Vodafone is one of the first brands in The Netherlands with a team of 15 web care agents (as part of the Vodafone Smartphone Crew) who communicate 24/7 with customers through social media. What has been the organizational impact of implementing such a high ambition project? What are the first experiences? How do customers like this new service channel? When is webcare really considered successful for Vodafone? What are the KPIs and how are social business analytics applied for accountability? And finally, what will be the social ambitions for Vodafone in 2012?

Biography
As social media manager at Vodafone, I’m responsible for driving Vodafone’s social media strategy for our external communities, identifying influential opportunities, engaging with Vodafone’s audiences online and anticipating the evolution of social media. Focus areas include web care, brand activation and social commerce.
While working in B2B for content rich organizations like KPMG and Vodafone for the last 10 years, I’ve always been fascinated by the power of good content in building brand differentiation and long lasting relationships. Social media expose and magnify the organization’s (dis)ability to create relevant and engaging content.