The community has radically cut customer support costs compared to the traditional contact centre-centric model. Share on Linked In Share on Twitter. To learn more about this case study or learn if a brand owned community could benefit your sales have a chat with Standing on Giants. Philip 9 December at Reports Add your own report for free. Customers are the new market-makers, reshaping industries and changing how businesses compete and win.

This means giffgaff keeps its costs low and passes the savings back to members. Posted by Unknown at A goody bag is basic a predefined service bundle voice, text, data, etc. Investor Information Help Us Improve. Giffgaff using community to build a company. Over time we developed three ways for MGM to take place:

This case study shows CIOs looking to enhance their firm’s customer experience and operational efficiency how giffgaff leveraged its customer community to accomplish just that.

Case study: Giffgaff using community to build a company

Too many people peed in the pool by Stephen Fry. The company only has 14 employees, yet has been able to stake out a significant share of the UK telecoms market by way of its impassioned customer community. Thanks Eric – duly amended! Customer ideas lead directly to new product development and innovation. I think you don’t need the apostrophe in “customers” in your headline.

case study giffgaff

We also use Kudos and have super-users that are leading the way in answering peer to peer questions. Hi Lawrence, can i post your Article on my website; prepaidmvno.

Mike Fairman Web References: New members who entered the customer base through the programme had a lower churn than average members and were significantly more likely to recruit further and even multiple members themselves. The community encouraged members to promote giffgaff with new ideas proposed, resulting in giffgaff recruiters making branded T-shirts, printing their own leaflets and visiting shops to distribute SIM packs — all at no additional cost to giffgaff, we simply paid the MGM rewards.


GiffGaff Social Customer Case Study from #LiNC

How to create a community? Robbie Hearn robsticks from GiffGaff says that “We are not a company with a community. Commitment to customer co-creation runs deep within giffgaff — their name?

case study giffgaff

Together with other members of the start-up team, they took the decision to work with the community to develop a member-get-member programme. The evolution went like this: The operator actively involves customers in running the business through co-innovation and ongoing membership support. More customer generated product launches can be found here.

So, customers hacked a solution, literally. GiffGaff doesn’t make ggiffgaff SIM cards; they don’t fit their business model, especially from a distribution and supply chain point of view.

Reports Add your own report for free. The evolution went like this:.

case study giffgaff

By clicking ‘Agree’, you consent to the use of cookies and similar technologies as described in our Privacy and Cookie Statement. Walking around that circle, it’s possible to see the entire evolution studt the relationship between Dantup and GiffGaff.

Case Study: Giffgaff Turns Customers Into Members Of Its Community Business Model

Members help with other members problems The collective good – Members can donate their “thank you” rebate to charity Simple – SIM only. Anonymous 9 December at EcommerceWiki and third parties, use cookies and similar technologies in order to optimize the functioning of this website, to analyze its use, to offer personalized advertisements, and to enable you to send us a message via instant messaging, or provide feedback on our website.


Success depends on how well and how fast you respond. I have no affiliation with GiffGaff, either as a customer or as a client. Instead they prefer their customers to spread the word on their behalf.

Sales – giffgaff Case Study of Member Get Member | Standing on Giants

Product co-creation – right from set-up GiffGaff engaged their target market in 2 way dialogue, asking potential customers and early adopters to decide on how best to structure their tariffs. Many companies have slogans which tout similar values. To achieve this goal, the start-up team made a radical choice to use an innovative community-based model. In the start-up team was Robbie Hearn — Head of Customer Experience and future founder of Standing on Giants — and brought in to create the community as its chief was Vincent Boon — also giffgaf future founder of Standing on Giants.

Additionally, the money was paid out monthly rather than twice sfudy year. Idea statistics are continuously presented to community members.