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Vodafone Social Media: Lab, Facebook, Twitter, YouTube.

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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.

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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

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Vodafone Lab Home Page

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Caring Page on Facebook – Launch final release mid April

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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