Wonder

Research Outline

Prepared for Anna P. | Delivered November 2, 2019

Telecommunications Advertising Model

Goals

Determine telcom digital marketing experts' thoughts on customer-centric models for the specified marketing activities. The information will be used for a Telcom RFP for digital advertising.	

Early Findings

Telecommunications Advertising ModelAccording to Sandra Fazackerley, O2 telecommunication’s director of customer experience, having a customer-centric model entails listening closely to the customers.
Based on a comprehensive survey of O2 customers, the company established their definition of what it means to be a "customer-led" company.
O2 then converted these insights into "customer experience principles" that it continuously applies in its daily operations.
Ms. Fazackerley further explains that by communicating with the company's customers, they started to know more about their concerns and how to deal with the pain points.
She also stated that once the customer-centric model is established, the principles need to be communicated with the company's entire organization.

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