Over 12 Months "When the leading coffee chain exploded as a brand becoming the world's largest coffee chain, they were seeking a partner that could help build and maintain a powerful online community for fans and followers. ICUC has been able to scale into new markets, evolve with changing social platforms, support during crises, and keep up with the high volume of customer engagement.Testimonial Box
<imgsrc="/images/industries/cpg/shokz.svg" alt="Shokz Logo" /> Colin Greenseich Social Media & Influencer Manager "With ICUC, we cut a 5-hour response time in half, and saw a 10K item jump in engagement. These shifts have been paramount to our brand community’s health and our ability to share our products with the world."An April Fool’s Day Partnership with Mattress Firm and Chili’s
CPG United States Mid-market (25-250 employees) About
For the past 90 years, Mattress Firm® and its family of companies have been enhancing sleep quality across America. To spearhead a rebranding initiative on social media, the team collaborated with ICUC and the national restaurant brand Chili’s® for an April Fool’s Day campaign that seamlessly captured the spirit of the day. The campaign aimed to boost follower counts across all platforms, strengthen brand loyalty, and increase month-over-month engagement rates. ICUC set clear, comprehensive goals to align with these business needs. Download the case study to discover how ICUC provided Mattress Firm® with peace of mind, and learn about the significance of community management and engagement, coupled with campaign optimization, in supporting your brand.Services
Social Media Strategy Community EngagementPlatforms
Facebook Instagram 
X (Twitter) Free Download Book a Meeting ★ ★ ★ ★ ★“As the campaign launched, we watched all these brands come in and join the campaign, which as a social media professional, is huge. I mean, I can retire now (kidding). Kimpton and Massage Envy joked about wanting a massage bed -- not a bad idea now that I think about it!” Sarah Hoover Manager, Communitites Boston Pizza
How Boston Pizza Improved Guest Experiences
CPG United States Mid-market Enterprise About
Canada's leading casual dining brand Boston Pizza began in Edmonton, Alberta in 1964 and expanded to over 400 franchises, today serving 40 million guests annually. Their rapid growth highlighted a gap between in-person and online customer relationships, expounded by the rise of social media. The COVID-19 pandemic further forced a business model change, challenging communication in a digital network. Partnering with ICUC, experts in community management, Boston Pizza ensured consistent customer communication. ICUC provided round-the-clock social media engagement and moderation, allowing the internal team to focus on core business areas. This partnership saved time and set a new service level agreement (SLA) standard for customer service. Learn how their collaboration can benefit your brand by downloading our case study.Services
Moderation ReportingPlatforms
Facebook Instagram X (Twitter) 
Google Reviews 
Yelp Free Download Book a Meeting ★ ★ ★ ★ ★“In the 12 months prior to partnering with ICUC, Boston Pizza had a response rate of 3% and an overall rating of 3.3/5. Year to date (2021), we have a response rate of 99% and an overall rating of 4/5, with an additional 20,000 reviews.” Cory Goddard Senior Director, Operation Systems & Training Chili's
Transforming Chili’s Presence on TikTok
CPG United States Large Enterprise About
International restaurant brand Chili’s focuses on technological innovation by enhancing digital guest experiences and prioritizing infrastructure. In 2013, they revolutionized casual dining with Ziosk® tabletop tablets, now on over 70,000 tables nationwide. Technology has been crucial for Chili’s to manage brand engagement on social media—until TikTok and other platforms stretched resources thin. Faced with TikTok's challenges and opportunities, especially during COVID-19, Chili’s needed a reliable partner to optimize its presence and improve its community and content strategy. They partnered with ICUC to enhance TikTok community management and elevate social media strategy.Services
Community Management StrategyPlatforms
Facebook Instagram X (Twitter) 
Tiktok Free Download Book a Meeting ★ ★ ★ ★ ★"When budget cuts were necessary during the pandemic, ICUC was the only agency we kept because we couldn't continue without their support." Liz Bickert Senior Marketing Manager Transform your brand’s digital strategy with tailored solutions.
Schedule a consultation to explore how ICUC’s services can fuel your growth. Schedule a ConsultationOther Case Studies
FOOD & BEV Transforming Chili's Presence on TikTok
Explore > CPG How Shokz Improved Customer Sentiment
Explore > FOOD & BEV How Boston Pizza Improved Guest Experiences
Explore >No matter your industry, ICUC is ready to protect your brand’s online reputation and drive meaningful audience engagement
CPG & Retail Agencies Energy Gaming Technology See More Don’t see your industry? ICUC is trusted by 200+ companies across the world Get in touch now! Book a MeetingDiscover ICUC Services
Social Media Strategy
Transform your content and brand voice optimized for audience engagement and cross-channel brand alignment. Explore > Social Listening
Know who is talking about your brand and your competitors, all the time and in real-time. Explore > Social Media Moderation
Protect your brand reputation, knowing your brand is in safe hands the moment a crisis hits. Explore >How The Great Courses Rapidly Scaled Content Moderation with ICUC
CPG United States Large Enterprise About
The Great Courses offers an educational video subscription service designed for lifelong learners. Serving over 20 million users, it provides a wide range of content—from brief videos to in-depth courses and tutorials—aimed at enhancing knowledge and skills in areas like science, math, economics, and art. As Great Courses' subscriber base and social media presence expanded, so did the volume of customer interactions. To manage the increasing customer demand and interact with their half-million followers across social platforms, support was crucial. To tackle these challenges, Wondrium partnered with experts at ICUC, a specialized digital community management agency, to scale with their growing needs.Services
Moderation ReportingPlatforms
Facebook Instagram Free Download Book a Meeting 
★ ★ ★ ★ ★"Having ICUC as auxiliary teammates not only keeps our team ahead of industry news, but they also cover us for the nitty-gritty tasks, like scheduling posts and hiding problematic comments. Their support has been a huge win for me." Julie Stoltz Senior Digital Marketing Manager Transform your brand’s digital strategy with tailored solutions.
Schedule a consultation to explore how ICUC’s services can fuel your growth. Schedule a ConsultationOther Case Studies
FOOD & BEV Transforming Chili's Presence on TikTok
Explore > CPG How Shokz Improved Customer Sentiment
Explore > FOOD & BEV How Boston Pizza Improved Guest Experiences
Explore >No matter your industry, ICUC is ready to protect your brand’s online reputation and drive meaningful audience engagement
CPG & Retail Agencies Energy Gaming Technology See More Don’t see your industry? ICUC is trusted by 200+ companies across the world Get in touch now! Book a MeetingDiscover ICUC Services
Social Media Strategy
Transform your content and brand voice optimized for audience engagement and cross-channel brand alignment. Explore > Social Listening
Know who is talking about your brand and your competitors, all the time and in real-time. Explore > Social Media Moderation
Protect your brand reputation, knowing your brand is in safe hands the moment a crisis hits. Explore >Big Coffee Brand - Text needs to be reviewed (figma below for edits)
FigmaFor 14 years, ICUC has been key strategic partner for community management
CPG United States Large Enterprise About
When this coffee brand exploded as a brand becoming one of the world's largest coffee chain, they were seeking a partner that could help build and maintain a powerful online community for fans and followers. ICUC has been able to scale into new markets, evolve with changing social platforms, support during crises, and keep up with the high volume of customer engagement.Response
• 24/7 moderation, community management, review management, and social strategy for both marketing and employer brand teams • Maintain a 30-minute service level agreement (SLA) for moderation during daytime hours • Support with real-time social listening dashboards and reports during crises • Help the coffee brand team with social strategy during campaign activations and content planningResults
250K Q4 2023 Moderated Engagements 18m Number of Instagram Followers Alone 30 min Service Level AgreementServices
Moderation ReportingPlatforms
Facebook Instagram Book a Meeting About the Author
Nicole van Zanten
As Chief Growth Officer at ICUC, Nicole leads global growth across marketing, client success, and business development. With over 15 years of leadership in social media, content strategy, and digital transformation, she brings a unique mix of creative vision and operational rigor to building high-performance teams and sustainable revenue growth.