Socialbakers #engage2014 - New York - Social Care Pannel
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Transcript of Socialbakers #engage2014 - New York - Social Care Pannel
Presented by
social as a servicefrom social care to engaging experiences
Lionel Fumado
Head of Social Media at Orange
hello
over 236 million customers worldwide…
business servicesmobile
internet and fixed line
a brand that listens and responds to what matter most to people
social care fact and figures
Redirecting 250 mentions /day on twitter with @orange global account
150 Orange web experts worldwide
Orange France : 1 million contacts on social media
103 tutorial videos in Orange Polska YouTube channel
generates more than 1,000,000 views
In 3 years, social care will save more than $5M per year from deflected calls globally
expert teams
tutorial videos
mutual assistancecommunity
scaling social care
decentralised company with strong brand identity
reduced corporate teams
local team managing care and business campaigns
scaling social care
decentralised company with strong brand identity
reduced corporate teams
local team managing care and business campaigns
scaling social care
spreading best practices
adapting to maturity of the local market
seting up proper tools, workflows and train teams
use our champions to raise standards
Orange Poland #8 worldwide socially devoted
helping customers should be natural
gratitude is never granted, but you can build suitable conditions for your customer to say it
you can’t buy love !!
there is not such thing as a love recipe
when people talk about you but doesn’t show their love …
listening and trustworthy
caring and supportive
sharing good moments
a brand always close from you
assuming to be a friendly brand
a brand that makes your life easier
a brand that shares with you new experiences
#futureself
meet your future-self and ask him about the innovations since 2014, your new dog, your children, or even your craziest dreams!
more than 1 million tried #futureself experience
a brand that builds the future with you
toward a social hubexperiencing the alchemy of conversations
what’s a social hub?
a place
a team
a change of mindset
co-working and training room
content newsroom
follow up campaigns and events
Twitviz : a Orange data visualisation tool
key facts
know who you are and listen what people expect from you
respond the best as you can, then see how to bring extra value
engaging is not just having likes and shares, it’s also how you build stories with your customers
thank youkeep in touch @lionelfumadoand with @orange team