Case Study

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

The Community Business Model Helps Drive Innovation And Successful Customer Engagement

November 3rd, 2017
Dan Bieler, Principal Analyst
Dan Bieler Principal Analyst
With contributors:
Pascal Matzke , Michael Glenn

Summary

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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