Stop paying lip service to customer experience

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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andrew@smokeccs.com