Vodafone Italy                                             Social Media Strategy                                          ...
Our presence                                                             1.150M Likes      550k Vodafone Lab              ...
Vodafone Lab: What is it?    Vodafone Lab is Vodafone Italy community. Our mission is to       become the “focal point” an...
Positioning                      What is Lab                         What is NOT Lab    • It is a borderline area of Vodaf...
Lab’s world                                                                FORUM: Customer’s Voice                        ...
Vodafone Lab Home Page• Launched in July 2008 6      Andrea Ferri, Vodafone IT, October ‘12
Vodafone NewsOn December 11 our blog changed in Vodafone News which is actually an online magazine. We decided to invest i...
Facebook Vodafone Brand page• Launched in Nov 2009 8     Andrea Ferri, Vodafone IT, October ‘12
Vodafone Twitter account                          • April 2010: Vodafone Italy launches Twitter Profile                   ...
Vodafone Twitter account
YouTube Channel• March 2010: launch of Vodafone  IT’s YouTube channel; video  upload and moderation activities  concerned•...
Thank You12   Andrea Ferri, Vodafone IT, October ‘12
Upcoming SlideShare
Loading in...5
×

Vodafone Italy - Social Media Strategy

1,188

Published on

Intervento di Andrea Ferri (Head of On Line Community - Social Media Vodafone IT) al Workshop: Crescita e nuove sfide di mercato: 'Social Enterprise' come modello di successo per l'impresa competitiva del 18 ottobre 2012

Published in: Technology
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
1,188
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
55
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Vodafone Italy - Social Media Strategy

  1. 1. Vodafone Italy Social Media Strategy Andrea Ferri October ‘121 Andrea Ferri, Vodafone IT, October ‘12
  2. 2. Our presence 1.150M Likes 550k Vodafone Lab on Facebook Registered users g 173k followers 16.1M views on Twitter onYouTube In the circles of 57k people on Google+2 Andrea Ferri, Vodafone IT, October ‘12
  3. 3. Vodafone Lab: What is it? Vodafone Lab is Vodafone Italy community. Our mission is to become the “focal point” and “2.0” reference for “Vodafone essence”. essence . > Lab’s trustworthiness is based on Vodafone’s active presence in the community, with posts, moderation and involvement/engagement of customers in discussions. > Lab’s reputation is built on a daily basis with active participation in customers’ conversations by giving them a place where they can discuss openly and share their ideas and opinions.3 Andrea Ferri, Vodafone IT, October ‘12
  4. 4. Positioning What is Lab What is NOT Lab • It is a borderline area of Vodafone.it • It is not a promotional place for website where customers are closer to Vodafone p oduc s This increases oda o e products. s c eases Vodafone and where they can discuss customers’ and users’ trust. about products and services, ask for help, make suggestions. • It is a “ads free” area • L b i a an open space f customers Lab is for t and non customers; is a place where we • Its is not a place where flames or can intercept customers’ needs in violent discussions can take place; advance. customers can freely speak but they have to justify their opinions politely. • It is a place where to share, discuss and experiment with customers and • Lab is not a formal place: style is fast, where all ideas are listened to. Lab light, young. users receive previews and are involved in innovative initiatives. • It is not an on line call center: customers are not managed on a one- • It’s the competence center for all to-one basis. Vodafone exclusive products, like smartphones, tablets and Vodafone ADSL. ADSL4 Andrea Ferri, Vodafone IT, October ‘12
  5. 5. Lab’s world FORUM: Customer’s Voice •Products/services discussions News: Vodafone’s voice •No online call center •Product news and insight •Moderation ex post •Company autobiography C t bi h •Crowdsourcing •Manager interviews •Self help •Editorial Staff MY FEEDBACK: quick poll tool to engage users and customers Q&A: questions and answers coming from the forum LAB PEOPLE: social lab YOU: Social Catalogue (new loyalty programme)5 Andrea Ferri, Vodafone IT, October ‘12
  6. 6. Vodafone Lab Home Page• Launched in July 2008 6 Andrea Ferri, Vodafone IT, October ‘12
  7. 7. Vodafone NewsOn December 11 our blog changed in Vodafone News which is actually an online magazine. We decided to invest in editorial content in order to:• increase usage rate• Increase SEO indexing. 7 Andrea Ferri, Vodafone IT, October ‘12
  8. 8. Facebook Vodafone Brand page• Launched in Nov 2009 8 Andrea Ferri, Vodafone IT, October ‘12
  9. 9. Vodafone Twitter account • April 2010: Vodafone Italy launches Twitter Profile • News, product previews, videoreview, contest (eg. V d f ( Vodafone Social H t I t t Wi ) S i l Hunt, Instant Win) • Followed by telco geeks and smartphone and tablet addicted April 2011 “Vodafone in a Tweet:follow us to be updated • April 2011: Twitter care launch on latest news and events, and, if you • One-to-one Caring on Twitter account need help, ask our • Great success and great NPS representatives t ti #tw190”
  10. 10. Vodafone Twitter account
  11. 11. YouTube Channel• March 2010: launch of Vodafone IT’s YouTube channel; video upload and moderation activities concerned• 6 categories of videos – TV Ads, Vodafone TV spots – Demo /Tutorials, video reviews of hi-tech products – Vodafone Italy Foundation, CSR-related contents – Techjam, breaking news in the hi-tech domain – Vodafone World, Vodafone’s , technological DNA evolution• Repository of all Vodafone Lab videos: on going upload 11 Andrea Ferri, Vodafone IT, October ‘12
  12. 12. Thank You12 Andrea Ferri, Vodafone IT, October ‘12
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×