“ It ’ s the most interesting challenge we had to face , especially in the mobile market which is super competitive . We turned the negative figures into positive figures by having the right people at the right place but also having the right teams focusing on specific elements of the customer journey . We changed everything and completely repositioned BASE ’ s image .”
Now , a customer-centric company , BASE continually responds to the needs of its customers and proactively makes changes to meet market demands .
“ We also changed our tariff plan strategy , our promo strategy and we invested a lot in digital services . We launched a new app that acts as a tool that customers can use to
“ I love working within the telecommunications industry because it ’ s a never-ending story and the work never stops ”
GÉRALD DEMORTIER CHIEF BASE TRIBE ,
TELENET
manage their subscription plan and make payments . We ’ ve started to integrate live chat on the website to improve customer engagement ,” Demortier added .
By changing a number of aspects within the brand , BASE has transformed its narrative into a positive one and turned the declining sales around . This transformation is not to be taken lightly , Demortier explained , as it was “ probably the biggest challenge over the last five years I have had to face with the team . But the change was appreciated by our customers which is reflected in our sales and NPS .”
mobile-magazine . com 287