With the release of the National Broadcast Network (nbn) in Australia, Telstra needed to adapt to a new market landscape and provide competitive offers with Telstra-only value to nbn customers.
To improve the lifetime value of their customers, Telstra has run 75 strategic initiatives through My Telstra Experience (MTE), a customer insight community powered by Vision Critical’s customer intelligence software. Launched in 2009, MTE is a customer sounding board that welcomes ongoing conversations with more than 11,000 customers who have contributed to over half a million customer engagements.
Like a focus group, MTE engages customers in purposeful and outcome-driven dialogues. What’s more, MTE can drive these group conversations across geographies and turn customer feedback into insights within hours.
With MTE, Telstra can test product offerings, ideas and services, build brand trust and foster deeper customer relationships.
Telstra also runs the Catalyst employee community to marry user and behavioural data with insight gathered from the community, exploring product set up, speed and performance, notifications, and overall experience.