VodafoneZiggo, a leading Dutch telecommunications company, has successfully transformed its customer engagement strategies through a collaboration with BlueConic, a market-leading customer data platform (CDP). This partnership not only garnered them the prestigious Platinum award for Best Customer Data Platform Solution in Juniper Research’s Future Digital Awards for Telco Innovation but also reflects VodafoneZiggo’s commitment to data-driven decision-making and experimentation.
Challenges Faced by VodafoneZiggo
To elevate customer engagement, improve experiences, and drive customer acquisition and retention, VodafoneZiggo recognized the need to unify its first-party customer data, which was spread across multiple disparate systems and sources. Aiming to create a seamless and personalized customer journey, they were confronted with the challenge of harnessing this data effectively.
Transformation of Customer Engagement Strategy
Leveraging BlueConic’s powerful capabilities, VodafoneZiggo initiated a transformative journey by understanding customer preferences and effortlessly segmenting their vast audience across channels using real-time data. With this newfound understanding, the company was able to make strategic decisions and optimize its customer engagement strategy in several key areas.
Results Achieved
Within the first six months of implementing their revamped strategy, VodafoneZiggo witnessed remarkable success. Returning mobile visitors experienced a significant 3.5% increase in click-through rates, indicating a higher level of engagement. On the B2B side, the company observed a notable 2.26% increase in product detail page visits, suggesting a heightened interest in their offerings. Additionally, B2B customers demonstrated a 2.95% increase in add-to-cart actions, underscoring the effectiveness of targeted messaging.
Optimized Targeting and ROI
By utilizing BlueConic, VodafoneZiggo effectively integrated its customer segments with Facebook, eliminating the manual uploading process from their CRM system. Real-time updates enabled the automatic suppression of ads for customers who had already made a purchase or renewed their subscription, resulting in optimized targeting efforts. This not only improved the return on ad spend (ROAS) but also ensured a tailored and non-intrusive experience for customers.
Furthermore, the data-driven approach led to a remarkable 4.53% reduction in churn rate, indicating improved customer loyalty and retention. VodafoneZiggo also experienced a 7.14% increase in chat interactions, underlining the effectiveness of their personalized approach in fostering customer engagement. Additionally, web-to-call conversions decreased by 7.14%, solidifying the successful transformation of their customer engagement strategy.
VodafoneZiggo’s collaboration with BlueConic has undoubtedly revolutionized its customer engagement strategies. By unifying and utilizing customer data effectively through the customer data platform, the company has been able to enhance customer experiences, boost engagement, and drive acquisition and retention. These remarkable results, including increased clickthrough rates, product engagement, and optimized targeting efforts, highlight the power of data-driven decision-making in the telecommunications industry. Looking ahead, VodafoneZiggo aims to build upon this success, continuously refining their customer engagement strategies to further excel in the ever-evolving digital landscape.