Customer Experience Programme
Improving experience for mobile telephone customers
The Client
Africa’s largest mobile telephone network, Johannesburg
My Role
Programme Lead and Strategist
The Business Challenge
The mobile telephone market had become increasingly competitive. Mobile market penetration was high, multiple networks and virtual operators were in competition, the barrier to changing providors was low, and customer churn was increasing.
The Solution
A customer experience improvement programme that delivered a consistent, high-quality experience throughout the customer lifecycle, regardless of the channel through which the customer interacted.
The Business Benefits
Reduced customer churn and increased lifetime value.