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Case Study: Giffgaff Turns Customers Into Members Of Its Community Business Model

The Community Business Model Helps Drive Innovation And Successful Customer Engagement

November 3, 2017

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Why Read This Report

UK-based mobile virtual network operator (MVNO) giffgaff has found that using a community-based business model delivers business benefits. The operator actively involves customers in running the business through co-innovation and ongoing membership support. This case study shows CIOs looking to enhance their firm's customer experience and operational efficiency how giffgaff leveraged its customer community to accomplish just that.

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Table of Contents

  • The Community-Based Approach Boosts Customer Satisfaction
  • Situation: Giffgaff Needed To Differentiate With Limited Resources
  • Approach: Insert Community DNA Throughout The Business
  • Results: Service Quality And Growth Outperformed Expectations
  • What It Means

  • Community-Based Business Models Help With Digital Transformation
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