Virgin Media

Insight, education and

innovation

We helped Virgin Media use social media to learn more

about their customers and to educate them about their

products and services.

We seeded, grew and managed The Virgin Media Sofa - a

closed online customer community made up of Virgin Media

super advocates.

New blog posts were written every week to inform the

community about new developments and to seek their input

as part of the product development process.

Virgin Media staff also contributed to and interacted with

community members to ensure that the community

remained at the forefront of the product development

process.

By giving community members direct access to Virgin Media

staff, The Sofa turned into a community of superadvocates,

spreading positive word of mouth about Virgin Media’s

products and services.

While The Virgin Media Sofa was live, one new customer-

driven product or service idea was submitted every day (on

average).

.

FreshNetworks are a real find. They are the first

organisation I’ve found to really be able to articulate

the role of social media and online communities.

We’re excited to be working with them...

Director of Customer Experience, Virgin Media

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