I love people

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Me – Oleg Koss

• Engineer in telecommunications & MBA

• Telecom experience since 2006

• Worked in Sales, Marketing and New product development

• Fixed & mobile operators, leaders and challengers

• Head of СЕМ in Kyivstar since Dec 2014

• I love people

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Ukraine

• At war

• Annual GDP per capita: $2081USD

• Inflation: 38% (2015)

• Currency devaluation: 8 UAH/USD to 23 UAH/USD (2014-1015)

• Annual interest rate: 27%

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Telecom Market

• 3 operators, prepaid

• ARPU: $1,8USD

• Monthly churn: 1,8%

• Average NPS on the market – above 20%

• No MNP

• 94% onnet traffic

• National UMTS licenses granted this year

Fix poor experience

Customer centric culture

New product launch

Key journeys re-design

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Bottom-up NPS!

Interaction

• Call centre

• Retail

• Usage

Survey

• CSAT

• CES

• NPS

• Verbatim

Alert

• Low CSAT, NPS

• Actionable comment

Call back

• Solve issue

• Learn about problem

• Have a solution

Fix

• Supervisor

• Marketing

• Engineer

• Director

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Success factors

quality & quantity

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Why quantity?

Business impactSize the issue Priority

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How many?

• 100+ responses per each frontline employee

• 1000+ responses/period per product/service

• 1000+ responses/period per region

• > 1 000 000 responses this year!

• We analyze absolute relative figures!

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What is “quality”?

• In-depth interview, not simple query

• True insight, not generally accepted answer

• Not only “ description of pain”, but also prescription on how to solve the issue

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How to achieve quality?

Recruiting

• What would you change?

• How to make a customer happier?

Development

• Describe business logic

• Provide regular feedback

• Take them “back to the roots”

Motivation

• Solve problems

• Bring positive emotions

• Lead from the front

How to get management buy-in?

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Rationale: money

Start with NPS

champions

Show early results. Money

Ask for money

ProveNPS - $$$ relation

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Emotion: involvement

Touch hot topics

Tell the jokeIntroduce to

clientPraise

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Avoid pitfalls

• This is a marathon, not sprint

• Ask open questions

• Do not solve tactical issues

• Present robust data

• Work on the quality of insights