How O2 stayed agile and oriented itself around customer needs during the pandemic

Being an interactions business throughout the middle of a pandemic that kept good friends, households and liked ones apart physically put O2 in a special position. ““ Demand for our voice services soared by sixty percent at first,” ” Bibby remembered. ““ We needed to double our network capability to resolve that need.””


In order to make sure that it was serving consumers and their requirements throughout the unfolding crisis, O2 utilized client information to recognize various demographics that it might assist by offering something additional. ““ We utilized our information to determine those consumers on prepay who generally top up in retail,” ” Bibby stated, “ and we provided additional minutes, since with lockdown, suddenly they might discover themselves except minutes or information and unable to top up.

““ We did the very same thing for pay regular monthly consumers, so we made sure that every pay month-to-month consumer had endless minutes.” ” O2 likewise recognized clients who were abroad and utilizing roaming charges, and credited them back the charges, comprehending that they may have been stranded as lockdown hit and hence not able to prevent utilizing wandering on their phones for a prolonged time period.

Taking things one action even more, O2 looked for to prioritise and assist its consumers who were NHS personnel by providing extra minutes and information so that they didn’’ t need to stress over topping up –– and likewise ““ turned over the secrets ” to the O2 Arena in April for NHS personnel to utilize as a training center for the brand-new Nightingale Hospital.

The repurposed O2 arena, which was redeployed as an NHS training center in April ( Image: O2 )

.Remaining nimble in the face of altering need.

In order to equal quickly altering situations throughout the lockdown, O2 discovered itself bringing some brand-new technological developments into play. At the start of lockdown, it had actually closed all 450 of its physical branches, however ““ practically from the minute we shut those shops, we began preparing how we were going to resume them –– despite the fact that we didn’’ t understand when that would be.””


Two pieces of innovation that assisted assist in the safe resuming of O2’’ s shops were Qudini, a line management system, to handle the circulation of clients into its shops; and ““ digital master ” consultations for those consumers who were not able to make it into a physical branch.

These services were so reliable that O2 released them in turn for its organization clients, that included retail organizations, grocery stores, doctor, arena and more –– all services that required to handle the circulation of great deals of clients.

Internally, O2 likewise needed to transform a variety of its procedures in order to be more nimble and versatile. ““ We rapidly operated in a far more” vibrant method, ” stated Bibby. The board set up day-to-day calls ““ so that we might extremely rapidly react to the modifications that were affecting us.” ”


As Chief Marketing Officer, Bibby assembled a cross-functional group integrating personnel from the marketing, sales, customer care, financing, business and legal interactions groups in order to enable O2 to more nimbly react to the high volume of demands it was getting –– consisting of from the federal government, which required to get contact info in order to interact with individuals.

““ We were actually making modifications a lot on the fly that we needed to operate in a totally various method –– the only method I can explain that is, in reality, ‘‘ agile ’, ” she stated.


O2 likewise embraced virtual interactions tools, such as Microsoft Teams, throughout the business, and started carrying out more regular ““ touchpoints ” with senior personnel. CEO Mark Evans held a weekly live session with the whole business that the board members would sign up with to offer updates. Bibby likewise assembled a weekly marketing-focused session, ‘‘ – “Natter with Nina ’– “ rather casual however created to keep everyone in touch with what was occurring””.


“ That was rather various– we weren’’ t utilized to having that regular touchpoint with all of our groups,” ” Bibby confessed. ““ But I believe that actually worked extremely well.””

. Getting in touch with consumers.

Needless to state, O2 required to be innovative and versatile in its method to its external interaction. O2’’ s marketing department embraced a more nimble method of dealing with its firms, arranging cross-functional groups that would permit the business to pivot its marketing and consumer interaction. The brand name at first had a significant out-of-home project prepared, ““ and we couldn ’ t do that due to the fact that no one was outdoors anymore.””


“ We needed to really rapidly pivot our whole interactions strategy,” ” Bibby stated. ““ And likewise the messaging, since what we were going to state was in fact no longer appropriate for our customers.

““ The only method we might react to that was by standing these really nimble, vibrant groups –– and truly embracing a ‘‘ war space ’ technique. ”


O2 plans to keep this ““ constantly on ” and “ vibrant ” technique to interactions working and preparing with its marketing firms moving forward, ““ since that actually worked for us””.


Bibby likewise worried the value of significance and compassion for brand names as they get in touch with customers entering into 2021.

““ The world has actually altered,” ” she stated. “ It ’ s the task of marketeers to comprehend how the world is altering –– and more notably, how customers are responding to those modifications.

““ It ’ s definitely essential that brand names are purposeful and genuine in regards to how they’’ re reacting. We need to be significant, we need to construct trust –– now more than ever, customers require to have rely on the brand names that they’’ re purchasing from. Our function as marketeers is to make sure that we’’ re trustworthy and genuine brand names –– which we’’ re interacting with our consumers in a compassionate and appropriate method.””

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The post How O2 remained nimble and oriented itself around consumer requirements throughout the pandemic appeared initially on Econsultancy .

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