EE Charges Ahead With Customer Service Boost

Contributor: Zarina de Ruiter
Posted: 04/06/2015
New Reward Scheme to Boost Customer Service
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EE launches new reward scheme as part of a plan to "become the number one network for service".

British mobile network EE hasn’t been in a positive customer service light in recent months, first ranking bottom for customer service in an Ofcom report, followed by an investigation from the regulator which found that EE breached its customer complaints handling obligations.

To turn around their customers’ experience, the mobile network has launched a new reward scheme, EE Power, which is an increasingly popular way to increase customer loyalty and engagement. The scheme forms part of EE’s plan to "become the number one network for service".

SEE ALSO: 3 Key Elements of a Great Customer Loyalty Scheme

EE Power tackles the frustration of many mobile phone users of running out of battery midway through the day and not being near a charger to counteract the issue.

A recent YouGov poll shows that for nearly 60 per cent of UK smartphone users their battery doesn’t last a full day. And with a heavy reliance on phones nowadays not only to call and text people, but also to check emails, social media channels and websites, running out of battery poses a real problem for many.

Under the new reward scheme, customers are offered an EE Power Bar which allows one full smartphone charge per use. The portable smartphone charger can then be swapped in any EE store for a fully charged one as many times as the customer wants.

The new service is available to all EE customers with a 30 day, 12, 18 or 24 month plan, whether for mobile or fixed line and broadband services, and pay-as-you-go customers who have been with EE for at least 3 months.

Pippa Dunn, Chief Marketing Officer EE, said: "Almost everyone’s experienced the frustration associated with running out of battery and it always seems to happen when you need your phone the most. With EE Power, we’re trying to help by giving our customers a Power Bar that can simply be swapped for a fully charged one at any of our stores, at any time, for free."

For more from the telecoms industry, check out the Customer Experience Management in Telecoms B2B Summit, which takes places in London this Summer. Focused exclusively on the enterprise market, attend to learn from over 12 proven operator case studies, and participate in over 14 hours of interactive sessions to ensure your most pressing enterprise customer management questions get answered.
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Contributor: Zarina de Ruiter