Vodafone Italia won the prize organized by the CMMC Club for the best "Customer Experience" thanks to the 'We CARE' programme.
Launched in autumn 2015, 'We CARE' intends to consolidate and enhance the relationship of trust with customers, through a series of concrete actions, in the areas of connectivity, transparency, recognition of customer loyalty and accessibility and effectiveness of the service . The program is part
an integral part of a broader initiative involving the various countries of the Vodafone Group.
Among the initiatives already implemented Satisfied or Reimbursed on the 4G network: if you declare that you are not satisfied with the 4G connection you can have one day of free navigation; Satisfied or Reimbursed on Digital Services: in the case of undue charges for premium services, the customer can request a refund; days of free navigation on special occasions offered regularly to all customers; direct line to the call center in Vodafone shops; launch of the “prima Classe” service and of the new My Vodafone business app for VAT registered customers.
Since the launch of the programme, all customers – both consumer and enterprise – have been involved in at least one initiative and Vodafone has consolidated its leadership in terms of NPS.
The CMMC Club has collected the most interesting Customer Experience Management projects and evaluated them based on the ability to create value, employee involvement, omnichannel, channel integration and digital management, centrality of the customer as the protagonist.
The jury recognized the importance of a program such as 'We CARE' characterized by strong collaboration between departments and concrete actions to improve the customer experience that pass through both traditional and digital channels. Is exactly
the My Vodafone application – which today, together with the mobile site (m-site), has over 30 million visits a month out of a total of 70 million monthly interactions – is at the center of various initiatives and represents the simplified and the point of contact evolved in the interaction with customers.
