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On Nov 10th, 2009 I was in Atlanta presenting at Blogwell on behalf of Orange Business Services, presenting our social media strategy and explaining how, why and what we did online to increase our brand advocacy. Yesterday, the video recording of that presentation was posted by SMBC and - assuming your firewall isn't going to block Vimeo - you are kindly invited to click the following image in order to view the recorded session. And if your firewall does block Vimeo, or that you find the quality a bit flaky, you are now left with the possibility of contacting me via the comments section of this post and then I can tell you how video can be made available to all easily and qualitatively, which is what I explain in that recording.

The Orange Business Services Strategy to Manage by Customer Loyalty Index

In the current economic climate Customer Care is more important than ever before.

Customers face various uncertainties and they need to be assured of the quality of their suppliers: trust is key.

The most important corporate priority is to deliver outstanding Customer Care.
Ensuring Customers expectations are met and an exemplary end-to-end experience provided all of the time generates and maintains their loyalty.
This matching of expectations with experience should be regularly checked and enhanced throughout the development of Customer relationships.
Quality of service and Customer Care are increasingly significant factors in the quality-price balance and with decreasing tolerance of service and process issues only suppliers with proven Customer Care credentials and business relationship spirit will give their customers the required sense of increased trust and sustainability.

This generates a more in-depth partnership and mutual success for both customer and supplier: regaining control for the customer and guaranteeing income for the supplier.

find out more and download this IDC report (PDF)

We have just published a series of portraits and one of the videos on which I'd like to focus is that of our friend and colleague Rob Evans. Rob is not in charge of developing social media in the UK although he would have every right to be. He is in fact head of telecom integrated operator group. In essence, his job is about Sourcing. His involvement in social media and the Internet in general is stirred by passion, I think you'll get that from the interview.

Our blog galaxy is building up. We are now proposing this new landing page as a means to better navigate the sites and social media spaces that we have created for you. At the top of this page you will have a list of the most recent updates on our blogs, sorted by date and with a link to the original article. Below is another blog which our Orange Business Services web team will be using in order to warn you of all the new features that we have prepared for our readers. And I can assure you that there are quite a few.