CASE STUDY GIFFGAFF

Now clearly as a start-up, GiffGaff have some unique advantages. Customer service Proposition development Ideas on any aspect of company development Marketing Technology and testing Even beyond the great results that GiffGaff has had so far from a business and community development perspective, there were two things that absolutely blew me away that have occurred as a result of this deeply organic model of engagement with their community. Does a business, like a mobile service provider, have to run with the traditional overhead and expense, or is there a new social way to run a business? I am responsible as much as anyone for the name. White Paper Publication date: 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. How do we transform thousands of satisfied customers into a low-cost acquisition channel?

I hope more will follow. Voting values drive ideas through the submission process to be assessed by giffgaff. I think you don’t need the apostrophe in “customers” in your headline. I share my personal order page on social media, then welcome them all to the community. Robbie Hearn robsticks from GiffGaff says that “We are not a company with a community. Community members vote and comment on submitted ideas.

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. 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.

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Responses are returned to the contributor within a process casr framework:.

Case Study: Giffgaff Turns Customers Into Members Of Its Community Business Model

More customer generated product launches can be found here. How to create a community? Where many, perhaps most, brands would have shut sites like these down, GiffGaff encourages their creation. It is great to see communities such as Giffgaff’s getting more attention in this new world of social media and customer service. Community gifffgaff vote and comment on submitted ideas.

case study giffgaff

Log in to read this document. 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.

Share on Linked In Share on Twitter. Thx for sharing this! Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer.

case study giffgaff

JayGB 10 December at They pro-actively push information out to their notice boards page e. A goody bag is basic a predefined service bundle voice, text, data, etc.

Is this type of model sustainable?

case study giffgaff

Sorry, your blog cannot share posts by email. Solution Over time we developed three ways for MGM to take place: I share my personal order page on social media, then welcome them all to the community.

Therefore, to expand the customer base, the community had to play a role both in marketing and more directly in sales. White Paper Publication date: How do search engines work and what are the particularities of each one of them?

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GiffGaff Social Customer Case Study from #LiNC | Social Media Today

All top ups and customer service is online S tart-up mentality – Launched and run as a distinct, separate business from O2 Environmentally responsible – Carbon neutral, maximum sustainability An example might be illustrative. Robbie Hearn robsticks from GiffGaff says that “We are not a company with a community.

Anonymous 9 December at I am responsible as much as anyone for the name. Laurence Buchanan 9 December at Giffgaff using community to build a company. Customers are the new market-makers, reshaping industries and changing how businesses compete and win. To increase engagement and to help members recruit new members among friends, giffgaff allowed members to customise their personal ordering page using brand assets supplied by giffgaff.

The evolution went like this: The personalised link proved particularly popular with community members as it could be easily added to community signatures, emails and social media posts.

Thanks for the write up by the way Laurence. Thursday, 9 December GiffGaff — a case study of customers in control. The community has radically cut customer support costs compared to the traditional contact centre-centric model.