CEO Urs Schaeppi goes the extra mile for customers
As digitalization progresses, the need for advice and round-the-clock support is growing. To illustrate their services, Swisscom employees and CEO Urs Schaeppi worked hard for customers at Zurich main station on Thursday.
As Switzerland's largest telecoms provider, Swisscom has set itself the task of exceeding expectations in terms of service, according to a press release issued on Thursday: "Customers should be supported around the clock and via many different channels - be it via the hotline, on the Internet, via social media, via app, at the customer's home or in one of the 122 Swisscom stores."
Employees and CEO energize smartphone batteries
Swisscom showcased its service today: At Zurich main station, almost 70 Swisscom employees, together with CEO Urs Schaeppi, literally pedaled away in the service of customers. Customers were able to charge their smartphone batteries directly on site thanks to the power-generating bicycles.
"We want to differentiate ourselves from other providers with our service. Customers appreciate our efforts and reward this with top marks in surveys. This motivates all employees at Swisscom," says CEO Urs Schaeppi.
https://www.youtube.com/watch?v=b_-_ChPs4X4
According to the "European Trusted Brands" survey by Reader's Digest, customers rate Swisscom's service for mobile, fixed network and TV as the best in the industry, and it also occupies a top position for Internet.
Surprise with at least one service innovation every year
Swisscom has set itself the goal of continuously expanding the service experience and offering it wherever customers are. In urban areas, for example, this means that a Swisscom store can be reached within a maximum walking distance of 30 minutes. The "MyService" service launched in 2015, which allows customers to receive IT support services by telephone, in the store or directly at home, already has 8,500 subscribers. Online, the Swisscom Community, with over 53,000 registered users and more than 30 super users, deals with questions about telephone, TV and Internet around the clock, and Swisscom customer advisors on the hotline take 900,000 calls a month. Urs Schaeppi: "The fact that customers rate Swisscom better after a conversation with the hotline than before is a great compliment. We have set ourselves the goal of launching at least one service innovation every year that will set us apart from the competition in the market. This year, this is Swisscom with the "Swisscom Friends" and "MyService" successful."
With such campaigns and the new "Stories" platform, Swisscom is committed to corporate storytelling. Werbewoche visited the telecoms provider in Bern to find out how and why the company relies on storytelling. Our subscribers can read more about the telecom provider's content marketing strategy in the current print edition of Werbewoche. (pd/Photos: Werbewoche, uma)
