3 –Confidential
• Government led structural transformation of the Fixed line market
• Increased competitive intensity
• Unprecedented technology change
- Fibre
- Mobile
- Google and Apple
- Social Networking
• Business model challenge – investing in a low(er) margin future
2
Adapting to a rapidly changing environment
3 –Confidential
Customer Obsession - The Vodafone Way
Admiration
Customer
obsessed
Innovation
hungry
Ambitious
and
competitive
One company,
local roots
Speed Simplicity Trust
Customers
feel
Customer
see
Because we
operate with...
3
3 –Confidential
• We bring the customer experience into every decision
• We take accountability for identifying and addressing
underlying issues that impact the customer experience
• We measure the customer experience
• “Customer Obsessed” workshops which everyone in the wider
Vodafone enterprise attends
4
1. Customer obsessed
3 –Confidential
Customer experience is key to how we compete
More Confidently
Connected
Unmatched
Customer
Experience
Always
Competitive Value
5
3 –Confidential
• In 2009, we set off to achieve “service we are
be proud of”
• Focused initially on customer facing
processes
• Enables everyone in our company to be
involved in improving processes and services
• The goal has changed … we now strive to be
the most admired company, which creates a
much bigger challenge
6
Programme proud
+ Great People
Great Processes
Great Customer
Experience
=
3 –Confidential 7
We have made several important changes to our customer experience
Improved and simplified
over 120 key processes
for our customers
Online
customer
support
Removed the
charges for
calling Service
All our Service
is back in NZ!
LogMeInRescue
Remote control
and repair
3 –Confidential 8
Reduce in-store
set up time by
60%
Reduce Fixed and
Broadband Provisioning
from 21 to 6 days
Increase in customer
satisfaction for service
29 points
These changes have had a significant impact
3 –Confidential 10
42MBps network
upgrades
2. Innovation Hungry
iPhone and Android
Apps Closed user Group
TXT Blacklist
TXT Bullying
mLearning
3 –Confidential
Preparing for the next 20 million Vodafone devices
11
Anything that can be
connected will be
connected
3 –Confidential 14
Bringing the best of the Vodafone world to NZ
Vodafone Easy Office Vodafone Android
3 –Confidential 15
A strong connection to the NZ Community
• Vodafone Foundation – flagship World of Difference Programme
• Started in NZ 9 years ago and now in 16 countries, with 1500 recipients
• Partnerships with other key community organisations
• Sponsorships focused on the passions of New Zealanders
Mobiles and Road
Safety
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