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EU14 COPS Forum1
Vodafone Social Media: Lab, Facebook, Twitter, YouTube.
EU14 COPS Forum2
28k Followers
754k
240k Registered
1.5k Registered
n/a Retweet/@
25k Comments
264k Messages
2.6k Comments
Users User Generated content EOP
n/a Visits
4.7mio Status views
Non comunicabili
573k Video views
Visits & ViewsFebruary 2011
Community Care on lab and
customer2Customer support
Answers to commercial/technical
questions
Customer engagement
What we do
VodafoneIT and Social Media
6 moderators and 10 superusers manage 125k caring interactions
on lab and social media.
EU14 COPS Forum3
video
blog
forum
wiki
Engagement Crowdsourci
ng
Infotainment
CaringNew
s
Contest
Previews
UGC
customer2customer
support
Tutorial
Viral
Web TV
Data Sheet
Tips & tricks
Review
s
CRM and social media: our Strategy
EU14 COPS Forum4
Vodafone Lab Home Page
EU14 COPS Forum5
Caring Page on Facebook – Launch final release mid April
EU14 COPS Forum6
One to one Twitter caring
Who5 Rep located in Bologna CC coordinated by a senior Rep who already monitors twitter channel.
One to one caring (~30% management expected of actual questions on channel), Using public tweets, private messages, mail and if necessary outbound recall.
•Started on April ‘11When
What