How Vodafone Australia is earning back trust one conversation at a time
Barbara Messer
Between 2010 and 2012, Vodafone endured a series of very public network issues in Australia, amplified through earned and social media, which resulted in the loss of one million customers.
"In a matter of a few short years our NPS (Net Promoter Score) went from about +18, which is quite enviable in our category, to -30 or -40," Kim Clarke, chief marketing officer at Vodafone Hutchison Australia, told delegates at the ADMA Forum, held in Sydney in July 2014. "So in essence we went from being...