D1 1015 vicki brady

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D1 1015 vicki brady

  1. 1. Customer CommsDay Congress Melbourne 2012Expectations Vicki Brady Managing Director, Customer
  2. 2. Consumer expectations todayFuture expectationsWhat Optus is doing
  3. 3. 57% 34% 30% 26% 16% 11% 13% 9% -9% Loyalty -28% Advocacy Finance Insurance Telco Utility Airline*Stancombe Research & Planning – September 2012
  4. 4. 53% 40% 25% 26% 19% 5% Loyalty -7% -6% Advocacy Gen Y Gen X Baby Boomer Silent Gen*Stancombe Research & Planning – September 2012
  5. 5. 57% 52% 46% 43% Gen Y Gen X 48% 47% 34% 29% I prefer to engage online Service organisations prefer me to engage online Baby boomer Silent Gen*Stancombe Research & Planning – September 2012
  6. 6. 48% 13% 13% Managing Account Online Phone Direct Debit 41% 12% 13% Problem Resolution Online Phone In store*Stancombe Research & Planning – September 2012
  7. 7. 63% 49% 27% 19% Would pay by mobile payment Gen Y Gen X Baby Silent Boomer Gen*Stancombe Research & Planning – September 2012
  8. 8. Retail shops will be showrooms 50% 39% I can try before I buy*Stancombe Research & Planning – September 2012
  9. 9. Having only one log in 38% 36% Having no queues or waiting time*Stancombe Research & Planning – September 2012
  10. 10. Customer GroupCustomers at the coreCustomer focused capabilitiesOur peoplePrioritise existing customers
  11. 11. Consumer expectations today  high & diverse  Telco industry rates poorlyFuture expectations  remain high & diverse  the bar will lift furtherWhat Optus is doing  transformation underway
  12. 12. CommsDay CongressThank you Melbourne 2012 Vicki Brady Managing Director, Customer
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