WOM innovates in customer experience to enhance loyalty.

In 2015, mobile number portability changed the landscape for mobile service providers forever: volatility made it necessary to re-engage users with better conditions and service to sustain sales, while new players saw opportunities to capitalize on. One of them: WOM. Within seven months of starting operations, they became leaders in portability. The key challenge was to retain their customers to prevent churn. Customer experience was paramount, and INNSPIRAL was called upon to innovate in this area.

INNSPIRAL began planning. They organized over 30 sessions with WOMers across Chile to formulate the service experience strategy. This was complemented by three developments: in-depth interviews with customers to explore their current and ideal experiences; identification of global best practices in service experience, and interviews with company directors and managers. All of this allowed for the development and implementation of a new service experience that has positioned WOM as a leader in service experience in Chile today.

The pains, insights, and learnings gathered bore fruit in the “WOM Service Experience Manifesto”, a document that integrated Service Pillars, Promises (with goals, responsible parties, and associated management KPIs), and actions that showcased the state of the art in customer experience to benefit WOM’s customers.