Orange is a dynamic brand that offers flexible solutions for mobile telephony, internet, and television plans.
What did Orange need?
The brand wanted to revive their customer community named Tribe. Its mission is to create better experiences for Orange users & improve the customer retention rate.
How did we make a difference?
The whole reviving process was phased. Together with Orange, we chose the brightest brain with extensive experience in building better online communities. Our expert thoroughly analysed how Tribe functions and worked closely with Orange’s customer service department.
Then we set objectives that guided us in coaching Orange’s staff, while we identified solutions to further improve & enhance the Tribe community service.
The result?
The Tribe community was recognized as Orange’s major internal success in 2020. And at least as important: Orange’s team was ready now to take the lead in managing Tribe on their own.
I appreciated the structured way of working, building a strategy and very clear action points to work on and to follow up. We received real guidance on how to proceed. The current Community Manager is still using the roadbook minds&more provided. Thanks to this, Tribe gained about 1000 members per month. The quality of the answers on TRIBE increased, the super users are more involved, and the team members within Orange know about TRIBE and actively help us to provide useful content
Anne Godts – Orange
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