NIM Express, a leading Thai logistics company with over 30 years of experience, aimed to modernize its brand and connect with customers on a more personal level. To achieve this, the company introduced "Nong Nim," a friendly brand mascot, and refined its Facebook communication strategy to create engaging, customer-centric content. By humanizing its services and strengthening its online presence, NIM Express successfully increased engagement, grew its community, and reduced negative feedback, reinforcing trust and loyalty among its customers.