Browsing: Marketing Assoication

Claire Kavanagh on sorting the Giffgaff from the riff raff

The way traditional telcos work, you’d imagine a mobile phone network with tens of thousands of customers would have a call centre to service the inevitable service issues and enquiries. Not Giffgaff, the UK-based mobile virtual network operator that broke the traditional Telco mould by creating an entirely online service that puts much of the power into the hands of its customers. And fronting the member experience arm of the company is Kiwi lass Claire Kavanagh, who was in town last week for the Marketing Association’s Direct Marketing event. We managed to steal a moment of her time between speakers to have a chat about the unique Giffgaff model and ask whether it could be done in New Zealand.