More Th>n: Profiting from a more personal service
SNAPSHOT
More Th>n enjoyed a resurgence in loyalty when it offered customers their own personal contact manager.
KEY INSIGHTS
In a commoditised market More Th>n decided to buck the industry trend by putting a personalised service at the heart of its customer relationship management as a source of competitive edge.
Once a pilot programme proved the worth of creating customer managers, the programme was rolled out across the company and saw satisfaction, retention and cross-selling rates rise markedly.
It had the added benefit of enhancing staff motivation by empowering front-line employees to...