Super Bowl Sunday is one of the busiest pizza days of the year. Find out how Pizza Hut put together their own team for the big game and scored a big win.

1. Case Study / Pizza Hut
Pizza Hut Scores
Big on Game Day
The Challenge was made up of people from across the organization
including, Marketing, Customer Care, and Menu
Super Bowl Sunday is one the of the busiest pizza Innovation. The team was trained on social customer
days of the year. Pizza Hut expected to sell over 2 service best practices; they prepared a list of top
million pizzas on that day alone. To deal with the issues/questions to expect, and learned how to
overwhelming number of orders, Pizza Hut had made handle these questions and comments in an honest
it possible for customers to pre order pizzas. They and authentic manner.
could do so by ordering online, at pizzahut.com.
Even with pre-orders and pre-planning, the team at
Pizza Hut knew that they needed to prepare in a big The Results
way for what would be their busiest day of the year.
“Super Bowl Sunday is such an important day for Game day arrived and the Pizza Hut Big Game Squad
us,” says Tressie Lieberman, Sr. Manager of Digital sprung into action. They monitored over 14,000 pizza
Marketing, “we know our customers are going conversations, including mentions of Pizza Hut as
online to find answers so we wanted to make sure well as their competitors throughout Super Bowl
we were there to listen and offer solutions.” Sunday. The squad was also able to assist over 450
customers on Facebook and Twitter that day. The
Game Squad not only answered customer questions
The Approach and dealt with issues, but they also reached out to
provide e-gift cards for those customers that had
There has been a shift in the way customers look for experienced delays or issues with their orders. They
customer service. Knowing that social media plays also offered the e-gift cards at random as a way to
a large part, the team at Pizza Hut was anticipating reward their brand advocates.
a large spike in the number of online conversations
that mentioned pizza and more specifically Pizza Hut Touchdown! Pizza Hut considered the program a
on Super Bowl Sunday. huge success. Plans are now underway to look for
ways that they can continue with this approach
Pizza Hut decided to put together their own team for online each and every day.
the big game – The Pizza Hut Big Game Squad which
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