Marketing That Matters: How TalkTalk rapidly digitised its customer journey to meet booming demand
The Marketing Week Podcast
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Is There a Reluctance to Engage Digitally?
I just wondered, with you moving a lot of your service on line, and often issues around ifi and cations can be quite difficult to explain. Was there any reluctance of your customers to engage digitly, particularly those that had been used to ringing up and having somebody talk through their problems over the foam? We saw our customer usage grew by forty %, which is absolutely enormous, and it grew incredibly quickly. So we were all cognizant of the fact that we have lots of customers now at home relying on us. And so we put enormous amount of effort into that digital journey, not just for sales, but for service and repair also.
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