On Sunday May 26, 2013, Nigeria’s leading Information and Communications Technology (ICT) company, MTN, welcomed its 1 millionth follower on its Facebook fan page, making it one of the most popular fan pages on Facebook in Nigeria.
The Facebook page, www.facebook.com/MTNLoaded, became active in 2010 as part of the company’s broad efforts to actively engage different categories of its stakeholders. The Facebook page and the company’s official Twitter handle, @MTNNG, were adopted to engage the youth and young adults who are increasingly taking to the social media following the liberalization of access to the Internet by telecom operators, led by MTN.
The two social media platforms enjoyed rapid growth in the run-up to the company’s tenth anniversary in 2011, as they became viable platforms for priming the public for the various activities lined up for commemorating the anniversary. The platforms have continued on a steady growth path ever since.
Following the success of the first two platforms, MTN created another Twitter account at www.twitter.com/MTN180, specially dedicated to resolving customer service issues. In addition, MTN has also established a significant presence on other popular social media platforms, including YouTube, LinkedIn, Google+ and most recently, on Instagram.
“Our Fan page on Facebook, MTNLoaded, our two official Twitter handles, @MTNNG, and @MTN180, have proven to be very useful to us for listening to, learning from, and connecting with our Internet-savvy customers and the general public,” said Mr. Akinwale Goodluck, Corporate Services Executive, MTN.
He said the Facebook page has particularly been very helpful to the company in feeling the pulse of its numerous customers, and receiving useful feedback to enable the company meet and exceed the expectations of its customers.
“For us at MTN, being on the social media is not a fad. It is motivated by a need to get closer to our customers and meet their yearnings by listening to what they want us to be, or do for them. Our involvement in social media is with a view to creating an overwhelmingly positive experience for our customers.
Recently, we also organized one of the most successful dance video competitions in Nigeria when we asked our online followers to create their own version of the MTN I-Don-Port commercial. The response was very positive and we gave out Blackberry Z10 phones and gift vouchers worth N150, 000 to 40 dance groups spread across the nation”
He further explained that “MTN’s commitment to social media also explains why we have created another Twitter handle, @MTN180, dedicated solely to responding to any service issue that our customers may have. We are pleased with the results we have achieved so far and we thank all our online fans who follow us and communicate with us on a daily basis. Our promise is that we will continue to seek out new ways to delight our customers”.