Socialbakers conference in New York City, 23th October 2014. Social as a service : how Orange is providing care and engaging customer, being a friendly brand.

1. social as a service
from social care to engaging experiences
Presented by
Lionel Fumado
Head of Social Media at Orange

2. hello

3. over 236 million customers worldwide…

4. business
services
mobile
internet and
fixed line

7. a brand that listens and responds to what
matter most to people

9. social care fact and figures
Redirecting 250 mentions /day on twitter with @orange global
account
150 Orange web experts worldwide
Orange France : 1 million contacts on social media
103 tutorial videos in Orange Polska YouTube channel
generates more than 1,000,000 views
In 3 years, social care will save more than $5M per year from
deflected calls globally

10. expert
teams
tutorial
videos
mutual assistance
community

11. scaling social care
decentralised company with
strong brand identity
reduced corporate teams
local team managing care
and business campaigns

12. scaling social care
decentralised company with
strong brand identity
reduced corporate teams
local team managing care
and business campaigns

13. scaling social care
spreading best practices
adapting to maturity of the
local market
seting up proper tools,
workflows and train teams
use our champions to raise
standards

14. Orange Poland #8 worldwide socially devoted

18. there is not such thing as a love recipe
helping customers should be natural
gratitude is never granted, but you can
build suitable conditions for your customer
to say it
you can’t buy love !!

19. when people talk about you but
doesn’t show their love …

20. assuming to be a friendly brand
listening and trustworthy
caring and supportive
sharing good moments
a brand always close from you

21. a brand that makes your life easier

22. a brand that shares with you new experiences
#futureself

23. meet your future-self and ask him about the
innovations since 2014, your new dog, your
children, or even your craziest dreams!

24. more than 1 million tried #futureself experience

25. a brand that builds the future with you

26. toward a social hub
experiencing the alchemy of conversations

27. what’s a social hub?
a place
a team
a change of mindset

29. co-working and
training room
content
newsroom
follow up campaigns
and events

30. Twitviz : a Orange data visualisation tool

34. key facts
know who you are and listen what people expect from you
respond the best as you can, then see how to bring extra value
engaging is not just having likes and shares, it’s also how you
build stories with your customers

35. thank you
keep in touch @lionelfumado
and with @orange team