Customer First Day is a one of a kind employee event held by the company where employees take a days’ break from their routine office tasks to interact with the customers and take feedback on service delivery straight from the horses mouth!
Raising the bar higher this year, Telenor Pakistan’s CEO, Michael Foley, took the Customer First Day a notch above. Not only did Michael urged his employees to step out of their comfort zone and actively listen to what their customers had to say about their daily experiences but he also insisted that they share their knowledge about how mobile phones can help empower their lives. This meant employees were actively encouraged to teach customers about various things they could do on their phone. A large majority of the time employees were found teaching things as simple as; how to use Google search, how to find directions or contact information for a particular organisation and how to read the news online?
For the more informed, the Customer First Day included a bloggers meet up where the CEO along with his top team took questions from the community about the company, its strategy and products. There was also a 3 hour live chat scheduled between the customers and the CEO. Michael interacted with over a 1000 customers online this year and read/ heard subscriber feedback on Telenor’s services. He also answered multiple questions from the online community.
4000 employees from the company took to the streets of various cities; visiting malls, shops, sales and service centers, retail outlets and call centers to talk to customers about Telenor and gain active feedback. The idea for Customer First Day is to ensure that employees get to know the customer segment better, and have a baseline for working with service design mindset and methods.The opportunity was also utilized to educate people about their mobile phones and how it can be used to improve their lives.
Empty Offices on Customer First Day
At the end of the activity the company had impressively interacted with over 2 million unique users with an engagement rate of 4%. To learn more about the activity search #telenorcares and #customerfirstday on twitter.
While the concept behind Customer First Day is new to the telecommunication industry, home visits and customer interaction for feedback is a standard operation for FMCG’s across Pakistan. Telenor is one of the first companies to leverage this information and interaction model for the tech industry and for an intangible product.
The success of an activity like customer first day is dependent on what the company does with the information it received and how proactively is it used to better the service provision. It will be interesting if the company generates a public report to show the findings of their research on customer first day or inform customers about improvements made due to their feedback via social media channels or otherwise.
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