Designing the global Vodafone Customer Experience
Working as "one team" with Vodafone employees, I had the opportunity of co-designing the first internationally aligned customer journey map for Vodafone Group (residential, SoHo and Enterprise customers). This map became the foundation for further customer journey mapping and experience design efforts both at Vodafone Group and across a variety of Vodafone operating companies.
Introducing Advocacy moments
Following the global customer journey mapping, I contributed to the design of a series of Vodafone advocacy (Like) moments. These moments serve as highlights across the Vodafone customer journey and are aimed at delighting customers in a way that drives loyalty and positive word-of-mouth.
Beyond the I also supported on coaching the Vodafone partner markets and the introduction of a customer movement into the (retail) organisation.
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This service was provided through Futurelab, a customer-centricity consultancy of which I am the co-founder.