How does the SFR-Numericable group manage all the communities on social networks? And how does he cope with the many customer relationship criticisms he faces? Benjamin Cornic is director of digital communities at SFR. It operates both internally on the learning of these channels, and on the group’s external image. According to him, SFR and its 20 million subscribers, is not the only operator who must improve its customer relationship. Orange and Bouygues Telecom encounter the same problems with regard to customer satisfaction. How does SFR use its customer data? Benjamin Cornic evokes a principle of “self-regulation” internally.
SFR also monitors Facebook’s progress in terms of customer relations, in particular with the “Facebook at Work” tool. More details in video: