Social Media Consultant

In April 2015, in Switzerland, the brand "Orange" became "Salt". But the employees, contracts and customers remained. This was a historical event for the company and the telco industry.

Orange CH asked me to help the Customer Care team a few weeks before and after this change. 

They took care of the usual business. I took action when things were about branding.


Work Done

  • Reassured worried customers, in both French and English, on Facebook, Twitter and a specific FAQ platform
  • Managed 
  • Turned provocative tweets or comments into pleasant, humorous, conversations
  • Shifted the tone of voice, from "Orange" to "Salt" in just a few days

I worked closely with teams at Orange CH, which became Salt.

  -Is it really gonna be Salt?? Oh come on! -Haha! Just wait for Thursday [big-announcement-day] to make fun of our name. This could be even worse ;) -Seriously?! HAHAHA! Anyway, Salt or anything else, I'll remain a customer. Can't wait for Thursday :) -Ugo from Orange, I love you!

 

-Is it really gonna be Salt?? Oh come on!

-Haha! Just wait for Thursday [big-announcement-day] to make fun of our name. This could be even worse ;)

-Seriously?! HAHAHA! Anyway, Salt or anything else, I'll remain a customer. Can't wait for Thursday :)

-Ugo from Orange, I love you!

  @Ugo... good job on answering ;)

 

@Ugo... good job on answering ;)

  I answered his question with a humorous touch. He offered to take me to lunch :)

 

I answered his question with a humorous touch. He offered to take me to lunch :)


#telco #changemanagement

Ask me anything: orlando.ugo@gmail.com