Orange: The Bees Knees
Agency name: Grass Roots Client name: Everything Everywhere, Orange Category: Dealer/Salesforce/ Internal Motivation
BACKGROUND
Orange Customer Service (CS) ended 2009 in good shape. Internal Customer Satisfaction scores climbed steadily, but reached a plateau. Orange is one of the best of the big operators in JD Power for Pay Monthly CS, but still third for Pay Monthly overall. Employee Satisfaction was improving. The Joint Venture with T-Mobile created the new company ‘Everything Everywhere’ and re-organisation began. At Orange CS recognition was inconsistent with only paper-based scheme in place. Recognition is key to...