The secret for MobiFone to continue to 'retain' loyal customers

As a pioneer network operator, laying the first foundation for the mobile telecommunications industry in Vietnam, over the past 30 years MobiFone has grown steadily and made important contributions to the country's economy. However, in the era of digitalization, global integration, and AI, like many other large enterprises, MobiFone has also been forced to change.

Maintain traditional business methods or find a separate path? Regardless of any decision, MobiFone Corporation always puts customer experience at the center.

The position of a pioneer in the new era

At the time of its establishment in 1993, although the domestic socio-economic situation was still facing many difficulties, with its position as the first and only mobile telecommunications network operator in the market, the appearance of MobiFone quickly breathed new life into the industry, becoming a driving force for many different industries and fields to develop together.

Connecting quickly and conveniently via mobile networks has never been easier, helping to shorten the time and distance between individuals, organizations and businesses. “Anytime, anywhere” is not only the motto of MobiFone but has actually become the goal of many other businesses and organizations across the country.

Since then, MobiFone has continuously developed and affirmed its important role in promoting the socio-economic development. At any stage, the Corporation always puts the interests and experiences of customers at the center. Not only providing optimal service quality and increasing incentives for customers, but also leading values, bringing the newest and most advanced digital technology experiences.

For example, in 2006, with the launch of the “Long-term Connection” program, MobiFone continued to be the pioneer network operator in implementing points accumulation for customers, paving the way for a special period when a series of businesses, not only in the mobile telecommunications sector, “raced” for incentives, bringing great benefits to customers.

By 2020, with the announcement of introducing 5G commercial services to domestic customers, MobiFone has contributed to creating a special milestone for the country's science and technology by not only keeping up with but also surpassing many countries, taking the lead in this future technology field.

From a purely mobile telecommunications service provider, MobiFone is gradually transforming into a digital telecommunications and technology enterprise with a variety of services, meeting the increasingly diverse needs of domestic customers.

However, no change is easy. The transformation is also a process with many concerns and facing many difficulties and challenges. With faith, consensus, creativity, enthusiasm, MobiFone Corporation has gradually created its own miracles.

Faced with opportunities and challenges, what is the key to maintaining success?

According to the KPMG report on Customer Experience Excellence in Vietnam 2022, with 1,560 consumers rating 79 local and global brands across eight sectors, the top three sectors in terms of customer experience are telecommunications, fast food chains and non-food retail. Of which, telecommunications is the sector with the best results with an average customer experience excellence (CEE) score of 8.39.

KPMG believes that, facing threats from the saturation of traditional telecommunications services and the popularity of OTT applications, telecommunications businesses are gradually transforming themselves into digital service distributors, targeting new digital products and services.

In line with the Government’s national digital transformation strategy, corporations are seizing the opportunity to pioneer change. Activities include investing in digital infrastructure such as broadband networks to provide faster, more stable internet connections to households and individuals; promoting digital financial solutions such as digital payments and telecom e-wallets...

This is completely true to MobiFone's path, showing the vision and acumen in seizing opportunities and overcoming challenges of the Corporation's leaders to continue to reap success in the new context.

Not only maintaining telecommunications, but also proactively attacking new spaces by continuously expanding the scope to digital fields with services such as digital platforms, enterprise digital solutions (digital financial ecosystem, smart monitoring, enterprise digital transformation services); digital content services (education, healthcare, advertising, music, video...), updating new global trends such as 5G, IoT, AR/VR, AI,...

MobiFone also continuously researches and applies new scientific and technological advances to its products and services, thereby bringing valuable and optimal experiences to customers.

Gradually shifting towards the future technology trend, MobiFone still pays special attention to developing the core platform of telecommunications services. Focusing on investing, improving infrastructure, bandwidth, and designing more reasonable packages, suitable for diverse customer needs including voice - data combo packages; data packages; MobiFiber; Cloud... with attractive incentives, incentives on incentives.

Understanding and changing to put customer interests first is also the secret to maintaining MobiFone's success over the past 30 years and continuing to keep that flame on the upcoming journey.

“Golden offer” to celebrate 30 years, thank customers

Celebrating the 30th anniversary of its establishment and development, at the beginning of 2023, MobiFone also launched the MBF30 package to thank its loyal customers. Accordingly, for only 30,000 VND, customers will immediately receive 30 GB of high-speed data to use for 7 days, applicable to all MobiFone prepaid and postpaid subscribers.

In particular, the promotional package does not limit the number of registrations during the program implementation period, helping customers to freely experience high-speed Internet services without worrying about capacity.

For more information, customers can visit the website https://www.mobifone.vn/tin-tuc/chi-tiet/danh-dau-tuoi-moi-30gb-ngap-troi-5381 or contact hotline 9090 for answers and support.

Bao Anh

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Source: https://vtc.vn/bi-quyet-de-mobifone-tiep-tuc-giu-chan-khach-hang-ben-bi-ar763082.html