CASE STUDY GIFFGAFF

Responses are returned to the contributor within a process oriented framework:. That’s very funny about Kudos. Please just credit and link back. More customer generated product launches can be found here. So, what do you think? It’s in the DNA of the organization.

Previously modifications could not be made until months end. The model acts to funnel customer feedback, mutual support and ideas from decentralized social media access points, to a proprietor platform of systematic categorization, then to a developmental process with stage reporting. UK-based mobile virtual network operator MVNO giffgaff has found that using a community-based business model delivers business benefits. So, customers hacked a solution, literally. They have not paid me for writing this article or given me kudos points!

Laurence Buchanan 9 December at Sorry, your blog cannot share posts by email.

case study giffgaff

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.

Will it be able to continue its phenomenal growth as it attains greater scale?

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.

The operator actively involves customers in running the business through co-innovation and ongoing membership support.

case study giffgaff

Towards a Design Theory for Online Communities. How do we transform thousands of satisfied customers into a low-cost acquisition channel? It’s in the DNA of the sudy. How to create a community? Responses are returned to the contributor within a process oriented framework:. I just happen to be reading it right now They rent their mobile network from O2 and sell pre-pay SIM cards and actively compete against the traditional Telco companies.

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Previously modifications could not be made until months end. We are also using the Ideas platform to co-create with Verizon Residential customers, which our forums members really love.

giffgaff UK: A Case Study of Customer Co-creation

Laurence Buchanan 10 December at Members help with yiffgaff members problems The collective good – Members can donate their “thank you” rebate to charity Simple – SIM only. We also use Kudos and have super-users that are leading the way in answering peer to peer questions. 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 ggiffgaff age giffgxff the customer.

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.

My wife is a huge Iain Banks fan, but I’ve never read him. Additionally, the money was paid out monthly rather than twice a year.

The Customer Revolution: GiffGaff – a case study of customers in control

Product co-creation – right from set-up GiffGaff engaged their target market in 2 way dialogue, asking potential customers and early adopters to decide on how best to structure their tariffs. What are Google’s Targeting Tools? Thanks for sharing the Giffgaff story, Laurence. Even in the early stages of the brand, we were able to get feedback from the members of the community showing that they were happy with the service and enthusiastic about the brand.

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I share my personal order page on social media, then welcome them all to the community. Investor Information Help Us Improve.

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

Mutuality – Members help in recruitment, marketing and advice and this share in the rewards of the business A great deal – A lower cost business model leads to lower charges for members Member involvement – Members can generate and choose marketing materials and vote on some business decisions.

They’re hitting their business goals out of the park. White Paper Publication date: Many thanks – Laurence. GiffGaff doesn’t make micro SIM cards; they don’t fit their business model, especially from a distribution and supply chain point of view.

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case study giffgaff