Customer Directed Transformation - Pilot
2016.12.31   |   30 pages   |   Customer Experience and Connection

Author:
Jon Newman


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NPS is used as a KPI by many MNOs to judge their customers’ loyalty and how it is moving  

  • At the AGM, improvements in the NPS number are often reported as proof of enhanced performance
  • The number has been effectively correlated with business performance, so analysts and investors take note when considering the viability of an MNO 

However, NPS is a result rather than a lever, a more direct and informative connection between top management and the customer is needed to direct management and strategy (so NPS improvement can be achieved)

  • While the NPS number has been shown to correlate with commercial success, the propensity of a customer to recommend a company, product or service to a friend or colleague is actually a result of the interaction of complex attitudes, beliefs, feelings and experience
  • Understanding of the fine detail is required to ensure optimum direction  

The Customer Directed Transformation methodology provides a benchmark of the sentiment of the base (in comparison with other players) and then builds on this to deliver useful insight into specific pain points and opportunities to cross- and upsell

  • MNOs that wish to improve profitability by protecting existing revenues, reducing churn and unlocking new revenue streams, should consider the CDT approach as the foundation of a customer-centric transformation

 

Companies: Anonymised

Countries: Europe

Keywords: Benchmarks, Tailoring, Trust, Customer directed transformation, Net Promoter Score, Detractors, Transparency, Customer engagement, Service opportunities, Customer satisfaction, Churn, Third party channels, NPS, Disruption, Customer experience, Customer support,

No.

Section

Slide

1

Overview

2

2

Introduction

4

3

Rationale and Methodology

7

4

Pilot Sentiment Profiles

11

5

Customer Inputs

20

6

Analysis of Pain Points and Development Opportunities

25

7

Recommendations to MNO 1

28

 

 

 

A

Appendix (Feedback)

 

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