The operator actively involves customers in running the business through co-innovation and ongoing membership support. Mike Fairman Web References: Voting values drive ideas through the submission process to be assessed by giffgaff. Solution Over time we developed three ways for MGM to take place: What are Google’s Targeting Tools?
As an acquisition channel, MGM was cheaper and less resource-intensive than other channels. How to create a community? We also use Kudos and have super-users that are leading the way in answering peer to peer questions. Problem The low-cost business model meant that limited resources were available for customer acquisition. Thursday, 9 December GiffGaff — a case study of customers in control. This case study shows CIOs looking to enhance their firm’s customer experience and operational efficiency how giffgaff leveraged its customer community to accomplish just that.
Solution Over time we developed three ways for MGM to take place: New members who entered the customer base through the programme had a lower churn than average members and were gifvgaff more likely to recruit further and even multiple members themselves. Now clearly as a start-up, GiffGaff have some unique advantages.
The rewards system was shaped by member behaviour and community suggestions. Get Access Already a Client? They do things differently to the big mobile networks. They’re hitting their business goals out of the park.
The community aspect of GiffGaff informed the creation and tone of the company from even before the company launched. Hi Eric, I work at giffgaff and can safely say that more than a few of us could be classed as sci-fi geeks: Eric Weidner – Workbox 9 December at Super-recruiters were often highly engaged users sthdy the community and helped guide further developments of the programme.
Please just credit and link back.
Community members vote and comment on submitted ideas. The evolution went like this:. So, what do you think?
giffgaff UK: A Case Study of Customer Co-creation
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Commitment to customer co-creation runs deep within giffgaff — their name? Mutuality – Members help in recruitment, marketing and advice and this share in the rewards of the business A great deal – A lower cost business model leads to lower charges for members Member involvement – Members can generate and choose marketing materials and vote on some business decisions.
More customer generated product launches can be found here.
giffgaff UK: A Case Study of Customer Co-creation – Social Media for Business Performance
In lateTelefonica launched giffgaff as an MVNO mobile virtual network operator with the intention of creating a lean low-price brand aimed at the millennial market. This customer engagement DNA isn’t just in the “support” aspect of the organization, but acse the community in a number of other aspects as well.
They do not have an existing large and diverse customer base or existing investments in call centres. The key insights and drivers of what the company could be are:. Laurence Buchanan 10 December at The company only has 14 employees, yet has been able to stake out a significant share of the UK telecoms market by way of its impassioned customer community.
I think you don’t need the apostrophe in “customers” in your headline. Log in to read this document. The low-cost business model meant that limited resources were available for customer acquisition. A little off-topic, but I wonder if the GiffGaff folks are sci-fi geeks like studj.
GiffGaff Social Customer Case Study from #LiNC
We also use Kudos and have super-users that are leading the way in answering peer to peer questions. I just happen to giffgqff reading it right now What are Google’s Targeting Tools? Thx for sharing this!
Over time we developed three ways for MGM to take place: So, customers hacked a solution, literally. Reports Add your own report for free.
The GiffGaff story is one of David vs.