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