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Library /

select a card and copy past

it to place it on the gameboard

SoHo customer journey - Vodafone

Tom receives an invoice notification by email while taking the tram

Tom walks to his office and connects on the Vodafone App to check the invoice

During lunch, Tom goes to the Vodafone website from his tablet

Back at the office, he logs in on Vodafone.nl to pay the invoice

Once he arrives at home he grabs the phone to contact the Vodafone Call center

Tom has a conversation with some collegues about the new Vodafone app

...

Tom,

30 years old,

young entrepreneur,

goes to his startup

incubator in Amsterdam

this morning

OFFICE

HOME

-Positive WOM increase Brand recognition and awarness

-Buzz effect

-In the tram, customer has time to spare.

-Notifications via email or App directly on the phone.

-Instant communication.

-All content accessible from the App

-Possibility to check all transactions directly on the App

-Customer locked in the Vodafone environment

-Web version offers same features of the APP.

-Run MyVodafone on all devices

-Customer locked in the Vodafone environment

-Quick and efficient payment directly online

-Automatic schedule payment

-One click payment

-Schedule future payment

-Help customers in distress to avoid negative WOM and quiters.

-Provide information on the APP and extra services

-Negative WOM is more powerful.

-Many complaints

-Not everyone has the App downloaded on his smartphone.

-App crashes reported (Survey)

-App is not user friendly

-Not in english

-Website is very different from App design

-Many bugs reported

-Customer is forced to use the new version of the Website

-Complaints about the PDF/Excel format

-No transactions details

-Customers prefer old version

-Not everyone has the App downloaded on his smartphone.

-Push notifications not possible through

the App.

-Notifications by email not available (Customer survey).

-Complaints about inefficient customer service

-Response time is too slow

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