Social media Experience

Tarek Nabil

Vodafone Egypt

September 2012

Digital Marketing Arts conference and

workshop, Cairo on 10-11 Sep. 2012

• Online Director, Vodafone

Egypt

• Technology Director

• Commercial Director

• MBA – Maastricht

• Engineering - Ain Shams

Background

1

VF global & local market insights

2

• Facebook :

+ 1.8 mil fans

• Twitter :

+ 140, 000

Followers

• Google + -

+130,000 followers

• You Tube - +4

Million Viewers

VF – Egypt Social

Media Insights

VF – Global Social

Media Insights VF – EG Insights

VF – Global

market Insights

• Facebook :

+25.8 mil fans

• Twitter :

+ 724,600

Followers

•Google + :

+306,000 followers

• You Tube : +90

Million Viewers

• Started in 1998

•Serving 38 Mil

customers

•Pioneer in

launching SMS,

pre-paid system &

data in Egypt

• Launched

GPRS - 2003

• Launched

Blackberry - 2004

• 1st Mobile call

1985

• 1st SMS sent

1992

• Serving more

than 400 million

customer around

the world

VF global & local market insights

3

Being social is all about the people & the society

• Egyptians are very social

• No right or wrong, it is not math

•Two way interaction with fans

• Word of mouth at scale

4

Hence we must care, communicate & engage with our community

+4M

Nov:

Care

Communicate

Engage

5

We Care:

+4M

• Handle 90 % of customers inquires in minutes

• Resolve 90 % of the complaints in hours

6

We Care:

7

We Communicate:

+4M

Use various ways to communicate with your fans

8

Live Streaming Contest

Android game

We Communicate:

9

Digital Reach

Reach: + 8 Mil.

Fakka

Reach: + 9 Mil.

Ram

ad

an

Cam

paig

ns

You Tube views: 1.250 Mil

We Communicate:

You Tube views: 106K

10

+4M

Sports Engage in

We Engage:

11

+4M

Our fans were too excited & wanted to volunteer for this

cause

Illiteracy eradication “CSR”

We Engage:

12

+4M

Life & Seasonal occasions

We Engage:

13

+4M

We Engage:

14

Life & Seasonal occasions

Its not about communicating your products or services, its about

talking with people about your products & services.

Be customer obsessed and serve them across all

Channels.

Talk with your community about events and topics that matter to them

Turn your page/account to a Community, have your community participate, select

& create their own activities.

Share good & difficult situations/moment with your community

Social media is about People so....

15

Thank You