Wow factor as Vodafone becomes supermobile
As life gains momentum through high-speed technology, Vodafone is working out its Supermobile Strategy to keep up the pace.
Vittorio Colao, Vodafone’s Group Chief Executive Officer, was reported as saying: “Our goal over the next three years is to continue to strengthen our technology and commercial platforms through reliable and secure high speed data networks, significantly enhanced customer service across all channels, and improved data pricing models, to enrich customers’ experience and maximise our share of value in the markets in which we operate”.
It is in this spirit that Joseph Cuschieri, Vodafone Malta’s Chief Commercial Officer, explained to di-ve.com Vodafone’s plans for the next three years leading up to 2015. “This is Vodafone’s 2015 vision,” he says. “Vodafone’s plans are to raise the bar in customer experience across all our service touch points, be it our portal, online experience, stores, services portfolio and customer service.
“One of our key plans is to revamp all the stores across Malta and Gozo by the year 2015 so that Vodafone will continue providing experience-led store designs rather than simply offering a room with handsets on the walls. Vodafone’s vision for our concept stores is to be service centres offering an excellent in-store experience for our customers. I want to see Vodafone becoming Malta’s most admired brand pushing the boundaries when it comes to service excellence and in-store experience and establish a clear differentiation from competition.”
What is Vodafone’s Supermobile Strategy? “This is a whole set of components and initiatives which when put together create a customer experience-driven strategy focused on smart technology, network speeds, devices, specialised data services support, pricing and most importantly a consistent customer experience across all touch points. Our key objective is to deliver mobile data earlier and make it accessible to all in the simplest way possible,” says Mr Cuschieri.
He is abundantly aware of what customers expect from Vodafone. “Capacity management and investment are very important for us. This is why we invest around €12m annually in our infrastructure and systems. The Supermobile Strategy is all about investing and re-engineering our business,” he emphasised.
“We want to have more specialised data customer care agents who are able to provide quick and effective support coupled with the development of specialised self-care tools to empower customers more in using data products and services anytime, anywhere,” says Mr Cuschieri.
Vodafone Malta’s ambition is to make technology accessible to all, with devices such as the Vodafone Smart Android starting from as little as €69 and the Vodafone Android tablet available from only €299. For the more tech-savvy, the latest HTC One X and Samsung Galaxy SIII together with the latest iPad tablet are proving popular across Vodafone’s network of shops. “The rapid growth in Smartphone data traffic has been impressive and this forms the core of our efforts and operations. We are hungry for innovation and we look towards maintaining what is already a trustworthy and competitive network and service,” he says.
“Putting it simply, Vodafone’s Supermobile Strategy is all about creating a Smartphone end-to-end experience which is radically different from what our customers have been experiencing so far. The key to Vodafone’s success however, can be attributed to one key factor – Our People. Our success and leadership in the market over all these years can only be attributed to the formidable team of people who day-in-day-out are focused on serving the customer with passion, speed and simplicity. This is why I am confident that Vodafone will remain successful in the long run,” says Mr Cuschieri.