When I began working in CX Events, social media wasn’t yet a focal point for the organization. My first step was to conduct a thorough diagnosis to understand the company’s mission, values, and communication goals. From there, I developed a strategic communication framework, which included creating a brief, defining the brand’s voice and tone, developing an empathy map, setting clear objectives, identifying our target audience, and detailing the brand guidelines.

With this foundation in place, I focused on planning and creating content for social media, closely monitoring paid campaigns and key metrics to identify areas for improvement.

Over the course of two years, I successfully increased our followers by 170%, a remarkable achievement considering the niche nature of our community.