stop paying lip service to customer experience
TRANSCRIPT
Stop paying lip service to customer experience
Andrew Cook4 August 2016
How are you staying relevant and competing?
Price is not an option…
R0.00
R0.50
R1.00
R1.50
R2.00
R2.50
2011 2012 2013 2014 2015 2016
Pre-paid price per minute (per second billing)
How are you staying relevant and competing?
1998
2000
2002
2004
2006
2008
2010
2012
2014
2016
2018
3G 4G Unlimited data plan Lte advanced
Network product release dates
Neither are product features…
How are you going to grow?
Acquire more customersRetain more, and get
more out of your current customers
$315 $0.02
Case study…(Background - 2010)
Linked to RevenueMarket Cap
$49bn $120bn
Growth Strategy
Compete onsuperior customer experience
Compete on better network and lower price
Case study…(Results - 2015)
1st Last(Both measures)
Forrester & ACSICustomer satisfaction
Market Cap$177bn $150bn
You can do this too…
ROI
MeasureReturn on Investment
Executive level buy-in
to a customer experience
strategy
Act & Repair
Gatherfeedback
Understand key financial
business drivers
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