Customer Obsession The Vodafone Way

October 2011

.

3 –Confidential

• Government led structural transformation of the Fixed line market

• Increased competitive intensity

• Unprecedented technology change

- Fibre

- Mobile

- Google and Apple

- Social Networking

• Business model challenge – investing in a low(er) margin future

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Adapting to a rapidly changing environment

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Customer Obsession - The Vodafone Way

Admiration

Customer

obsessed

Innovation

hungry

Ambitious

and

competitive

One company,

local roots

Speed Simplicity Trust

Customers

feel

Customer

see

Because we

operate with...

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• We bring the customer experience into every decision

• We take accountability for identifying and addressing

underlying issues that impact the customer experience

• We measure the customer experience

• “Customer Obsessed” workshops which everyone in the wider

Vodafone enterprise attends

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1. Customer obsessed

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Customer experience is key to how we compete

More Confidently

Connected

Unmatched

Customer

Experience

Always

Competitive Value

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• In 2009, we set off to achieve “service we are

be proud of”

• Focused initially on customer facing

processes

• Enables everyone in our company to be

involved in improving processes and services

• The goal has changed … we now strive to be

the most admired company, which creates a

much bigger challenge

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Programme proud

+ Great People

Great Processes

Great Customer

Experience

=

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We have made several important changes to our customer experience

Improved and simplified

over 120 key processes

for our customers

Online

customer

support

Removed the

charges for

calling Service

All our Service

is back in NZ!

LogMeInRescue

Remote control

and repair

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Reduce in-store

set up time by

60%

Reduce Fixed and

Broadband Provisioning

from 21 to 6 days

Increase in customer

satisfaction for service

29 points

These changes have had a significant impact

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Our vision for customer obsession

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42MBps network

upgrades

2. Innovation Hungry

iPhone and Android

Apps Closed user Group

TXT Blacklist

TXT Bullying

mLearning

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Preparing for the next 20 million Vodafone devices

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Anything that can be

connected will be

connected

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3. Ambitious and competitive

50% more

data

TXT NZ

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4. One company, local roots

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Bringing the best of the Vodafone world to NZ

Vodafone Easy Office Vodafone Android

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A strong connection to the NZ Community

• Vodafone Foundation – flagship World of Difference Programme

• Started in NZ 9 years ago and now in 16 countries, with 1500 recipients

• Partnerships with other key community organisations

• Sponsorships focused on the passions of New Zealanders

Mobiles and Road

Safety