Vodafone Turkey prides itself on delivering successful loyalty programs based on customer feedback. Offering innovative products and services helps Vodafone Turkey gain significant brand loyalty.
For its exemplary customer-centric efforts, Vodafone Turkey has been named a finalist for the 2015 Loyalty360 Awards in the 360-Degree Loyalty: EMEA, APAC AND/OR LATAM category.
Awards will be handed out at the 8th annual Loyalty Expo presented by Loyalty360 – The Loyalty Marketers’ Association, which will be held April 27-29, 2015, at the Loews Royal Pacific Resort at Universal Orlando in Orlando, Florida.
Ruchan Ziya, Business Partnerships, Loyalty Programs & Vodafone Arena - Smart Stadium Senior Manager at Vodafone Turkey, participated in a Q&A with Loyalty360 to discuss his company’s approach to customer loyalty.
How do you define Customer Loyalty at Vodafone Turkey and how does Customer Feedback impact that theme?
Customer feedback is the key initiation point for designing segment-based loyalty programs in Vodafone Turkey. Customers’ needs and demands are very important to bring customer loyalty. We focus on every customer segments’ daily needs and try to place a benefit, from lounge services during travel to discounts on stores. We at Vodafone work hard to offer our customers a unique experience with a segmented approach. We differentiate our customers upon segments and tariff usage basis, such as Mass, Youth, High Value Customers, and Enterprise Segments. Each segment experience segment customized offers and user experience through Vodafone Avantaj Cepte. Therefore, our mobile platform eases the difficulty of searching all available benefits through just one convenient platform. It saves time and money for the end-users and only notifies them with relevant offers around them.
Can you talk about Vodafone Turkey’s customer loyalty approach, as far as what is involved, and why you think it resonates so well with your customers?
Bringing innovative products and services to our customers, we also aim to help them tackle some of the significant challenges they face in their lives by incorporating digital transformation. We believe this brings customer loyalty to Vodafone Turkey. We have set up a mobile loyalty platform where users can reach offers through digital vouchers using current mobile technologies and while enjoying true customer experience.
On the consumer side, our Vodafone Avantaj Cepte platform eases the difficulty of searching all these benefits through just one convenient platform. It saves time and money for the end-users. Vodafone Avantaj Cepte advantages range from regional and location based offers to national campaigns. The platform also puts an end to the complexity of carrying around physical store loyalty cards.
What are your customer loyalty goals and how have the results matched or exceeded your expectations?
We offer various brand partnerships to our customers in order to enrich their lives and make them feel privileged for being a Vodafone subscriber. We measure both usage numbers of our campaigns and also NPS scores, and set our goals according to these metrics. We also run market researches to understand customer expectations and to shape better and easy customer experience. Vodafone Avantaj Cepte also offers our partners an angle on inclusion. With zero customer acquisition or communications cost, retailers had the chance to target Vodafone subscribers easily with Vodafone-only discounts through the platform. So Vodafone Avantaj Cepte provided advantages both for our subscribers and for our enterprise partners.
With an abundance of technology solutions available in the marketplace, how do you know which ones best fit your customers and their expectations?
Vodafone has always committed to deliver useful and inspiring innovation. We are driven to empower people. That’s why we work hard in order to bring best technological solutions to our customers’ lives. We make lots of researches and analyze target market data carefully so that we serve best solution in the best time period. We are constantly following the needs of our customers and always working to meet their expectations.