Virgin Media social media case study. Social media agency FreshNetworks show how they created an online community for gaining customer feedback and insight.

1. Virgin Media
Insight, education and
innovation

2. We helped Virgin Media use social media to learn more
about their customers and to educate them about their
products and services.

3. We seeded, grew and managed The Virgin Media Sofa - a
closed online customer community made up of Virgin Media
super advocates.

4. New blog posts were written every week to inform the
community about new developments and to seek their input
as part of the product development process.

5. Virgin Media staff also contributed to and interacted with
community members to ensure that the community
remained at the forefront of the product development
process.

6. By giving community members direct access to Virgin Media
staff, The Sofa turned into a community of superadvocates,
spreading positive word of mouth about Virgin Media’s
products and services.

7. While The Virgin Media Sofa was live, one new customer-
driven product or service idea was submitted every day (on
average).
.

8. FreshNetworks are a real find. They are the first
organisation I’ve found to really be able to articulate
the role of social media and online communities.
We’re excited to be working with them...
Director of Customer Experience, Virgin Media

9. © Copyright FreshNetworks 2011