PUPA Milano is a cosmetics company founded in Italy in 1976. It exports its products to 70 countries around the world. The corporate identity is marked by a red color that expresses the spirit of the company: passion, dynamism and vitality, undying energy and the need to design new forms of expression every day. Pupa mainly represents creativity, design, trends and beauty Made in Italy.
PUPA approached us to cooperate with the need to cover communication with influencers and customer care on social networks for Slovakia and the Czech Republic. Our main task was to build brand perception (the way potential customers perceive the brand) and properly set up customer care so that we are ever-ready and close to our client's customers.
After analyzing the previous communication, we decided to adjust it within customer care to adequately reflect the values of the brand. It didn't seem personal and appropriate enough. We went through various model situations, prepared the tone of communication and created a unique signature of the brand "Your PUPA ❤". After the situation associated with the coronavirus pandemic, which affected the whole world, we felt that at a time when human contact is drastically limited, it is necessary to be even more "close" to the client's customer. For this reason, we have again modified the signature of the brand to an even more personal version and replaced the form "Your PUPA" with the name of the sender: "Best regards, Dominika❤"
Over time, the volume of messages received from customers began to increase, as did the interaction of fans to published content. Thanks to the analysis of the publication times and their correct rescheduling, we managed to increase the engagement and reach by up to 100%.
We are currently working with 26 influencers in both countries. We cover the overall communication, negotiate with third parties in the framework of PR and regularly report activities related to the brand monthly. For more than 2 years, on behalf of PUPA Milano, we have been regularly communicating with customers through social networks and other communication channels.