their promise
premium for everyone
Odido, a leading business telecom provider in the Netherlands, is renowned for its user-friendly, affordable, and high-quality services backed by a world-class network.
By partnering with Odido, we can implement our proven methodologies to ensure a seamless and consistent customer journey, thereby strengthening their market position and customer loyalty.
As a key player in the market, their promise is to continually enhance customer satisfaction through innovative, customer-centric strategies that set them apart from the competition.
Their brand promise is “Premium for everyone”.
the challenge
a fragmented customer experience
Despite significant efforts to improve various aspects of the customer journey, Odido struggled with delivering a cohesive customer experience.
This led to inconsistencies and a lack of coordination across different stages of the journey. The main challenge was managing the end-to-end customer journey to ensure it was both consistent and distinctive.
Additionally, Odido faced declining Net Promoter Scores (NPS), underscoring the urgent need for a more unified strategy. They needed a comprehensive approach to synchronise all efforts and provide a seamless, high-quality customer experience.
“We have many CX initiatives spread throughout the organisation, an we urgently needed an overview of this”
Sanneke Melker
Marketing Manager, Odido
our approach
1. defining CX ambition and strategy
In collaboration with key stakeholders, we formulated a clear CX ambition and strategy that aligned with customer expectations. This alignment was crucial for setting a unified direction and fostering a belief that all channel efforts would collectively enhance the customer journey and brand experience.
2. establishing governance and measurement frameworks
To manage the end-to-end experience effectively, we implemented a governance structure with well-defined responsibilities and KPIs. This framework ensured that all teams worked towards common goals and fostered true customer-centric collaboration across departments.
3. creating a uniform way of working
We developed a playbook to be implemented across all teams for a new way of working. This included setting up interactive work sessions with multidisciplinary teams to foster collaboration and understanding.
4. connecting journeys
In the initial work sessions, we integrated all existing customer journeys into one cohesive framework. This unified view enabled each team to see how their efforts contributed to the overall customer experience.
5. training and support
Subsequent sessions focused on training teams to refine and improve their specific journeys. These sessions not only built support for the new way of working but also made it easier to prioritize customer-centric opportunities.
the outcomes
increased customer retention and satisfaction
- Consistent end-to-end customer experience via cohesive journey management
- Significant increase in NPS
- Clear understanding of the desired customer experience among both management and employees
- Tools and responsibilities provided to enhance customer experience in daily roles
- Established customer-oriented culture with many employees becoming CX ambassadors
- Seamless and high-quality experience delivery, setting a new industry standard
- Increased customer retention and satisfaction, solidifying Odido’s leadership in the telecom sector
Lucy Stuyfzand
Product Owner Journey Management