Together with other members of the start-up team, they took the decision to work with the community to develop a member-get-member programme. They challenged the traditional MVNO model by handing control over to their customers. Philip 9 December at Hi Laurence, I also recently had the pleasure of meeting one of the GiffGaff employees when he was presenting in The Netherlands. Transforming customers as part of the future of sales by implementing a member-get-member approach in the giffgaff community. The community aspect of GiffGaff informed the creation and tone of the company from even before the company launched.
Newsroom Podcasts Complimentary Webinars. Other notable customer ideas implemented in include: Towards a Design Theory for Online Communities. And what benefit is there to doing this through a member-get-member MGM community model, rather than by other techniques? How do we transform thousands of satisfied customers into a low-cost acquisition channel? 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. I’ll bring my additional thoughts on this to the paper in a blog-post later this week.
The GiffGaff story is one of David vs.
This means giffgaff keeps its costs low and passes the savings back to members. Now clearly as a start-up, GiffGaff have some unique advantages. Towards a Design Theory for Online Communities.
Many thanks – Laurence. The community aspect of GiffGaff informed the creation and tone of the company from even before the company launched. Super-recruiters were often highly engaged users in the community and helped guide further developments of the programme.
We are also using the Ideas platform to co-create with Verizon Residential customers, which our forums members really love. Or is GiffGaff in a unique position, having started without legacy baggage, that has enabled it to grow this community and business? According to Hearn, the community actually launched before the company launched product.
Case Study: Giffgaff Turns Customers Into Members Of Its Community Business Model
A little off-topic, but I gkffgaff if the GiffGaff folks are sci-fi geeks like me. 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. These are the notes that created a company.
How to create a community? Laurence Buchanan 9 December at The key insights and drivers of what the company could be are: Unlike most mobile operators with large fire-fighting call centres, GiffGaff have just 14 employees and no call centre.
Posted by Unknown at Therefore, to expand the customer base, giffaff community had to play a role both in marketing and more directly in sales. They pro-actively push information out to their notice boards page e. The community encouraged members to promote giffgaff with new ideas proposed, resulting in giffgaff recruiters making branded T-shirts, printing their own leaflets and visiting giffbaff to distribute SIM packs — all at no additional cost to giffgaff, we simply paid the MGM rewards.
GiffGaff Social Customer Case Study from #LiNC
Members get rewarded for running parts of the business like answering questions in cae community, getting new members, or helping to promote the company. Iain Bank’s novel, The Algebraist, has in it a species called “Dwellers” who live for “kudos,” which is the closest thing to money they have. If you have concerns as to the accuracy of anything posted on this site please send your concerns giffggaff Peter Carr, Programme Director, Social Media for Business Performance. In this case study, we examine this using the disruptive telecom brand giffgaff as an example and look at how the members of that brand became the main source of sales.
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Members who recruited others and received payback rewards from the process rated the brand higher than average.
In the start-up team was Robbie Hearn — Head of Customer Experience and future founder of Standing on Giants — and brought in to create the community as its chief was Vincent Boon — also a future founder of Standing on Giants.
We also quickly realised that a higher volume of recruiters could be retained with better incentives, so if someone recruited more than 15 members they became a super recruiter and could enjoy enhanced rewards on a sliding scale by volume, with rewards given for members who stayed and continued to top-up.
Problem The low-cost business model meant that limited resources were available for customer acquisition. They do not have an existing large and diverse customer base or existing investments in call centres. So, what do you think?
The Customer Revolution: GiffGaff – a case study of customers in control
Hi Eric, I work at giffgaff and can safely say that more than a few of us could be classed as sci-fi geeks: This case study shows CIOs looking to enhance their firm’s tiffgaff experience and operational efficiency how giffgaff leveraged its customer community to accomplish just that. To achieve this goal, the start-up team made a radical choice to use an innovative community-based model. The personalised link proved particularly popular with community members as it could be easily added to community signatures, emails and social media posts.
Giffgaff using community to build a company.