Mobile Vikings
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Mobile Vikings is an internet-only mobile operator in Belgium that provides affordable mobile internet plans through different pricing options. They have over 37,000 customers and use a word-of-mouth marketing strategy through social media and their member referral program. Their core service focuses on mobile internet access through various data plans and add-ons while maintaining a minimal front office and leveraging social media as an additional customer service channel. They aim to provide excellent customer service and resolve issues quickly to build loyalty through positive customer experiences.
Mobile Vikings
- 2. ContentIntroducing Mobile VikingsCRMService processQualityHuman ResourcesSWOT
- 4. MOBILE VIKINGS: WHAT'S in a name?City LifeMobile Internet shouldbeaccessible to everyone+37 000 customersMarketing Through Service
- 5. Understanding product/service, consumer and marketDoes itwork?FullyFocusedStrategyNo direct competition
- 7. Information: www.mobilevikings.comOrder-Taking: easy procedure Billing: online usageoverviewPayment:
- 8. Consultation: Hospitality: nodistancebetween MV and costumersSafekeeping: damagecontrolExceptions: Social Media
- 11. Different price plans availablePromotionNo standard promotion techniquesWord Of MouthstrategyMemberGetsMemberSocial MediaConversation Manager
- 13. processCore: Mobile InternetNon-core: SMS + CallingBASE
- 14. Physical environmentImage = Identity
- 17. Strong community feelingCustomer relationship management
- 18. segmentation strategyNiche marketMobile Internet users60% of orders by mail
- 19. CRM SYSTEMData CollectionData AnalysisData Implementation
- 20. The wheel of Loyalty
- 21. 3 sequential strategiesBuild a Foundation forLoyalty: a price plan for everyones needsCreate Loyalty Bonds:e.g. Viking pointsReduceChurnDrivers:excellent serviceeasy to leavepressure
- 22. Why are customers loyal to Mobile vikingsConfidencebenefitsSocialbenefitsSpecial treatment
- 24. Service process
- 25. Flowchart
- 26. Front and back officeMinimal Front officeExtended Back office Extra: social media
- 27. Service & product lineFull Option: 15 25 40Data Only 12Data Roamingabroud 0,50 cents/MB (in 14 countries)
- 28. Implemented ictNo internet, No Mobile VikingsSocial MediaMobile Apps: open source content management system
- 29. Service quality
- 30. Complaining customersFAQLeavingcustomers: 2%1,97% because of business reasons
- 31. Understanding Customer Responses to Service FailureCallingex-customersPollSuggestionsbymembers, usingsocial media
- 34. qualityDifferent perceptionsHigh standardsHigh experiencedvalue =high profit
- 35. The gaps modelThe Knowledge GapThe Policy GapThe Delivery GapThe Communication GapThe Perception GapThe Service Gap
- 36. Human resources
- 38. EmployeesLeadershipFirmsperspectiveonFrontlineRole Stress in Frontline Employees
- 39. Cycles of Failure and SuccessCycle of Failure
- 40. Cycle of Success
- 42. SWOT
- 43. strengthsNo competition in their nicheSmallcustomer baseLow pricesEffective and fast customer service, even after hoursInternalcommunication
- 44. weaknessesThe servers can not meet demand at timesThey remain dependent on BaseVulnerable
- 45. OpportunitiesMore smartphones, more mobileinternetSocial Media
- 46. ThreatsOther providers see a market for mobile internetThe servers of Base cannothandle the demandBase acts rather as a competitorThe growing customer base will ask an adjustment of the service policy
- 47. RecommendationsNew server opportunitiesEqually high level of customer service in spite of increase of the customer base
- 48. QUESTIONS?