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If there were 3 things to take away from today...

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Loyalty World Conference
Jonathan Earle
May 16, 2012
Moscow If there were 3 things to take away from today... 1
Confidential
Chapter 1 -
Existing customers need to be part of your DNA...
2
Confidential
Brand new customers only?...
Chapter 2 –
Differentiate through service...
4
Confidential
Smartphones are confusing –
so what are you going to do to help? We launched Gurus Everywhere (UK, SK & all Operating Businesses)... 5
Confidential
In Store
On the Road
Guru TV
Online Web forums, Web chats
In the office
In the Home
Promoted through
-
the
-
line designed to help customers choose the right Smartphone, the apps, the amount of data for them...
6
Confidential
We also use our Gurus to answer customers directly... 7
Confidential
Our Gurus programme has driven significant positive customer engagement since launch...
8
Confidential
Increased Customer Satisfaction and fandom
-
In SK, CSI of 90
5
th
most watched channel on You Tube -
over 4m views in UK
Commercial gains as well
Chapter 3 –
its the little things that drive talkability
...
We had more tweets over a bar of chocolate than anything else in one quarter...
Lovestargirl Anneh Wilde. Lmfao! Just had my valentines day present from o2
! Chocolate in a box:') I LOVE O2
!
In Slovakia, we go one further and remember your birthday, anniversary and name day... And let’s not forget our internal customers...
Chapter 4 –
social, local, mobile...
Social, local, mobile...
Social, local, mobile...
Available through all channels...
Chapter 5 –
how a challenger brand drives change...
Chapter 5 –
how a challenger brand drives change...
Chapter 5 –
how a challenger brand drives change...
Chapter 5 –
how a challenger brand drives change...
Chapter 5 –
how a challenger brand drives change...
If there were 3 things to take away from today... 22
Confidential
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