An update on the Virgin Media social media customer care story - for the Social Media Monitoring and ROI forum (Sydney - June 25, 2012).

1. Being Human @virginmedia
Alex Brown @SockedKiwi
June 25, 2012

2. Who are we?
• First ‘Quad Play’ entertainment provider in UK
- 100Mb broadband, TiVo, home phone & mobile
• Over 4 million customers
• 12,500 employees
• World’s first mobile MVNO
• Biggest Virgin company in the world
Top twittering
ISP in UK
- Top 10 Broadband
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3. Meet the Tweam

4. The Social Media Pad

5. Facebook Growth - our ‘Likes’
25,126,980
134K 145K
115K
84k
71K
39K 41K
31K
27K 28K
10K
3K 3K 4K 4K 5K
2011 Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May
2012
5
Engaging content and sponsored links have increased the number of ‘likes’ creating a platform to share.
19/06/2012 Template examples

6. No. of Followers
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1
3,000 – 3,500 tweets per week generating up to 5,000 conversations

7. But …
YouTube: http://youtu.be/fFs28KHwM_Y

8. Acts of Random Kindness
Permission to surprise and delight
Turning customers into fans

9. Meet … Biscuit
• Customer’s baby rabbit chewed his remote control
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10. Our new mascot
• Exchanged remote for more Biscuit pictures
• Opportunity for an ARK
• #welovebiscuit
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11. Biscuit gets his new remote
I am absolutely shocked to
hear Stephanie has been of
some help. We were originally
unsure whether or not to hire her,
having read her CV, which lists
amongst other things - upsetting small
children and trolling Kate Middleton
within her hobbies and interests.
But, we stuck with her and now we
know it was the right decision.
Hurrah!
Your team has
-- Tweam manager made my day
with the laughs
and banter
11 19/06/2012 The Social Media Monitoring and ROI Metrics Forum -- Customer

12. Mr Darcy
• Tweet sent to Richard, not Virgin Media
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13. $5 worth of birdseed
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14. Speed Doubling
YouTube: http://youtu.be/ZUsxYHYd9_I

15. Strike a pose
YouTube: http://youtu.be/vSrgAeqKUIk

16. Daily Engagement
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17. What we’ve learnt, what’s next
1 Listen, engage daily, be proactive
2 Be yourself - humour works, small touches get rewards
3 Productivity based ROI most tangible
4 Queries changing, multi channel at volume
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18. Alex Brown
Head of Customer Experience, Virgin Media
@SockedKiwi
alex.brown@virginmedia.co.uk
www.alex-brown.co.uk
#welovebiscuit
18 19/06/2012 The Social Media Monitoring and ROI Metrics Forum