Enviar pesquisa
Carregar
Consumer Survey South Africa
•
1 gostou
•
698 visualizações
Rob Van Den Dam
Seguir
Telecom Consumer Survey South Africa
Leia menos
Leia mais
Denunciar
Compartilhar
Denunciar
Compartilhar
1 de 32
Baixar agora
Baixar para ler offline
Recomendados
Sbr India Web Experience 2012
Sbr India Web Experience 2012
pchandor
Q3 WP Topic Four-Reshaping the Relationship between Brands and Consumers
Q3 WP Topic Four-Reshaping the Relationship between Brands and Consumers
Kantar Media CIC
Nuevas Tecnologías para generación de Resúmenes de Cuenta interactivos y Admi...
Nuevas Tecnologías para generación de Resúmenes de Cuenta interactivos y Admi...
Asociación de Marketing Bancario Argentino
Diem Ho Exploring Services
Diem Ho Exploring Services
IESS
Dreamforce 2011 Social Enterprise Marc Benioff Keynote
Dreamforce 2011 Social Enterprise Marc Benioff Keynote
NAES Corporation
Interact Egypt: A Brand New Online Experience
Interact Egypt: A Brand New Online Experience
Interact
Mobile Developer 101 (mHealth Edition)
Mobile Developer 101 (mHealth Edition)
Caroline Lewko
Security considerations while being Social and Mobile
Security considerations while being Social and Mobile
Nalneesh Gaur
Recomendados
Sbr India Web Experience 2012
Sbr India Web Experience 2012
pchandor
Q3 WP Topic Four-Reshaping the Relationship between Brands and Consumers
Q3 WP Topic Four-Reshaping the Relationship between Brands and Consumers
Kantar Media CIC
Nuevas Tecnologías para generación de Resúmenes de Cuenta interactivos y Admi...
Nuevas Tecnologías para generación de Resúmenes de Cuenta interactivos y Admi...
Asociación de Marketing Bancario Argentino
Diem Ho Exploring Services
Diem Ho Exploring Services
IESS
Dreamforce 2011 Social Enterprise Marc Benioff Keynote
Dreamforce 2011 Social Enterprise Marc Benioff Keynote
NAES Corporation
Interact Egypt: A Brand New Online Experience
Interact Egypt: A Brand New Online Experience
Interact
Mobile Developer 101 (mHealth Edition)
Mobile Developer 101 (mHealth Edition)
Caroline Lewko
Security considerations while being Social and Mobile
Security considerations while being Social and Mobile
Nalneesh Gaur
Cloudforce Sydney 2012 - Social Enterprise for Financial Services
Cloudforce Sydney 2012 - Social Enterprise for Financial Services
Scott Gunther
Smart Pipes & Smart Devices
Smart Pipes & Smart Devices
Paul Brody
Two testamonial application notes
Two testamonial application notes
Global MarCom & LeadGen
2007 Keynote Address - To Electronics Industry Supply Chain Association
2007 Keynote Address - To Electronics Industry Supply Chain Association
Paul Brody
Servion Presentation 20 April 2011
Servion Presentation 20 April 2011
Peter Borup Jakobsen
Bsmith pres samples 03.13
Bsmith pres samples 03.13
Brian Smith
IBM Worklight Slides
IBM Worklight Slides
Jim Porter
Tuning Into Notebook Iwom 2007 Q3
Tuning Into Notebook Iwom 2007 Q3
Jean
Design for Social Change Case Study 7: Weeels, Social Transit System
Design for Social Change Case Study 7: Weeels, Social Transit System
David Mahfouda
E2 lennertdewaal
E2 lennertdewaal
Strategy
Telecom and employability skills for india
Telecom and employability skills for india
Rishi Kapal
Inter|section gateways
Inter|section gateways
Wayne Caswell
E2 0 Partner
E2 0 Partner
Michael Fauscette
Reply Enterprise 2.0 - TamTamy
Reply Enterprise 2.0 - TamTamy
reply
Sysklopan Joca 2.0
Sysklopan Joca 2.0
reply
Reply Web20 University
Reply Web20 University
reply
IPv6 required - ICCA Pondicherry 31 Jan 2012
IPv6 required - ICCA Pondicherry 31 Jan 2012
Olivier MJ Crépin-Leblond
Mobile Banking 2011: Danske Bank
Mobile Banking 2011: Danske Bank
Aberla
CIC 2011 White Paper: From Social Media to Social Business Topic 1: An Overvi...
CIC 2011 White Paper: From Social Media to Social Business Topic 1: An Overvi...
Kantar Media CIC
Smarter Planet: Media and Entertainment
Smarter Planet: Media and Entertainment
Strategy Advisory Group
Consumer Survey United States
Consumer Survey United States
Rob Van Den Dam
2011 Consumer Survey France
2011 Consumer Survey France
Rob Van Den Dam
Mais conteúdo relacionado
Mais procurados
Cloudforce Sydney 2012 - Social Enterprise for Financial Services
Cloudforce Sydney 2012 - Social Enterprise for Financial Services
Scott Gunther
Smart Pipes & Smart Devices
Smart Pipes & Smart Devices
Paul Brody
Two testamonial application notes
Two testamonial application notes
Global MarCom & LeadGen
2007 Keynote Address - To Electronics Industry Supply Chain Association
2007 Keynote Address - To Electronics Industry Supply Chain Association
Paul Brody
Servion Presentation 20 April 2011
Servion Presentation 20 April 2011
Peter Borup Jakobsen
Bsmith pres samples 03.13
Bsmith pres samples 03.13
Brian Smith
IBM Worklight Slides
IBM Worklight Slides
Jim Porter
Tuning Into Notebook Iwom 2007 Q3
Tuning Into Notebook Iwom 2007 Q3
Jean
Design for Social Change Case Study 7: Weeels, Social Transit System
Design for Social Change Case Study 7: Weeels, Social Transit System
David Mahfouda
E2 lennertdewaal
E2 lennertdewaal
Strategy
Telecom and employability skills for india
Telecom and employability skills for india
Rishi Kapal
Inter|section gateways
Inter|section gateways
Wayne Caswell
E2 0 Partner
E2 0 Partner
Michael Fauscette
Reply Enterprise 2.0 - TamTamy
Reply Enterprise 2.0 - TamTamy
reply
Sysklopan Joca 2.0
Sysklopan Joca 2.0
reply
Reply Web20 University
Reply Web20 University
reply
IPv6 required - ICCA Pondicherry 31 Jan 2012
IPv6 required - ICCA Pondicherry 31 Jan 2012
Olivier MJ Crépin-Leblond
Mobile Banking 2011: Danske Bank
Mobile Banking 2011: Danske Bank
Aberla
CIC 2011 White Paper: From Social Media to Social Business Topic 1: An Overvi...
CIC 2011 White Paper: From Social Media to Social Business Topic 1: An Overvi...
Kantar Media CIC
Mais procurados
(19)
Cloudforce Sydney 2012 - Social Enterprise for Financial Services
Cloudforce Sydney 2012 - Social Enterprise for Financial Services
Smart Pipes & Smart Devices
Smart Pipes & Smart Devices
Two testamonial application notes
Two testamonial application notes
2007 Keynote Address - To Electronics Industry Supply Chain Association
2007 Keynote Address - To Electronics Industry Supply Chain Association
Servion Presentation 20 April 2011
Servion Presentation 20 April 2011
Bsmith pres samples 03.13
Bsmith pres samples 03.13
IBM Worklight Slides
IBM Worklight Slides
Tuning Into Notebook Iwom 2007 Q3
Tuning Into Notebook Iwom 2007 Q3
Design for Social Change Case Study 7: Weeels, Social Transit System
Design for Social Change Case Study 7: Weeels, Social Transit System
E2 lennertdewaal
E2 lennertdewaal
Telecom and employability skills for india
Telecom and employability skills for india
Inter|section gateways
Inter|section gateways
E2 0 Partner
E2 0 Partner
Reply Enterprise 2.0 - TamTamy
Reply Enterprise 2.0 - TamTamy
Sysklopan Joca 2.0
Sysklopan Joca 2.0
Reply Web20 University
Reply Web20 University
IPv6 required - ICCA Pondicherry 31 Jan 2012
IPv6 required - ICCA Pondicherry 31 Jan 2012
Mobile Banking 2011: Danske Bank
Mobile Banking 2011: Danske Bank
CIC 2011 White Paper: From Social Media to Social Business Topic 1: An Overvi...
CIC 2011 White Paper: From Social Media to Social Business Topic 1: An Overvi...
Semelhante a Consumer Survey South Africa
Smarter Planet: Media and Entertainment
Smarter Planet: Media and Entertainment
Strategy Advisory Group
Consumer Survey United States
Consumer Survey United States
Rob Van Den Dam
2011 Consumer Survey France
2011 Consumer Survey France
Rob Van Den Dam
CIM mobile marketing overview May 2012
CIM mobile marketing overview May 2012
Jason Cross
Telco Evolution Sample
Telco Evolution Sample
Alan Quayle
Eskimi - mobile social network by ActiveSec, presentation to mobile operators
Eskimi - mobile social network by ActiveSec, presentation to mobile operators
Vytautas Paukstys
Yoc camerjam mobile finance masterclass
Yoc camerjam mobile finance masterclass
James Cameron
Omni Channel Marketing Conference - Crispin Tristram
Omni Channel Marketing Conference - Crispin Tristram
Tony Booth
The new normal in business intelligence
The new normal in business intelligence
Johan Blomme
ADEP Web Experience Management
ADEP Web Experience Management
Dieter Hovorka
Trends in business intelligence 2012
Trends in business intelligence 2012
Johan Blomme
Wi-Fi Driving Mobile Internet Explosion in Next Generation Networks
Wi-Fi Driving Mobile Internet Explosion in Next Generation Networks
Green Packet
Infographic social collaboration
Infographic social collaboration
AgreeYa Solutions
IBM Mobile Strategy
IBM Mobile Strategy
IBM WebSphereIndia
Gridley2011 ignitionpresentation
Gridley2011 ignitionpresentation
Linda Gridley
Why Operators Need Developers
Why Operators Need Developers
Alan Quayle
Whitepaper Mobile Ready Websites With Bemoko Live
Whitepaper Mobile Ready Websites With Bemoko Live
bemoko Ltd.
Mobile Developer 101 (mHealth 2012 Edition)
Mobile Developer 101 (mHealth 2012 Edition)
wipjam
The Economist, Serious Business, Web 2.0
The Economist, Serious Business, Web 2.0
ADELAHAYE STRATEGIC BRANDING AND DESIGN - JAKARTA, SINGAPORE, LONDON
2 22955 mobile_video_collaboration
2 22955 mobile_video_collaboration
Svetlana Belyaeva
Semelhante a Consumer Survey South Africa
(20)
Smarter Planet: Media and Entertainment
Smarter Planet: Media and Entertainment
Consumer Survey United States
Consumer Survey United States
2011 Consumer Survey France
2011 Consumer Survey France
CIM mobile marketing overview May 2012
CIM mobile marketing overview May 2012
Telco Evolution Sample
Telco Evolution Sample
Eskimi - mobile social network by ActiveSec, presentation to mobile operators
Eskimi - mobile social network by ActiveSec, presentation to mobile operators
Yoc camerjam mobile finance masterclass
Yoc camerjam mobile finance masterclass
Omni Channel Marketing Conference - Crispin Tristram
Omni Channel Marketing Conference - Crispin Tristram
The new normal in business intelligence
The new normal in business intelligence
ADEP Web Experience Management
ADEP Web Experience Management
Trends in business intelligence 2012
Trends in business intelligence 2012
Wi-Fi Driving Mobile Internet Explosion in Next Generation Networks
Wi-Fi Driving Mobile Internet Explosion in Next Generation Networks
Infographic social collaboration
Infographic social collaboration
IBM Mobile Strategy
IBM Mobile Strategy
Gridley2011 ignitionpresentation
Gridley2011 ignitionpresentation
Why Operators Need Developers
Why Operators Need Developers
Whitepaper Mobile Ready Websites With Bemoko Live
Whitepaper Mobile Ready Websites With Bemoko Live
Mobile Developer 101 (mHealth 2012 Edition)
Mobile Developer 101 (mHealth 2012 Edition)
The Economist, Serious Business, Web 2.0
The Economist, Serious Business, Web 2.0
2 22955 mobile_video_collaboration
2 22955 mobile_video_collaboration
Mais de Rob Van Den Dam
WTS 2020 Rob van_den_dam
WTS 2020 Rob van_den_dam
Rob Van Den Dam
Enforcing accountability in media using blockchain
Enforcing accountability in media using blockchain
Rob Van Den Dam
Digital trust and the api economy
Digital trust and the api economy
Rob Van Den Dam
Outthinking disruption - Adapt to the fast-moving digital world or risk irrel...
Outthinking disruption - Adapt to the fast-moving digital world or risk irrel...
Rob Van Den Dam
Wireless Global Congress: 2020 is not that far away
Wireless Global Congress: 2020 is not that far away
Rob Van Den Dam
Redefining Boundaries - Total Telecom Festival 1 Dec 2015
Redefining Boundaries - Total Telecom Festival 1 Dec 2015
Rob Van Den Dam
Redefining Boundaries - Digiworld 2015
Redefining Boundaries - Digiworld 2015
Rob Van Den Dam
Rebooting the IOT - ACC Conference
Rebooting the IOT - ACC Conference
Rob Van Den Dam
Keeping Telecom on Target
Keeping Telecom on Target
Rob Van Den Dam
Restoring Connections
Restoring Connections
Rob Van Den Dam
Telecom 2020:Preparing for a very different tomorrow
Telecom 2020:Preparing for a very different tomorrow
Rob Van Den Dam
Telecom 2020: Preparing for a very different future
Telecom 2020: Preparing for a very different future
Rob Van Den Dam
CEM&Loyalty johannesburg_aug2014
CEM&Loyalty johannesburg_aug2014
Rob Van Den Dam
Social Media and the Power of Asian Consumers
Social Media and the Power of Asian Consumers
Rob Van Den Dam
The Customer-activated Telecom Provider (global C-suite study 2013)
The Customer-activated Telecom Provider (global C-suite study 2013)
Rob Van Den Dam
Telcos Strategic Positioning in the new world: The revolution will be Digital...
Telcos Strategic Positioning in the new world: The revolution will be Digital...
Rob Van Den Dam
Internet of Things (ruSMART 2013, St. Petersburg)
Internet of Things (ruSMART 2013, St. Petersburg)
Rob Van Den Dam
Telcos Strategic Positioning in the New World (Slovenia Telco Day 2013)
Telcos Strategic Positioning in the New World (Slovenia Telco Day 2013)
Rob Van Den Dam
Telecom’s future is Social (GSMA Mobile Asia 2013)
Telecom’s future is Social (GSMA Mobile Asia 2013)
Rob Van Den Dam
Mobile driving Internet to the masses - Mobile Internet World 2012
Mobile driving Internet to the masses - Mobile Internet World 2012
Rob Van Den Dam
Mais de Rob Van Den Dam
(20)
WTS 2020 Rob van_den_dam
WTS 2020 Rob van_den_dam
Enforcing accountability in media using blockchain
Enforcing accountability in media using blockchain
Digital trust and the api economy
Digital trust and the api economy
Outthinking disruption - Adapt to the fast-moving digital world or risk irrel...
Outthinking disruption - Adapt to the fast-moving digital world or risk irrel...
Wireless Global Congress: 2020 is not that far away
Wireless Global Congress: 2020 is not that far away
Redefining Boundaries - Total Telecom Festival 1 Dec 2015
Redefining Boundaries - Total Telecom Festival 1 Dec 2015
Redefining Boundaries - Digiworld 2015
Redefining Boundaries - Digiworld 2015
Rebooting the IOT - ACC Conference
Rebooting the IOT - ACC Conference
Keeping Telecom on Target
Keeping Telecom on Target
Restoring Connections
Restoring Connections
Telecom 2020:Preparing for a very different tomorrow
Telecom 2020:Preparing for a very different tomorrow
Telecom 2020: Preparing for a very different future
Telecom 2020: Preparing for a very different future
CEM&Loyalty johannesburg_aug2014
CEM&Loyalty johannesburg_aug2014
Social Media and the Power of Asian Consumers
Social Media and the Power of Asian Consumers
The Customer-activated Telecom Provider (global C-suite study 2013)
The Customer-activated Telecom Provider (global C-suite study 2013)
Telcos Strategic Positioning in the new world: The revolution will be Digital...
Telcos Strategic Positioning in the new world: The revolution will be Digital...
Internet of Things (ruSMART 2013, St. Petersburg)
Internet of Things (ruSMART 2013, St. Petersburg)
Telcos Strategic Positioning in the New World (Slovenia Telco Day 2013)
Telcos Strategic Positioning in the New World (Slovenia Telco Day 2013)
Telecom’s future is Social (GSMA Mobile Asia 2013)
Telecom’s future is Social (GSMA Mobile Asia 2013)
Mobile driving Internet to the masses - Mobile Internet World 2012
Mobile driving Internet to the masses - Mobile Internet World 2012
Consumer Survey South Africa
1.
IBM Institute for
Business Value February 2012 2011 Global Telecom Consumer Survey Country Data for South Africa Communications spending priorities, perceptions, expectations and attitudes of today’s smarter consumer © 2012 IBM Corporation
2.
IBM Institute for
Business Value The digital revolution is changing the relationship between Communications Service Providers (CSPs) and their customers It is a brand new game Consumers become increasingly instrumented The are using technology to get information from a multitude of sources Consumers become increasingly interconnected They are connecting with each other to exchange information Consumers become increasingly intelligent They have clearly defined expectations of what they want 2 © 2012 IBM Corporation
3.
IBM Institute for
Business Value The consumers are becoming smarter ……. Instrumented Interconnected Intelligent WIKI’s BLOGS COLLABORATIVE VIRAL PRODUCE TWO-WAY FAST 1,97 billion Internet users In 2010 ON A LARGE They have clearly worldwide in 2010 - 14% 152 million blogs on the SCALE defined expectations Internet FORUMS increase since previous year of what they want from 255 million websites - 21.4 25 billion tweets sent on Twitter VIDEO their provider now and SHARING CONSUME million added websites in ’10 250 million new people on in the future Facebook Mobile technologies has A mass of conver- increased 92% globally and is still more widely accepted in SN and Blog sites: sations, based on two- the growth markets Total minutes increasing 82% Todays consumers are way communication, Over 300,000 iPhone YoY It’scontrol – and they in no wonder that often without the provider applications Average time per person are driving changes increasing 67% YoY we know industry involved so much across the ± 60,000 iPad applications 3 © 2012 IBM Corporation
4.
IBM Institute for
Business Value …….and now have new avenues to connect with each other and to influence large corporations, including CSPs 12/29/11 Press Release: “Starting January 15, a new $2 payment convenience fee will be instituted for customers who make single bill payments online or by telephone” Within 24 hours, more than 100,000 people had Greetings, signed a online petition: I am disappointed to learn that Verizon Wireless plans to institute a new $2 fee for paying bills online…. Your company should not assume that it can do anything to your customers and that we will allow it to happen… 12/30/11 Press Release: “Verizon Wireless has decided it will not institute the fee for online or telephone single payments that was announced earlier this week. The company made the decision in response to customer feedback about the plan…” 4 © 2012 IBM Corporation
5.
IBM Institute for
Business Value To evaluate the impact of the age of consumerism the IBM Institute for Business Value conducted both a Consumer ánd a CMO survey IBM Global Consumer Survey IBM Global CMO Survey (25 countries;13,237 consumers) (131 interviews with telecom CMOs) 5 © 2012 IBM Corporation
6.
IBM Institute for
Business Value The vast majority of CSP CMOs believe connecting with customers, in particular through digital channels, will impact marketing most 36% More Factors impacting marketing Percent of CSP CMOs selecting as “Top 5 Factors” Telecom (CSPs) 53 69% 39 % Customer collaboration and influence % Growth of channel and device choices 65% Social media All 61% Industries CSPs Data explosion 53% Decreasing brand loyalty 51% Shifting consumer demographics 51% ROI accountability 44% Regulatory considerations 31% 38% 21% More More Emerging market opportunities 19% Financial constraints 19% Privacy considerations 16% 51 51 37 % 42 % Corporate transparency 14% % % Global outsourcing 11% All All No significant difference with ‘all industries’ Industries Industries CSPs CSPs 6 6 Source: Q7 Which of the following market factors will have the most impact on your marketing organization over the next 3 to 5 years? (n=131) © 2012 IBM Corporation
7.
IBM Institute for
Business Value The vast majority of CSPs CMOs are underprepared to manage the impact of key changes in the marketing arena Underpreparedness Percent of CMOs reporting underpreparedness Telecom (CSP) CMOs CMOs All industries 50% 50% Shifting consumer demographics 78% 63% Social media 71% 68% Financial constraints 68% 59% Emerging market opportunities 67% 56% Global outsourcing 64% 54% Decreasing brand loyalty 62% 57% Customer collaboration and influence 62% 56% Growth of channel and device choices 56% 65% Data explosion 54% 71% Regulatory considerations 53% 50% ROI accountability 52% 56% Privacy considerations 48% 55% Corporate transparency 47% 47% Source: Q8 How prepared are you to manage the impact of the top 5 market factors that will have the most impact on your marketing organization over the next 3 to 5 years? 7 7 © 2012 IBM Corporation
8.
IBM Institute for
Business Value And underpreparedness is in particular in the areas that are key for connecting to customers, identified as most critical for CSPs CMOs Global Marketing Priority Matrix 1 Customer collaboration and influence Underpreparedness 6 2 Growth of channel and device choices Percent of CMOs reporting underpreparedness 3 70 3 Social media 10 4 Data explosion 9 5 Decreasing brand loyalty 11 5 6 1 7 6 Shifting consumer demographics 60 7 ROI accountability 2 8 Regulatory considerations 4 8 9 Emerging market opportunities 7 50 11 10 Financial constraints 12 11 Privacy considerations Factors impacting marketing 12 Corporate transparency 40 Percent of CMOs selecting Telecom (CSPs) as ‘Top five factors’ 13 Global outsourcing 0 20 40 60 Mean Source: Q7 Which of the following market factors will have the most impact on your marketing organization over the next 3 to 5 years? n1=131 Q8 How prepared are you to manage the impact of the top 5 market factors that will have the most impact on your marketing organization over the next 3 to 5 years? 8 © 2012 IBM Corporation 8
9.
IBM Institute for
Business Value IBM conducted a survey of over 13,000 consumers in 25 countries in both the mature and emerging markets Mature Emerging B R France UK US Brazil Russia I C Greece Italy Japan India China South Korea Portugal Australia Czech Republic Poland Netherlands Spain Sweden UAE Mexico Belgium Germany Canada South Africa 9 Cyprus © 2012 IBM Corporation
10.
IBM Institute for
Business Value The survey covered many topics, including spending priorities, service adoption trends, customer advocacy and adjacent market opportunities Customer Spending Customers’ Adoption of, Customer Sources of priorities for 2011 – Experience with, comms Information for communi- 2013 products and services cation products/ services Customers’ Attitudes Customer Advocacy Adjacent Market towards Comms Providers and Antagonism Opportunities 10 © 2012 IBM Corporation
11.
IBM Institute for
Business Value More than 100 slides describe the characteristics of South African consumers in the context of telecommunications Customer Spending Customers’ Adoption of, Customer Sources of priorities for 2011 – Experience with, comms Information for communi- 2013 products and services cation products/ services Customers’ Attitudes Customer Advocacy Adjacent Market towards Comms Providers and Antagonism Opportunities 11 © 2012 IBM Corporation
12.
IBM Institute for
Business Value 1000 respondents were drawn from across South Africa and subscribe to at least one service from a number of selected service providers Proportion of sample identifying one of the providers South Africa : 1000 below as their Primary Communications Provider respondents 47 % 24 % 20 % 9% *Services are Fixed telephony (landline) Mobile/Wireless Broadband Mobile Telephony Pay TV (Cable, Satellite, IPTV) Fixed Broadband (Cable, DSL, FTTx)- Internet Telephony 12 © 2012 IBM Corporation
13.
IBM Institute for
Business Value Gender, age and income distributions were selected such that they were representative for South Africa Gender Age Above Below 50 25 11% 11% 40-49 19% 25-34 35-39 43% 50% 50% 16% Income Weighting 40% 35% Sample size was based on matching targeted 35% confidence level. The survey results were 30% weighted to achieve a geographical distribution 25% 22% 20% 18% representative of: 15% 15% o country population relative to population of 10% 7% all countries combined 5% 2% o consumer sample relative to country 0% Under R R 50,000 - R R 100,000 - R 25,000 - R R 5,00,000 - Over R 1 population 50,000 99,999 R 249,999 4,99,999 R 9,99,999 Million 13 © 2012 IBM Corporation
14.
IBM Institute for
Business Value In our sample, Telkom had the highest proportion of OVER 40s customers, Vodacom has the highest proportion of BELOW 35s Age distribution across South African CSPs 100% 1% 2% 7% 5% 6% 60 and above 9% 14% 23% 18% 80% 19% 50-60 16% 15% 60% 17% 30% 40-49 35-39 40% 14% 51% 41% 43% 25-34 20% 25% 16% Below 25 11% 10% 8% 0% Vodacom MTN Cell C Telkom 14 © 2012 IBM Corporation Source: 2011 IBM Global Telecom Consumer Survey, South Africa N=1000
15.
IBM Institute for
Business Value Some Results 15 © 2012 IBM Corporation
16.
IBM Institute for
Business Value Consumer sentiment on future spending in South Africa exceeds Mature Markets by 25% Net Increase/Decrease Net Increase/Decrease Mature Utilities Utilities 53% UtilitiesUtilities 4% Transportation Transportation 46% Food & drinks Food & drinks -15% average -3% Food & drinks Food & drinks 24% Transportation Transportation -6% Mobile Telephony Mobile Telephony 15% MobileMobile Broadband broadband -10% Mobile Broadband Mobile Broadband 11% Mobile Telepony Mobile Telephony -14% PayPay television television 10% Pay television -16% Pay television Fixed Telephony. Fixed Telephony 4% Sports -18% Sports Elect. Appliances Electrical appliances -3% -19% FixedTelephony Fixed Telephony Clothing Clothing -3% Clothing Clothing -19% Sports Sports -5% +10%average Holidays Holiday/vacation -23% Holidays Holiday/vacation -10% Elect.Electrical Appliances-24% appliances Going out -22% Going out Going out -32% Going out 16 Source: 2011 IBM Global Telecom Consumer Survey, Mature countries N= 8865: South Africa N = 1000: © 2012 IBM Corporation Question: Compared to previous years, are you likely to spend less, the same or more on the following products / services in the next 2-3 years?
17.
IBM Institute for
Business Value Under 25s in South Africa communicate more using social networking than all other forms of communication; they also use landline less Daily Usage 1 Social Networking 90% 2 3 Mobile Telephony Email/IM/Chat 87% 90% 83% of under 25s use 4 Video Streaming 42% social networks UNDER 25s daily 5 Fixed Voice 42% 6 VoIP 24% 1 Mobile Telephony 91% 2 Email/IM/Chat 89% 42% of under 25s with 3 Social Networking 80% Internet stream or 4 Fixed Voice 65% download video ABOVE 25s daily 5 Video Streaming 32% 6 VoIP 25% 17 © 2012 IBM Corporation Source: 2011 IBM Global Telecom Consumer Survey, South Africa N=1000 S06 How often do you use the following communications services?
18.
IBM Institute for
Business Value For UNDER 25s with Internet access the mobile phone is the primary means to access media and content services Q07 How often do you access the Internet via the following mechanisms? CONNECTIVITY services usage UNDER 25 ABOVE 25 Mobile broadband 71% 13% 15% Fixed broadband 67% 8% 26% through phone Mobile broadband Fixed broadband 55% 11% 33% 55% 13% 31% through phone Mobile broadband Mobile broadband through laptop/ 38% 21% 41% through laptop/ 38% 24% 38% USB USB Wireless hotspot 11% 21% 68% Wireless hotspot 8% 19% 73% 18 © 2012 IBM Corporation Source: 2011 IBM Global Telecom Consumer Survey, South Africa N=1000
19.
IBM Institute for
Business Value One sixth of consumers said that they often cannot make mobile voice calls Q09a Please provide an indication of your experience of the frequency with which the following communication services are available AVAILABILITY of the Network as perceived by consumers Always Most of the time Sometimes/Never 0% 20% 40% 60% 80% 100% Mobile network availability (Can make 36% 48% 16% voice calls) Fixed Internet connection availability 44% 40% 16% (Connection) Mobile Internet connection availability 29% 46% 26% (Connection) Consumers’ perception might differ from what actual measurement indicate! 19 © 2012 IBM Corporation Source: 2011 IBM Global Telecom Consumer Survey, South Africa N=1000
20.
IBM Institute for
Business Value Majority of South African automatically re-dial when they are disconnected but share such poor experience with friends / family Q10. What happens when you are disconnected from a mobile, landline or broadband during a voice call or when accessing the Internet? What happens when being disconnected? Attempt to re-dial/re-connect 52% 43% 5% 95% Avoid providers with whom friends/family had a Attempt Redial/ 30% 54% 16% poor experience Reconnect Tell friends/family about my poor experience 21% 62% 17% 84% Avoid Providers with Contact Customer Service 12% 41% 46% poor experience My Provider proactively contacts me in case of 6% 29% 65% poor network experience 83% Tell friends/family Switch network providers - e.g. replacing SIM 4% 26% 69% about their poor experience Always Most/Sometimes Never 20 © 2012 IBM Corporation Source: 2011 IBM Global Telecom Consumer Survey, South Africa N=1000
21.
IBM Institute for
Business Value One third of all consumers surveyed think it is too much hassle to get through the Call Center Q12 Why do you not complain to your service provider when you are disconnected from the network during a conversation, a voice call or internet session? 40% Reasons for NOT complaining 30% 20% 33% 24% 24% 10% 10% 3% 4% 3% 0% Telco Don't believe it Too much Have to wait My Provider My Provider is Don’t know networks make any hassle to get too long in charge for unable to how to contact unreliable, difference through to the queue to calls to Call resolve my my Provider to variable Call Centre speak to Call Centre problems complain service Centre expected 24% think that complaining doesn’t make any difference and another 24% said they have to wait too long in queue to speak to an employee of the Call Center 21 © 2012 IBM Corporation Source: 2011 IBM Global Telecom Consumer Survey, South Africa N=1000
22.
IBM Institute for
Business Value Internet search, Family/Friends and Social Media have become the preferred sources of information What are you preferred sources of information when you are looking for communication products and services? 72% Internet search 63% 66% Recommendations/ advice 71% 58% Social media 78% 48% Websites of communication providers 33% 41% Emails/ promotional offers 29% 36% Traditional advertising 34% 35% Retail stores 37% All Ages Under 25s 18% Shopping portals/ auctions 16% Source: IBM Institute for Business value 2011 IBM Global Telecom Consumer Survey, South Africa N= 1000 22 Question: What are you preferred sources of information when you are looking for communication products and services? © 2012 IBM Corporation
23.
IBM Institute for
Business Value CSPs should focus on this new trend and mine digital channels, such as blogs, tweets, social networks and peer reviews • Get in tune with today’s digital consumers by listening to the digital dialogue • Become part of the dialogue and to be Blogs prepared to proactively respond to negative chatter Social Tweets Networks • Encourage a two-way dialogue and Peer embrace customer input by building online Reviews and offline communities • Find the influencers, and target them with appropriate messaging By capturing viewer insights from social media sources, RTL Nederland was able to gather timely feedback from viewers on the television programmes 'X Factor' and 'So You Think You Can Dance'. This helped the entertainment company to better understand audience needs and preferences and increase viewer satisfaction and involvement. 23 © 2012 IBM Corporation
24.
IBM Institute for
Business Value Bharti Airtel understands how important it is to participate in the digital dialogue and how it can help solving problems Having the official verified Twitter profile @Airtel_Presence, they are scanning for every tweet which contains the word “airtel” in it and giving appropriate replies to the customers and solving the issues. Airtel uses social network analysis to determine customers facing problems. Any mention on social media is captured and they get in touch with the customer to get the issue resolved. Abhilasha Hans, CSO “We take the business of customer satisfaction very seriously. Source:http://www.buzzom.com/2011/07/airtel-adopts-social-media-strongly-customers-can-live-chat-in-facebook-and-orkut/ 24 http://telecomtalk.info/airtel-impact-on-social-media/51645/ © 2012 IBM Corporation
25.
IBM Institute for
Business Value To establish a stable or growing market share, or to improve margins, CSPs should focus on customer binding In a world where people • are becoming increasingly informed, empowered and demanding Key Questions • trust family, friends and peers more than their CSP • have a wide range of providers to choose from how can CSPs Improve Customer Binding? • What does a true Advocate look like? • How valuable are they? • Which elements of the customer experience are most important to consumers? • How well is the CSP positioned when it comes to being focused on what the customer wants? • How can providers use Advocacy to drive growth and customer loyalty? 25 © 2012 IBM Corporation
26.
IBM Institute for
Business Value A new approach for Customer Advocacy: Customer Focused Insight Quotient (CFiq) The Net Promoter Score (NPS) is the traditional measure of word of mouth NPS advocacy. The score is calculated by simply asking consumers on a scale of 1 to 10 their likelihood to recommend a specific company or brand. The IBM Customer Focused Insight Quotient (CFiq) utilize an approach that looks at key client perceptions and organizes them in a manner that captures more than demographic or behavioral data. Using statistical analysis and multiple regression CFiq techniques it isolates predictive attributes that are highly correlated with positive commercial behaviors. The CFiq measures the level of advocacy of a customer by analyzing customer responses to three key statements as stated in the next slide. CFiq categories: – Advocates: loyal clients who refer new business, consolidate more of their portfolios with their primary provider, and resist competitive offers – Antagonists harbor negative opinions about their provider, and potentially will bad-mouth the company – Apathetics: could be described as those who show no strong feelings either way, and may be prime candidates to “sweeten” into advocacy. Or, they may leave their firm if a more appealing option comes along. 26 © 2012 IBM Corporation
27.
IBM Institute for
Business Value A consumers’attitude is shaped by cumulative experience and directs future behavior and suggestions for improvement Consumer Attitude Advocates Apathetics Antagonists An Advocate is defined by three criteria A willingness to recommend one’s Likelihood to Recommend primary provider to friends and family AND A willingness to increase one’s purchases if one’s primary provider Purchase Intent expanded its assortment and offered products currently found only at other providers AND A willingness to stay with one’s primary Staying Rate provider, even if other providers begin offering competitive products or services 27 © 2012 IBM Corporation
28.
IBM Institute for
Business Value Understanding who is an Advocate and who an Antagonist, and why, is important for driving growth and improving customer retention Advocates have a higher “I have recommended my Higher wallet share and are highly provider to several people” Shareholder Value complimentary of the “They have amazing customer service” provider capability “They are more expensive but I hardly get disconnected or have calls dropped” Advocates Apathetics are generally Apathetics passive participants susceptible to competitor offerings “I think my telco over-charges me Antagonists but how can I prove it; my credit runs out too quickly after I top-up” “The promotions lack any Antagonists have low relevance to me” Lower wallet share and high “ I am looking to switch to the new Shareholder support costs and are provider offering cheaper rates” Value prone to bad-mouth the provider 28 © 2012 IBM Corporation
29.
IBM Institute for
Business Value South African CSPs score well with respect to the proportion of advocates (34%), but nearly half (49%) remain antagonists 100% 4% 4% 3% 9% 13% 19% 17% 17% 17% 17% 16% 22% 20% 19% 20% 19% 26% 25% 24% 23% 19% 36% 34% 25% 80% 22% 14% 19% 25% 14% 16% 20% 23% 23% 25% 22% 56% 26% 31% 21% 23% 29% 36% Advocates 60% Apathetics 17% 18% 22% 25% 40% 77% Antagonists 70% 69% 71% 62% 61% 64% 62% 60% 53% 52% 59% 58% 55% 58% 57% 60% 52% 49% 49% 46% 20% 39% 41% 0% Canada Netherlands China Japan Germany Australia South Korea Czech Republic Brazil Portugal Mexico Spain Poland France Russia Sweden South Africa Belgium UK US Italy Greece 29 © 2012 IBM Corporation Source: 2011 IBM Global Telecom Consumer Survey, Global N= 13237; Mature Countries N=8865; Emerging Countries N=4372
30.
IBM Institute for
Business Value CSPs do not account for the extreme gap in emotive attributes of their customer base Advocates Gap Antagonists % strongly agree % strongly agree 79% Offers me relevant products and services 37% 68% Values me as a customer 32% 63% Provide advice to improve my user experience 30% 60% Resolves problems fairly 28% Listens and collects information necessary to meet 67% 35% Give the CSP communication needs Find credit for 64% Listens and proactively follows-up on issues 32% fault doing with “everything” 65% Allows me to customize products and services 33% “everything right ” CSP 66% Displays consistent level of knowledge 37% does 82% Allows multiple ways to interact with them 54% Seeks input to develop new communication 49% 21% Products/services 61% Prompt correction of errors when they occur 34% 76% Doesn’t request for existing information repeatedly 49% 30 © 2012 IBM Corporation Source: 2011 IBM Global Telecom Consumer Survey, South Africa N=1000
31.
IBM Institute for
Business Value The survey did uncover a number telecom-enabled services majority of consumers are willing to use /pay for Retail/Shopping Banking/Insurance Healthcare #1 all consumers Nbr 1: Receive Mobile Nbr 1: Location-based Nbr 1: Reminders for coupons/Discounts (65%) insurance claims (66%) medications/appointments (70%) Public Services Travel & Transport Utilities Nbr 1: Pay for local services Nbr 1: Geolocalization (61%) Nbr 1: Alert when monthly usage (e.g. car parking) (58%) reaches pre-set threshold (69%) 31 © 2012 IBM Corporation Source: 2011 IBM Global Telecom Consumer Survey, South Africa N=1000
32.
IBM Institute for
Business Value February 2012 Contacts Robert Fox Rob van den Dam Global Telecom Industry Leader Global Telecom Industry Lead, Global Business Services IBM Institute for Business Value robertfox@us.ibm.com rob_vandendam@nl.ibm.com WWW.IBM.COM/IIBV IBM Confidential 32 © 2012 IBM Corporation
Baixar agora