Strategy development for customer experience

"I have switched operator four times in the past 18 months. Much depends on the packages available."

Opportunity

"Even now I have two service providers so I can jump to the best call rates. You know the service is almost irrelevant it is mostly automated and very very average." A leading service provider in the telecommunications industry was challenged by a lack of differentiation in service delivery across competitors. The challenge was how to compete effectively without resorting to price competition.

Solution

Firstly, Cimigo undertook a customer value and customer experience analysis. The results of this exercise led to a re-prioritisation of customer segments and a new service development programme.

Result

Together we developed new customer strategy and implementation plans across the business. All new product and service development is now built around this strategy, better meeting customers’ current and future needs. Today our relationship continues as we track the experience of key customer segments across channels and all customers in critical channels.