Bombas has a long-standing commitment to customer experience – spearheaded by their dedicated Customer Happiness Team, who carries out Bombas's 100% Happiness Guarantee in their everyday interactions. For this initiative, the goal was to highlight this commitment and help solve the age old issue of socks going missing during laundry - a problem that has plagued a number of Bombas customers - and really just about everyone. With this in mind, and to expand on its commitment to both current and potential customers, Bombas launched The Laundry Back Guarantee in August 2018. If any customer lost one sock from a pair of Bombas purchased between August 15 – November 15, 2018, the brand offered to replace that full pair, free of charge. All the customer needed to do was email, call or chat Bombas' Happiness Team with proof of purchase, and they provide a new pair, including free shipping. Problem solved.
Video has been a successful medium for Bombas and was the perfect avenue for this initiative, as it tends to be a great medium for storytelling and engagement through a variety of channels. Bombas spread the word about this offering through video on social channels (paid and organic, email, TV spots, Podcast reads, and an integrated PR media campaign, which included a creative mailer was sent to celebrities and influencers who spoke about the woes of losing a sock in the laundry.
The campaign lead to 80,000 unique visits to the specific campaign page, thousands of interactions with Bombas customers regarding the offer, 43 million TV impressions, 15 key media placements (with CBS affiliates running a segment on it across 54 stations) and top celebrity/influencer social media coverage.
Notable Coverage:
Fast Company: https://www.fastcompany.com/90219611/hallelujah-you-can-now-replace-lost-socks-for-free
Footwear News/Yahoo: https://www.yahoo.com/lifestyle/sock-brand-pledges-replace-those-213331892.html
