Vodafone approached Rapport to run a pilot programme to review the impact of sending ‘surprise and delight’ boxes to customers who had been in contact with the customer care team…

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THE CLIENT BRIEF:

Vodafone approached Rapport to run a pilot programme to review the impact of sending ‘Surprise and Delight’ boxes to customers who had been in contact with the Customer Care team via social media.

The aim of the programme was to demonstrate that they valued their customers, whilst also helping to repair some of the relationships that had been negatively impacted by customer service issues.

The programme has been seen as a proven success and is now an ongoing monthly Vodafone Rewards campaign.

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THE IDEA:

Topical moments were chosen across the calendar to create and deliver ‘Surprise and Delight’ boxes that would cause genuine surprise to customers. Customers were selected based on some of the keywords that they had used when contacting Vodafone, that aligned to the calendar moment.

Box themes included:

- Halloween

- World Kindness Day

- Christmas

- Back to School

- Valentine’s Day

- International Women’s Day

- Vodafone Music Month

- Matariki

- Friendship Day

- Fathers Day

Our role was to source, create and deliver the gifts, whilst tracking the performance. As a great addition to the campaign, Vodafone Rewards were able to use the latest tech on the rewards platform to provide the customers with hidden rewards that only they can access on the rewards site.

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THE PARTNER OBJECTIVES:

The affiliation with a top New Zealand brand, brand exposure, reaching new customers and the opportunity to drive sales.

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THE RESULTS:

Successfully delivered gifts, on time and on budget. Plus, an added bonus of a great response from some very surprised and delighted customers.

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