virgin media digital customer care update - being human
DESCRIPTION
An update on the Virgin Media social media customer care story - for the Social Media Monitoring and ROI forum (Sydney - June 25, 2012).TRANSCRIPT
Being Human @virginmediaAlex Brown @SockedKiwi
June 25, 2012
• First ‘Quad Play’ entertainment provider in UK- 100Mb broadband, TiVo, home phone & mobile
• Over 4 million customers
• 12,500 employees
• World’s first mobile MVNO
• Biggest Virgin company in the world
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Who are we?
Top twitteringISP in UK
- Top 10 Broadband
Meet the Tweam
The Social Media Pad
Facebook Growth - our ‘Likes’
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3K 4K 4K 5K10K
27K 28K31K
39K 41K
71K
84k
134K115K
2011 Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May
Engaging content and sponsored links have increased the number of ‘likes’ creating a platform to share.
3K
25,126,980145K
2012
Twitter - First ISP in UK and Leading the Way
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 200
9201
0201
1201
2
3,000 – 3,500 tweets per week generating up to 5,000 conversations
No. of Followers
Acts of Random KindnessPermission to surprise and delight
Turning customers into fans
• Customer’s baby rabbit chewed his remote control
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Meet … Biscuit
• Exchanged remote for more Biscuit pictures
• Opportunity for an ARK
• #welovebiscuit
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Our new mascot
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Biscuit gets his new remote
I am absolutely shocked tohear Stephanie has been of
some help. We were originallyunsure whether or not to hire her, having read her CV, which lists
amongst other things - upsetting smallchildren and trolling Kate Middleton
within her hobbies and interests.But, we stuck with her and now we
know it was the right decision.Hurrah!
-- Tweam manager
Your team hasmade my day
with the laughsand banter
-- Customer
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Mr Darcy• Tweet sent to Richard, not Virgin Media
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$5 worth of birdseed
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Daily Engagement
What we’ve learnt, what’s next
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1 Listen, engage daily, be proactive
2 Be yourself - humour works, small touches get rewards
3 Productivity based ROI most tangible
4 Queries changing, multi channel at volume
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Alex BrownHead of Customer Experience, Virgin [email protected]@virginmedia.co.ukwww.alex-brown.co.uk
#welovebiscuit