giffgaff – Customer Support by Customers
Putting Community at the Core of Your Business
The case will explain how we set up the community, why it is important to the business, how we approach the community and some of the benefits the business and the customers get out of it.
giffgaff are constantly pushing the boundaries of what can be achieved with a community, all the way from highest in industry Net Promoter Scores, to tremendous cost savings in customer service, and they claim they haven't reached the limit yet. Creating a truly involved community for your business creates tremendous results, especially if the business is open to it, willing to spend time and resources, open to change the way it's working and really involves the community in its business decisions.
They have been able to: