Talkmobile: How a ruthlessly simple customer experience delivered market leading growth

Talkmobile: How a ruthlessly simple customer experience delivered market leading growth

Author: Kantar & Saïd Business School, Oxford University November 6, 2024 Duration: 32:20
Can you provide great customer experience and the lowest prices? Of course! But how? Join Peter Aitken, Head of Customer Strategy at Kantar, as he sits down with Stuart Wilson and Sarah Boyle from Talkmobile, a leading mobile virtual network operator and part of the Vodafone family. As leaders in sales, marketing, and customer operations, Stuart and Sarah have transformed Talkmobile’s TrustPilot scores, earned numerous industry awards, and achieved sustained growth—all while maintaining low prices. Their secret? A relentless focus on delivering a simple, customer-first experience, with frontline staff actively involved in design decisions. Discover how this approach not only enhances customer satisfaction but also drives business success.

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How do you separate the fleeting trends from the fundamental shifts that will reshape business? Future Proof is a conversation built on that very question, born from a unique partnership between the rigorous academic world of Oxford University's Saïd Business School and the ground-level market intelligence of Kantar. This isn't about quick tips; it's about deeper understanding. Each episode sits down with a leading thinker or practitioner for an honest, nuanced exploration of the forces changing how brands connect with people. You'll hear discussions that cut through the noise, challenging popular assumptions with data and scholarly insight. We examine everything from the practical implications of new technology to evolving consumer behaviors, always with an eye on what it means for long-term strategy. The goal is to provide a clearer, more evidence-based perspective for leaders who want to make decisions that last. Tune in for a podcast that values substance over hype, offering a rare blend of intellectual depth and real-world application to help you think differently about marketing's future.
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