A LEBARA CASE STUDY

Building Loyal Customers in a Price-Driven Industry

with Matthew Kemp
Operations Director, Lebara

Complimentary Webinar

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Originally Presented OCt 23, 2012

Matthew Kemp Matthew Kemp

Operations Director, Lebara

BUILDING LOYAL CUSTOMERS IN A PRICE-DRIVEN INDUSTRY

Lebara, one of Europe’s leading mobile telecommunications operators, has an impressive customer service resume - numerous customer service awards, 3 million calls in 2011 with most answered in less than 30 seconds, reduced costs by 20%, and they are on track to become the brand of choice for 1 billion by 2020. How are they doing it?

During this complimentary webinar, Matthew Kemp, head of the Customer Service Centre at Lebara, will share key insight into their success in delivering excellent customer experiences, including:

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1
Key components of designing an effective customer experience strategy
2
How to build an emotional connection with customers to encourage loyalty and retention
3
Recruit, train and motivate agents (in creative ways) to deliver an excellent customer experience
4
Choosing the right technology platform to ensure delivery of the desired experience